UC Solutions Solutions - Westcon

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Westcon Group, Inc. is a value added distributor of category-leading unified communications, network infrastructure, data center, and security solutions with a global network of specialty resellers. The company goes to market under the Comstor and Westcon brands. Westcon Group’s teams are located in 60+ countries around the globe, create unique programs and provide exceptional support to accelerate the business of its global partners. Strong relationships at every level of the Westcon Group organisation enable partners to receive support tailored to their needs. From global logistics and flexible customized financing solutions to pre-sales, technical and engineering assistance, the company works with partners to respond with agility and speed to changing market conditions so they can achieve the fastest time to revenue. Westcon offer the BROADEST portfolio of Lync eco-system vendors available ANYWHERE in Distribution. We also offer a menu of value-added services around UC solution selling encompassing sales & pre-sales support, system configuration advice, marketing, UC fundamental and specialist certification training and world-class pan-global logistical services. This guide is designed to help you understand the Microsoft Lync solution and the benefits it brings to your customer. Want to know more? [email protected] www.discoverucc.com

YOUR LYNC HARDWARE DISTRIBUTOR

Making Lync Simpler and More Profitable The broadest and most comprehensive Lync optimised vendor portfolio anywhere in distribution

discoverUCC is Westcon’s dedicated portal on all Lync related topics. Complete with news, articles, events, collateral and all of our Lync optimised vendor portfolio. There is always something new on the site, so check back regularly! See some interesting articles below: ENABLE MICROSOFT LYNC ENTERPRISE VOICE WITH OFFICE 365 Office 365 is one of Microsoft’s fastest growing businesses, with annual runrate revenues in excess of $1.5bn. This offers a huge opportunity to partners that can Lync Enterprise Voice enable ... LYNC IS NOW A BILLION DOLLAR BUSINESS From the recent news that Lync revenue has grown by 30% to break through the $1bn milestone, Microsoft have produced a great new infographic detailing how extensively Lync has been ... HAVE YOU CONSIDERED THE NETWORK BEFORE DEPLOYING LYNC? In the overall picture of modern Unified Communications systems such as Lync, with its wide range of colourful user end devices, video conferencing, Presence and a whole range of other ... UNSURE WHETHER TO DEPLOY LYNC HEADSETS OR LYNC PHONES? Voice is a fundamental requirement for Lync – devices enable UC to truly harness the power of voice. In essence, the device defines the Lync experience – built upon an ... THE TOTAL ECONOMIC IMPACT OF POLYCOM VOICE SOLUTIONS FOR MICROSOFT LYNC At the end of 2013, Polycom and Microsoft commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study to examine the potential return on investment (ROI) enterprises may realize ... VOICE IS STILL KING OF THE CONTACT CENTRE! The rise of UC has provided contact centres with new ways to interact with customers, however, voice is still king! An organisation may have the most advanced, sophisticated contact centre ... THE WIRELESS WORKPLACE As the workplace is changing, so are the workers’ needs. Being mobile is a necessity for more and more people, as well as being able to connect to multiple devices ... WHAT NEXT FOR MICROSOFT LYNC? Microsoft made a lot of announcements at the Lync conference in February, and in between really specific promises for things such as an Android tablet Lync client, the offer of ... TELL ME ABOUT... LYNC UC SOLUTIONS

CONTENTS About Westcon Group 6 Global Coverage 7 Westcon 8 How Westcon supports its resellers 9 Finance & Leasing Services

Why Westcon and Lync? 10 11 12

Westcon simplifies Lync deployment Westcon and Microsoft Channel Benefits Westcon Lync Solution “at a glance”

Introducing Unified Communications 13 14 16 18 19 20 23 24

What is Unified Communications? Market Forces Driving UC Defining The Business Value of UC How can UC help my company? What sorts of businesses can benefit from UC? Making the business case The Market How is Lync performing in the market?

Is my business “UC ready”? 26 27

Is the Enterprise Network UC ready? Is the Enterprise Architecture UC ready?

