Best Practices for Integrating Lync with Your Avaya Environment
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The document outlines best practices for integrating Microsoft's Lync with Avaya environments, presented by certified Lync masters. It covers various integration methods, goals and requirements, comparisons of voice components, and challenges such as call quality and voicemail planning. Additionally, it provides insights into the roles of session border controllers and the importance of quality of service in ensuring optimal communication experience between the two platforms.
Best Practices for Integrating Lync with Your Avaya Environment
- 1. Best Practices for Integrating Lync with Your Avaya Environment Presented by Certified Lync Masters Keenan Crockett & Jason Sloan facebook.com/perficient linkedin.com/company/perficient twitter.com/Perficient_MSFT
- 2. About Perficient 2 Perficient is a leading information technology consulting firm serving clients throughout North America. We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities.
- 3. Perficient Profile 3 • Founded in 1997 • Public, NASDAQ: PRFT • 2013 revenue $373 million • Major market locations: • Allentown, Atlanta, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Minneapolis, New York City, Northern California, Oxford (UK), Philadelphia, Southern California, St. Louis, Toronto, Washington, D.C. • Global delivery centers in China and India • >2,200 colleagues • Dedicated solution practices • ~90% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards
- 4. BUSINESS SOLUTIONS Business Intelligence Business Process Management Customer Experience and CRM Enterprise Performance Management Enterprise Resource Planning Experience Design (XD) Management Consulting Our Solutions Expertise TECHNOLOGY SOLUTIONS Business Integration/SOA Cloud Services Commerce Content Management Custom Application Development Education Information Management Mobile Platforms Platform Integration Portal & Social
- 5. Our Microsoft Practice National Service Provider Perficient is a top Microsoft National Service Provider (NSP), one of only 34 elite partners in the United States, with over 2,000 employees nationwide. Partner Advisory Councils Perficient is one of approximately 20 organizations worldwide to participate in 3 Microsoft Partner Advisory Councils: SharePoint, Office 365 and Unified Communications. Solution Areas Perficient is a leader in delivering solutions with Office 365, Azure, SharePoint, Business Intelligence, social business solutions including Yammer, as well as Lync, Dynamics CRM and Sitecore.
- 6. Unified Communications Experience Certified Gold Certified Lync Voice Gold Certified Lync Messaging Member of the Microsoft Lync Partner Advisory Council 2 Lync Certified Masters Full team of Lync Certified Consultants Certified Microsoft “Voice Depth” Partner Experienced Integrations with Cisco, Avaya, Siemens, Nortel, and Shoretel Hundreds of thousands of Lync seats deployed Dozens of PBX Integrations Extensive Voice and PBX Knowledge
- 7. Our Speakers Keenan Crockett | Lync Team Lead & Senior Solution Architect • Microsoft Certified Master - Lync Server, over 9 years of IT consulting experience focused on UC, has deployed Lync for some of the largest global companies • Responsible for selling and delivering UC solutions for complex business environments • Supervises all Lync team members and provides architecture, escalation and oversight for large and complex UC projects Jason Sloan | Lead Technical Consultant • Microsoft Certified Master - Lync Server, over 5 years of IT consulting experience focused on UC, has deployed Lync for some of the largest global companies with upward of 140k seats • Responsible for design and delivery of Unified Communication solutions • Co-organizer of the Kansas City Lync Users Group • Avid contributor in the Lync Community, active on Twitter and Perficient Microsoft blog
- 8. What We’ll Cover • Goals & Requirements • Comparison of Lync 2013 & Avaya Voice Components • Avaya Integration Best Practices – Open Interoperability Program (OIP) – Lync 2010/2013 & Avaya Qualifications – Use of Session Boarder Controllers – Example Call Flows – Call Quality and Prioritization Planning – Audio Conferencing Planning – Voicemail Planning • Considerations & Integration Challenges – Softphone/Hardware phone options – Simultaneous Ringing – Remote Call Control – Avaya Agile Communication Environment (ACE) – Call Admission Control Overview
- 9. Goals & Requirements • What are your business requirements? • What are your business goals? • What are your technical requirements? • What are your technical goals? • What are your technical limitations (TDM only, no Session Manager or SBC)? • Have you documented and tracked these goals and requirements? • Have you communicated these goals and requirements with global stakeholders?
- 10. Goals & Requirements Define the user experience! Lync can be integrated into Avaya numerous ways: – Direct SIP (Enterprise Voice) • A user can be enabled for Enterprise Voice and use the Lync client to make and receive telephone calls between other Lync users, Avaya stations, and to the PSTN. – Remote Call Control (CSTA) • The Lync client acts as a remote control for the Avaya phone. All media streams are kept within the Avaya framework. • Only signaling is sent between Lync & Avaya. – Client Side Plug-In • Avaya provided client side software.