Developing & Planning a UC Infrastructure 28 The core elements of a Lync deployment 31 Lync Phones: Optimised vs Qualified 32 Gateways and Session Border Controllers 34 Infrastructure 36 Securing the UC Infrastructure

Lync Appliance 47 Active Communications 49 Office 365 and the Cloud 52 OneBox365

Devices and Endpoints 54 Headsets & Speakerphones 55 Compatibility checkers 57 Best audio devices to recommend 80 AudioCodes 81 Polycom Solutions for Microsoft Lync 95 SMART 97 Snom 104 Spectralink

Applications 108 AdvaTel Espera 111 Altigen

Infrastructure 113 AudioCodes 116 Oracle 118 Oracle Solutions for Unified Communications 120 Extreme Networks 122 Radware 123 Sonus

Become a Certified Microsoft Lync Partner 129 The SIP School™

Contact Details

Microsoft Lync 2013 42

Is Lync ready for business?

TELL ME ABOUT... LYNC UC SOLUTIONS

:

4

About Westcon Group Westcon is a value added distributor of category-leading unified communications, infrastructure and security solutions with a global network of specialty resellers. Our teams create unique programs and provide exceptional support to accelerate the business of our partners. Strong relationships at every level of the Westcon organisation enable our partners to receive support tailored to their needs. From global logistics and flexible customised financing solutions to pre-sales, technical and engineering assistance, we work with our partners to respond with agility and speed to changing market conditions so they can achieve the fastest time to revenue. We have deep expertise in data networking, Unified Communications and security.

•• Founded 1985 •• Head quarters in Tarrytown, New York •• $5bn global revenue; over 50% from European Operations •• 100% channel focused •• Over 9,000 channel partners across Europe

Comstor Solutions is a dedicated value added distributor of Cisco networking, collaboration, security and data center solutions through a global network of specialty resellers. Our teams create unique programs and provide exceptional financial and technical support to accelerate the business of our partners.


Westcon Unified Communications and Collaboration Solutions is a value added distributor of categoryleading unified communications and network infrastructure solutions with a global network of specialty resellers. Our teams create unique programs and provide exceptional financial and technical support to accelerate the business of our partners.

Westcon Security Soluctions is a value added distributor of end-toend secure technology solutions for network and application infrastructure with a global network of specialty resellers. Our security, compliance, data center and cloud solutions are supported by a comprehensive suite of professional support, operational and marketing services.

5

Global Coverage EUROPEAN FOCUS...

Westcon Group has Over 100 offices, shipping to more than 100 countries 20+ logistics/staging facilities

In-country presence Ship-to countries Representative OFAC countries JV countries Logistics Centre


About Westcon Group : Global Coverage

6

Westcon Westcon is the leading value-added distributor of converged solutions providing the highest levels of services, support programmes, training and tools needed to make our resellers more profitable and more competitive in their chosen market. The team at Westcon provides support through every aspect of the sales cycle, offering dedicated account management, marketing and a wide range of pre and post sales training and support. With a consultative approach the team is dedicated to helping you develop compelling solutions and grow your business. Our website provides a wealth of online sales, marketing and support resources to help our resellers evaluate and maximise their market opportunities and deliver truly converged solutions to their customers.

The leading valueadded distributor of advanced UCC solutions

RESELLER SUPPORT Westcon is dedicated to supporting its resellers businesses, and we aim to make working with us an enjoyable and profitable experience. With extensive experience of supporting multiple reseller channels, we know that the key to this is to invest heavily in highly-skilled staff, and a comprehensive range of services and market leading products.

VENDOR PARTNERS Westcon prides itself on partnering with the leading UCC vendors. Our go to market strategy, delivered through a highly experienced and skilled team, enables us to deliver complex UCC solutions. We play an integral part in our vendor’s go-tomarket strategy, helping develop and execute their channel strategies and ensuring our customers get the highest levels of support.

We believe at Westcon we have the right strategy for success. Our success is ultimately built on your success.

Our success is built on providing exceptional service to our resellers and the vendors we partner with.

Want to know more? Email [email protected] or visit www.discoverucc.com


About Westcon Group : Westcon

7

How Westcon supports its resellers Westcon is dedicated to supporting its resellers’ businesses, and we aim to make working with us an enjoyable and profitable experience. With extensive experience of supporting multiple reseller channels, we know that the key to this is to invest heavily in highly skilled staff, a comprehensive range of services and market leading products.

Account Management A dedicated account manager ensures that our resellers have access to the full range of support and development resources that the Westcon partnership offers: •• Experience and knowledge to help grow your business •• Complete commercial ownership •• Regular product, pricing and promotion updates •• Business development support

Customer Operations With a strong focus on customer service, Westcon provides comprehensive operational support. Our customer operations team offers the following: •• Efficient logistics •• Order processing and fulfilment •• E-Commerce •• Query resolution

Pre-Sales Support Our highly experienced team of pre-sales offer a wealth of knowledge and expertise in the following areas: •• Advice and consultancy •• Full support during the bidding process •• System design validation •• Support and advice for complex and multi-vendor solutions •• Full system configuration and pricing •• Customer presentations and solution demonstrations

Training Westcon Academy offers a comprehensive training portfolio with a range of sales, pre and post-sales training courses.

Professional Services The Westcon Professional Services team has extensive experience in implementing and supporting our UCC solutions. Our services include: •• Solution pre-staging •• System installation and commissioning •• Technical Support •• Maintenance •• VoIP network readiness testing •• Project Management

Marketing Our compelling market leading programmes are designed to help you develop your own skills and expertise and to develop your UCC business: •• Dedicated vendor product management •• Channel marketing support •• Comprehensive demand generation initiatives •• Marketing design and customisation service •• Regular product forums & road shows •• Data and campaign services

Our Website The Westcon website offers innovative UCC solutions and advanced reseller support services to help develop competitive advantage, profitable business and truly converged solutions. •• Multi-vendor resources and services •• Extensive collateral •• Sales and marketing tools •• Promotions and incentives •• Access to Westcon events

•• Exclusive solution sales training delivered by leading industry experts •• Comprehensive, hands-on technical training •• Book online through our website •• Bespoke training courses and workshops


About Westcon Group : How Westcon supports its resellers

8

Finance & Leasing Services Westcon Group’s global strength facilitates financial services that support

Flexible and competitive financial support

your business growth. From flexible credit through to competitive leasing programmes, Westcon offers a range of financial solutions to suit your business requirements.

FLEXIBLE CREDIT

MULTIPLE CURRENCIES

Westcon takes a flexible approach to credit management. Your account is managed by an experienced team who will support your business growth and help you maximise your procurement requirements.

We can invoice in 3 currencies (EURO, GBP, USD) as required. We are sensitive of credit approvals and limits and we schedule regular follow-up with our customers to ensure our terms and limits are competitive.

SOLID FINANCIAL BACKING

LEASING PROGRAMMES

As part of the global Westcon Group, Westcon has the financial backing to provide security for even the largest of deals.

Westcon offers a range of vendor leasing programmes.

Westcon’s commitment to channel education is demonstrated through our award winning training academy where we run a complete programme of sales, pre-sales and technical training courses. These courses provide hands-on experience with the latest products in a friendly and comfortable training environment. Our Westcon Academy trainers are certified to deliver technical training using authorised training material and providing you with the opportunity to take vendor certified assessments. This means that as well as providing practical experience, Westcon can also help you achieve your appropriate Business Partner accreditations. Westcon Academy delivers authorised training for Avaya, Nortel, Extreme Networks and many more leading vendors. To find out more, contact your local Westcon representative.


Comprehensive channel education

About Westcon Group : Finance & Leasing Services

9

Why Westcon and Lync? Westcon delivers the broadest and most comprehensive Lync optimised vendor portfolio anywhere in distribution. We are the first distributor, globally, to be awarded the Microsoft Communications Gold Partner certification and have a twenty-five year heritage working in Unified Communications. We are experts in bringing together the multiple elements of any Microsoft Lync deployment:

Audio and video

User devices

Security and resilience

Applications

Connectivity

Infrastructure

Westcon simplifies Lync deployment With Westcon, you get all the products and services from a single source, simplifying the supply chain, eliminating logistical issues and facilitating complex deployments. Westcon is dedicated to making Microsoft Lync solutions simpler and more profitable for our partners, providing unique programmes and exceptional financial and technical support to accelerate the Lync business practices of our channel partners.