- 11. Comparison of Lync & Avaya Voice Components Microsoft Microsoft Notes Avaya Avaya Notes Certified Voice Gateway Provided by certified third parties (AudioCodes, Sonus, etc.). Provides TDM, analog, and IP related telephony services GX50 Media Gateways Provides TDM, analog, and IP related telephony services Lync Front End Server Provides PBX and conferencing MCU Aura Communications Manager Provides PBX and conferencing MCU Lync Mediation Server Provides SIP signaling and media transcoding to certified third-party providers and servers CSTA signaling is not provided by the mediation role. Aura Session Manager / SIP Enablement Services (SES) Provides SIP signaling to third-party providers and servers Aura Application Enablement Server (AES) Provides application programming interfaces (APIs) and Computer Supported Telecommunications Applications (CSTA) signaling to third party applications Lync 2010/2013 client Avaya Client Applications (ACA) Third-party application plug-ins
- 12. Comparison of Lync & Avaya Voice Components Lync Mediation Server: – Required for Enterprise Voice workload – Required for PSTN dial-in conferencing workload – Largely unchanged from previous versions How Mediation Server is used: – Allows connectivity to PBX’s, PSTN Gateways, SBCs or SIP Trunk providers – Similar to a Media Termination Point (MTP) – Translates media streams – Connects using TLS or TCP (UDP is not supported)
- 13. Comparison of Lync & Avaya Voice Components Mediation Server Construction: – Can be collocated as a service with Lync Front End server – Can be stand-alone server – Can be pooled with additional Mediation servers – Can be hardware or virtual Mediation Server Sizing: – Consider call volumes • PSTN • Conferencing – Call volume differences • Collocated: ~150 max calls/mediation service • Stand-Alone: ~1100-1500 max calls/mediation service
- 14. Comparison of Lync & Avaya Voice Components • Avaya Codecs – G.711 – G.729 • Lync Codecs – Silk (peer-to-peer) – RTAudio Wideband (peer-to-peer) – RTAudio Narrowband(peer-to-peer & PSTN) – G.722 (Conferencing) – G.722 Stereo (peer-to-peer & Conferencing) – G.711 (PSTN) – Siren (Conferencing) • Lync & Avaya Interop Codecs – G.711
- 15. Avaya Integration Best Practices Open Interoperability Program (OIP): – Qualified vs. supported – Qualified: The vendor has been independently qualified with Lync – Supported: Vendor has not passed the formal UCOIP qualification process, but sufficient internal testing has been performed by Microsoft – http://technet.microsoft.com/en-us/office/dn788945.aspx – Avaya is not qualified, only supported* for Lync
- 16. Avaya Integration Best Practices Avaya & Lync 2013 Supportability Reference: http://technet.microsoft.com/en-us/office/dn788945.aspx
- 17. Avaya Integration Best Practices Avaya & Lync 2010 Supportability Reference: http://technet.microsoft.com/en-us/office/dn788945.aspx
- 18. Avaya Integration Best Practices Avaya & Lync 2010 Supportability Reference: http://technet.microsoft.com/en-us/office/dn788945.aspx 12/3/2014 21
- 19. Avaya Integration Best Practices Use of Session Boarder Controller (SBC) Q: Can Lync be directly integrated with Aura Session Manager? A: Yes, absolutely. Take into account the limitations on the previous slides. Q: What if I am not comfortable with the limitations outlined in the previous slides? A: Deploy a certified voice gateway (TDM-to-IP or SBC) between Avaya & Lync. The Avaya Session Boarder Controller for Enterprises (SBCE) is not certified with Lync. Avaya CM Avaya Session Manager Front End Pool Avaya CM Avaya Session Manager Front End Pool Lync Certified Voice Gateway
- 20. Avaya Integration Best Practices Inbound Call Flow with EC500 Avaya CM Avaya Session Manager Front End Pool Avaya Phone Lync User 1 2 3 4 6 7 8 5 External PSTN Caller
- 21. Avaya Integration Best Practices Outbound Call Flow Avaya CM Avaya Session Manager Front End Pool Lync User 7 6 5 4 3 2 1 External PSTN Caller
- 22. Avaya Integration Best Practices
- 23. Avaya Integration Best Practices Call Quality and Prioritization Planning – Lync absolutely supports Quality of Service (QoS) • With the correct planning that is… – Audio • Express Forwarding (EF) - Class Selector (CS) 5, DSCP 40 • Expedited Forwarding (EF) - Class Selector (CS) 5, DSCP 46 – Video • Assured Forwarding (AF41) - DSCP 34 – App Sharing, File Transfer, etc.