SIMPLIFICATION

ORCHESTRATION

ACCELERATION

A single source for all Lync eco-system products and services

‘Putting it all together’ with pre-sales support, products, marketing, events, training, post-sales services, logistics, credit and on-boarding programmes

Increase speed to market and revenue for partners

We go further than any other distributor to ensure you have all you need to accelerate your Lync business. •• Fast-track Lync certification training •• Results-based Business enablement •• Dedicated Account Management

•• Award-Winning Marketing support •• Solution bundles and demo offers •• Proof of Concept Programme

•• Expert Pre-sales support •• Complementary Professional services

Ensure you provide your customers with the best possible Microsoft Lync experience by choosing a hardware distribution partner with the expertise, UC heritage, and comprehensive support designed to enable you to succeed. TELL ME ABOUT... LYNC UC SOLUTIONS

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Westcon and Microsoft Channel Benefits THE MICROSOFT ADVANTAGE •• Lync Deployments •• Net new licence and service revenue •• Activate ‘unused’ Core CAL Lync licences •• Accelerate time to money •• Microsoft Consulting •• ‘Solution-ise’ Lync •• Net new partners from legacy voice channel

& UC Vendor Partners

THE WESTCON PROPOSITION •• Lync Partner Development •• Lync Solution Ecosystem •• Lync Services •• Increased wallet share for partner

Channel Partner

THE PARTNER ADVANTAGE •• Access to Lync community & channel •• Single source for Lync eco-system •• Competitive differentiation to peers

Want to know more? Email [email protected] or visit www.discoverucc.com


Why Westcon and Lync? : Westcon and Microsoft Channel Benefits

11

Westcon Lync Solution “at a glance”

CONNECTIVITY

SECURITY AND RESILIENCE

AUDIO AND VIDEO

USER DEVICES

APPLICATIONS

INFRASTRUCTURE


Why Westcon and Lync? : Westcon Lync Solution “at a glance”

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Introducing Unified Communications Unified Communications (UC) is improving and enhancing the way that enterprises and individuals not only communicate but also in the way business is transacted. By incorporating multi-media applications (voice, video, IM, presence) into a single, feature rich user experience, significant productivity and efficiency gains can be achieved.

What is Unified Communications? There are many definitions of “unified communications” but broadly speaking it combines multiple real-time and offline communication modes (such as telephony, video, email, fax, and instant messaging) plus a range of additional capabilities (including presence detection and click-to-call) into a single, integrated solution. With UC solutions, users can access and manage all of their communications tools from a single environment, regardless of their location.

Presence A collection of attributes that provides an indication of status, activity, location, ability to communicate, and contact information.

Private branch exchange (PBX) replacement UC integration with Voice over Internet Protocol (VoIP) systems can replace traditional phone exchange systems.


Instant messaging (IM) A form of realtime text-based communication.

Unified Messaging An application that consolidates a user’s voice mail, fax, and email into one mailbox, so that the user only needs to check a single location for messages, regardless of type.

Data and desktop sharing A feature that allows users to share files, use whiteboard, and display their desktop to a meeting or to conversation participants.

Conferencing Two-way video and audio transmissions between users in multiple locations

13

Market Forces Driving UC Today’s business environment is more complex and demanding than ever before. Rapid advances in communications technologies, e-commerce, social media and the burgeoning use of mobile ‘smart’ devices have unleashed an expectation of ‘near real time’ demand and fulfilment from customers, from suppliers and from employees. Business is increasingly global in nature resulting in complex and deeply entwined supply chains and the need to enable transactions across multiple time-zones. Co-workers are more geographically dispersed and often work outside the office remotely and – increasingly – mobile. In addition, the prevailing macro-economic climate compels businesses to focus on achieving competitive advantage like never before, whether through cost saving, efficiency/productivity gains, or by accelerating the process by which innovative products and solutions are brought to their customers; or most likely through a combination of all three. Furthermore disruptive IT technology and deployment scenarios (Cloud, BYOD etc), have created additional demands on the business IT function.

THE LATEST BUSINESS TRENDS: •• Enabling transactions across multiple time-zones •• Collaboration between geographically dispersed co-workers •• Ability to work remotely or mobile •• Focus on achieving a competitive advantage •• Take advantage of Cloud and BYOD services •• Saving costs •• Efficiency and productivity gains

This complexity, set against the backdrop of increased pace of business create enormous – and growing – communication challenges, whether in the context of IT processes, applications and systems integration or whether at the ‘human’ level; i.e. the ability to locate and establish communication with a subject matter expert a.k.a. someone who can help! It can be clearly demonstrated that the need to simplify communications and collaborative interactions has never been greater – and this is arguably where UC comes into its own.

Total UCaaS revenue forecasts by segment 4500 4000

6%

Video Email

3500

Web conferencing 27%

3000

Contact Center IM/Presence UM/VM

2500

12%

2000

8%

1500 1000 500 0

Voice

6% 2% 3% 19% 24% 3% 2% 2% 46%

39%

2011

2012

2013

2014

2015

2016

2017

Source: Canalys estimates, April 2013


Introducing Unified Communications : Market Forces Driving UC

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UC is not about technology. It is about using tools and processes – delivered through investment in IT tools – which facilitate solutions to the challenges outlined above. The need for human collaboration has never been greater but the ‘old’ way of doing things, predominantly through phone and email, just isn’t working anymore. Businesses need a better, more immediate way to find and connect remote and distributed teams of co-workers, suppliers, and partners. The respected telecom market research organisation, Infonetics, put it very succinctly when they said “There is a need to create an overall communication experience.”

“There is a need to create an overall communication experience”

UC has been around for a while and was a term originally used to articulate the convergence of voice and data networks. Today, however, it has evolved to encompass an enhanced level of connected-ness whether that be machines, processes or people. Increasingly, video, mobile devices, social media and mission critical business applications are being integrated in an effort to build the ‘seamless communications experience’.

Total UCaaS revenue forecasts by segment Europe, Middle East and Africa

200 to 249 10 to 99

250 to 999

1000+

1 to 9

2012

2017

0

400

800

1200

1600

2000

End User Value ($ million) Source: Canalys


Introducing Unified Communications : Market Forces Driving UC

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Defining The Business Value of UC A recent report from Forrester Research – “Build a Better Business Case for UC” summarised the benefits of UC;

“

UC benefits the business by enabling workers to reach the right person at the right time via the right communication mode; reducing communication delays and failures, which helps businesses be more productive. In a recent report, Forrester Research identified that the top benefit of UC reported by IT decision-makers is better collaboration. Shorter process cycles, improved decision quality, and improved collaborative innovation can all be achieved by using UC to keep teams connected. The ability to reach the right person the first time reduces the number of voicemail and email messages, reducing time required and frustration experienced by employees. The ability for people to identify, locate, and understand the availability of key staff or subject matter experts, means they can get the information they need to make decisions in shorter timescales. Using UC to connect to and collaborate with remote employees allows better decisions to be made in near real time or based on a pre-agreed schedule. A good UC infrastructure is able to connect remote team members (whether remote means 100 yards down the hall or halfway around the globe) into a cohesive team structure, leveraging the skills of team members regardless of location. Being able to connect and communicate with IM to share progress statistics, via telephone to discuss schedules, or over video- and web-conferencing to brainstorm new ideas allows teams to concentrate on innovating instead of troubleshooting complicated, unreliable tools.

”

Top benefits of UC is improved collaboration 35% Faster problem solving 47%

31%

Improved customer experience/satisfaction

Improved project management

70%

25%

Improved collaboration between dispersed teams

Improved relationships with business partners

Base: 402 North American and European network and technology decision-makers at enterprises (1,000+ employees) that have implemented UC.