- 24. Avaya Integration Best Practices Call Quality and Prioritization Planning – To support the prioritization of audio, video, application sharing, and file transfer traffic in Lync, the media port range should be modified to align with the QoS policies and queues. Component Port Range Port Count Transport Port use Clients and Servers 16384-32767 16383 TCP/UDP Audio port range (Minimum of 128 ports required) Clients and Servers 32768-40767 7999 TCP/UDP Video port range (Minimum of 128 ports required). Clients 40768-41767 999 TCP Peer-to-peer file transfer (Conferencing file transfer, clients use PSOM. Minimum of 4 ports required) Clients and Servers 41768-44767 2999 TCP Application sharing (Minimum of 128 ports required) Clients 7100-7102 (Default) 3 (Default) TCP Client SIP Dynamic Port (Control and signaling Information) Servers 5060-5061 or 5067-5068 (Default) 2 (Default) TCP/TLS Server SIP Port (Control and signaling Information)
- 25. Avaya Integration Best Practices Audio Conferencing Planning – How do you want conferences calls to ingress into the network? • Through Avaya • Through SBCs • Direct to Lync – Where will the Lync Front End and Mediation servers be placed? – SIP Trunking • Are you considering SIP Trunking? • Compare core hubs to telco inbound local SIP Trunking service • What is the amount of bandwidth reserved to SIP Trunking traffic? • Does bandwidth need to be increased to support the Lync dial-in conferencing workload?
- 26. Avaya Integration Best Practices Audio Conferencing Planning – Is it cheaper to leverage Avaya + Lync for the conferencing workload? – Avaya Media Gateway • What is the current utilization of the Avaya media gateway(s)? • What is the current capacity of the Avaya media gateway(s)? • Is Session Manager deployed? • Are Lync certified third-party gateways required? – Are support teams siloed?
- 27. Avaya Integration Best Practices Voicemail Planning – Lync only supports Exchange for auto attendant routing and voicemail deposit – Simultaneous Ringing of an Avaya endpoint and a Lync endpoint needs to be reviewed Voicemail Backend Lync Supported Avaya Supported Modular Messaging/ Aura Messaging Exchange 2007 Unified Messaging Exchange 2010 Unified Messaging Exchange 2013 Unified Messaging Exchange Online Telephony advisor for Exchange 2013: http://technet.microsoft.com/en-us/library/ee364753%28v=exchg.150%29.aspx
- 28. Considerations & Integration Challenges Softphone & Hard phone options – Too many to count… http://catalog.lync.com/ – Headsets: pay special attention to wired, wireless (Bluetooth vs. DECT) – Hard phones: pay special attention to Lync optimized vs Lync compatible
- 29. Considerations & Integration Challenges
- 30. Considerations & Integration Challenges • Simultaneous Ringing between Lync and Avaya – Pulling calls back – Presence between systems – Sharing the same extension between both PBXs – Inbound dialing vs. outbound dialing – Voicemail deposit • Aura Messaging vs. Exchange Unified Messaging • Remote Call Control – Doesn’t necessarily fit the “Unified Communications” model – Problematic – Pairing relationship is between the Lync client and one phone – Not a good solution for the mobile/traveling worker
- 31. Considerations & Integration Challenges • Avaya Agile Communication Environment (ACE) – Avaya’s client-side plug-in for the Lync client – Similar to Remote Call Control functionality – Attempts to keep audio and video controls within the Avaya framework • Ask yourself: – How does this impact the end-user experience? – Will this work remotely (no VPN or direct access)? – What is the plan to maintain the client-side plug-in? – What are the know issues/limitations with the client-side plug-in?
- 32. Considerations & Integration Challenges Reference: http://www.avaya.com/usa/documents/avaya-microsoft-lync-integration---uc7491-03.pdf
- 33. Considerations & Integration Challenges Lync Call Admission Control (CAC) Overview – Used to manage voice and video limits • Network congested sites can limit video and allow full audio – Recommended to use in conjunction with QoS – Reroute capabilities if calls are blocked • Edge reroute of audio and video • PSTN reroute • Audio and video must follow same reroute path
- 34. Considerations & Integration Challenges Lync Call Admission Control (CAC) Challenges – Lync CAC is application layer only • Cannot be shared with Avaya CAC mechanisms • Is not controlled at the switch – Requires planning sessions • Network team must know their network – Backbone, subnets, utilized and available bandwidth • Lync will “share the pipe” with Avaya • Lync team enters the data provided by the network team into the Lync CAC configuration
- 35. Considerations & Integration Challenges Lync Call Admission Control (CAC) Challenges – Cannot manage other data streams, such as content sharing traffic • Important for constrained sites with heavy content sharing users • QoS should be used to push data streams to a lower priority – Lync clients must be deployed • OCS 2007 R2 clients do not support CAC
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