22%

Source – Forrester Research, Inc Forrsights Networks and Telecommunications Survey, Q2 2012


Shortened cycles for decision making

Introducing Unified Communications : ��

16

UC offers huge opportunities for businesses, with benefits including improved productivity, more effective collaboration, higher customer satisfaction rates and ultimately, reduced costs and higher profits.

UC appears to offer a panacea to the challenges and needs mentioned above and adoption has grown at an increasing rate over recent years, but still presents distinct challenges in terms of realising its full potential to deliver ‘hard’ benefits and ROI. UC solutions are often multi-vendor by their very nature driven by the need to adopt bestof-breed and/or best-in-class products and solutions. This presents a different level of complexity in terms of systems and process integration, changing business culture and achieving user acceptance and adoption. If one assumes that the mid-market/SMB customer, is the business segment most likely to become the potential growth engine in the next phase of UC solution adoption it will become increasingly critical for partners to expand their skills and expertise to employ a more-solution centric approach to this business community. Paradoxically it is often the case that smaller businesses, employing fewer people who carry responsibility for a number of business functions, are those organisations who stand to gain most from UC adoption. However they also have amongst the highest barriers to adoption with respect to perceived complexity, cost and likely benefits. As Gartner’s most recent Magic Quadrant for UC report stated:

“

Clients report that working with multiple partners to obtain a complete solution can be difficult.

”

Although articulated in the context of a ‘threat’ to ongoing market momentum, adoption and use, this statement also represents a significant market opportunity for those channel partners who are willing to make the necessary investments to overcome potential inertia in customer adoption. The opportunity for the customer to fully realise the true value of UC in terms of cost saving, productivity enhancement and enabling mobility will – to a large extent – be governed the channels’ ability to articulate the benefits in hard and soft ROI terms; to ‘productise’ complex multi-vendor solutions, to provide effective ongoing service and support and to provide effective user training and communication to encourage cultural change in the business use of IT and to drive adoption. Frost & Sullivan’s “Finding the Value in Unified Communications” report summarised the Return on Investment hierarchy as:

“Soft”

Gain Competitive Advantage Integrate UCC with business processes and line-of-business apps

Enhance Productivity & Collaboration Enable mobility, federated presence, desktop multimedia conferencing

“Hard”

Improve Operational Efficiency Reduce travel costs, eliminate third party conference service expense

Reduce Communication Costs Toll bypass, least cost routing, data centre consolidation, SIP Trunking

Tactical

Strategic

Source – Frost & Sullivan’s “Finding the Value in Unified Communications”


Introducing Unified Communications : ��

17

How can UC help my company? One of the most effective ways to establish how – or whether – a UC solution can positively impact a business is to identify ‘use cases’. How are communications tools used within the business today? And how effective are they? How many missed calls, voicemails, lost orders, unhappy customers etc? How could the features and functions of a UC solution reduce and/or overcome these problems to create realisable business benefit? In a productivity improvement scenario this can be as simple as using presence to establish the availability of a colleague or an appropriate subject matter expert. An instant messaging session – escalating to a voice and/or video conference, with application or screen sharing as appropriate – can dramatically reduce wait time for problem resolution. The potential use of a UC solution in a business process improvement scenario can be more subjective in terms of uncovering, measuring or defining inefficient processes or business bottlenecks. There are five principle areas where a UC solution might provide specific business benefits in terms of its suitability as a solution in specific process-related use cases;

1

First call resolution. Using Presence and IM to help a supplier or customer reach the intended recipient or knowledge worker; “Peter is currently on another call but will be free in one minute – would you care to hold?” or “Sarah is not available but one of her colleagues is free – can I put you through?”

2

Facilitating and accelerating team collaboration; providing a suite of tools to enable ongoing project teams or ad hoc workgroups to collaborate together more effectively. The potential impact can be felt in improved information sharing, faster and improved decision making and earlier project completion. The associated acceleration in launching a product or service can be measured in competitive advantage and improved financial results.

3

UC enabled business applications; review the depth of integration between existing communication modalities and everyday desktop productivity tools. For example: a sales proposal written by a colleague in Microsoft Word is being reviewed when something that requires further explanation is noticed. Through deployment of a UC solution that is tightly integrated to the business applications, it is possible to quickly establish the authors’ availability using Presence, establish an IM chat, escalate to a call (including video) if necessary and desktop share – without leaving the Word document.

4

Mobility & Federation. Increasingly people are working outside the office environment either remotely based or predominantly ‘on the road’. How does this trend impact business process with respect to day-to-day communication and collaboration; what limitations does it place on an organisations ability to maintain effective supplier and customer relationships? A UC solution providing an intuitive and consistent user interface that is available across multiple operating platforms including desktop and mobile devices, will facilitate effective ‘whenever, wherever’ communications. The ability to federate with customers and suppliers using a UC solution further reduces the distance between collaborative entities in a supply chain or service delivery project.

5

Maintaining effective work-life balance. How many times have you been working ‘out-of-hours’ when you come across something that requires input from a colleague? You had two choices; either send an email asking for further information and revisit the task next morning, or risk making a call and risk disturbing family or social downtime. With Presence and IM a colleagues availability can be established immediately and appropriate actions taken.

Market Trends Professional

Personal

TODAY I

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bo

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·

CLOUD

SE

RV

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k


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YESTERDAY

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Introducing Unified Communications : How can UC help my company?

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What sorts of businesses can benefit from UC? UC solutions can help organisations of all sizes, from small businesses to large-scale global enterprises. Small companies can eliminate the costs of owning and operating a traditional phone system while accessing enterprise-class tools that help improve competitive advantage. Despite limited IT resources, small businesses can more easily manage internal and external communications systems with UC – increasingly through the use of Cloud-based solutions. Large organisations can enhance the efficiency of business processes, improve collaboration among geographically distributed teams, and generate telephony cost savings commensurate with the scale of their communications infrastructure. And by consolidating the infrastructure required for multiple modes of communication, UC are expected can help organisations of all sizes access a broad range 75% ofto workers be mobile by 2017 of tools while streamlining IT administration.

Mobility Trends 83%

With Microsoft having taken the first steps towards full integration of the ‘consumer’ and ‘enterprise’ UC worlds by leveraging their Skype acquisition it is reasonable to expect further acceleration of the UC market. With ‘consumer-isation’ being more pervasive than ever, users increasingly expect the rich collaboration experiences they have at home be replicated in the workplace.

28%

Office workers that regularly work from home or another location

of workers use their personal devices for work

72%

35%

of workers are mobile today

Office workers that regularly respond to calls and emails outside of office hours

Saving time saves money: 115 minutes per employee

30

Find-Me, Follow-Me saves a person up to 30 minutes per day by being able to reach a co-worker at the first attempt

191

40

5-15

Unified Messaging saves an individual at least 40 minutes a day by providing one interface or app lication to access email, voicemail and fax

Interactive Voice Response Systems automatically route calls to the appropriate person alleviating on-hold times saving 5-15 minutes per day

49,660

hours/day company wide

Mobility increases responsiveness, decreasing productivity delays by being able to access office communications from a mobile device, saving over 30 minutes a day

Equivalent to more than

6,207 hours/year

30

23

8 hour days

Employees

A COMPANY WITH 100 EMPLOYEES CAN SAVE $920,000


Introducing Unified Communications : What sorts of businesses can benefit from UC?

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Making the business case Forrester Research’s recent report “Build a Better Case for UC” highlighted that the primary obstacle in deployment of UC was perceived cost and cultural challenges.

The top concern is that UC is too expensive 32% Lack internal skills 44%

Our corporate or IT culture is not conducive

29%

Our business processes are too complex to integrate

53%

26%

The technology is too expensive

Technology is not mature enough

Base: 133 North American and Euopean network and technology decision-makers at enterprises (1,000+ employees) that have implemented UC

26%

Challenges with security and privacy

Source – Forrester’s Strategic Planning Foresights Emerging Technologies Survey, Q2 2012

23%

Vendors are not mature enough

However, with an appropriate, objective and thorough analysis it can be demonstrated that UC offers business not only the opportunity to make substantial hard dollar savings but also to achieve significant soft benefits too. From a financial perspective, the business case for UC involves consideration of two measures; opportunities for revenue enhancement and cost saving. Listed below are three potential areas and opportunities for costs savings: •• Reducing out of pocket expenses •• Increasing staff productivity •• Improving communications and process optimisation Reducing out of pocket expenses is an important goal – particularly in the current economic climate. Communications expenses associated with long distance, international and calls to cell phones is a business’s second largest variable cost. Reductions in call volume through use of IM chat for routine ‘quick question’ style interactions is an obvious cost saving. Seeing presence before initiating a call also saves time and money. Making UC client-to-client calls – especially internationally and between cell phones over a data channel – is also a significant cost saving opportunity. Another of the most obvious areas for expense improvement is reduction in costs associated with travel. However cutting travel budgets without delivering effective alternate collaboration tools and workspaces can be self-defeating. To sustain previous levels of productivity employees must be able to ‘meet’ and collaborate on projects and documents. If the collaboration experience can be enhanced by reduced travel-related fatigue there can be a two-factor improvement to the bottom line. Bringing external audio/video conferencing services ‘in-house’ can be one of the earliest and biggest financial wins for a business deploying a UC solution. Many organisations have paid for their entire UC deployment in as little as a few months simply by eliminating the costs of external conference services. Hard ROI measured in as little as a few months are not uncommon in this scenario.


Introducing Unified Communications : Making the business case

20

Elements included in computing ROI productivity 50% Office gains

53%

49%

Savings on conferencing services

Required infrastructure upgrades

55%

46%

Reduced travel expenses

Mobile productivity gains

46%

Source – Webtorials 2013 Unified Communications Plans and Priorities

Network services costs

44%

Achievement of business goals

There are also ‘soft’ benefits attributable to the use of internal conferencing. Scheduling meetings is much easier, bringing in further attendees ad-hoc during the meeting is simple and quick and because group conferencing uses the same consistent set of tools and services as those used when collaborating 1-to-1, the meetings are generally more collaborative and productive. A snowball effect or benefit can also be seen as when the UC tools are easy to use; more collaboration happens, which improves productivity, which encourages greater collaboration which… Facilities costs are also an area of potential cost savings. Through the use of effective UC-based communications & collaboration tools it is possible to increase the number of remotely based staff without compromising business effectiveness. The resulting long term savings in real estate and/or office space, lighting, heating and electricity costs can be significant. It is also highly likely that the business will experience additional soft benefits in that staff morale and productivity are likely to increase as a result of improvements to their work/ life balance. In addition to these examples of measurable savings in out-of-pocket expenses, improvements to staff productivity can also improve business processes. Consider working practices within a typical organisation. Frequently, individuals experience significant delays finding the right person or the right content to make the next step on a project, or to get approval to move to the next task. A recent report from Webtorials concluded that “an average of 18% of projects are delayed at some point because the team couldn’t collaborate effectively, and 16% are delayed because the team couldn’t reach a decision maker.” Presence-enabled solutions help people find the resources they need, access managers or experts who can help, or get data transferred to the place it needs to go.

18%

of projects are delayed at some point because the team couldn’t collaborate effectively

16%

of projects delayed because the team couldn’t reach a decision maker

Simplifying common communications tasks improves productivity but the challenge is always to convert this sort of productivity improvement into a measurable, business impact. However in today’s environment, where headcount is under sustained pressure, these productivity enhancements can support a leaner workforce in continuing to achieve the business objectives. TELL ME ABOUT... LYNC UC SOLUTIONS


21

The click-to-collaborate facility from within a business document or email not only speeds access to appropriate stakeholders as previously described, but because it’s easy, people will actually take the opportunity to clarify an instruction or comment on an issue. ‘Normal’ methods of communication impose invisible barriers – telephone tag and email loops, and because of those challenges people often choose not to bother trying. The positive impact of UC can be therefore be measured in terms of reductions to errors and reworking. The use of UC tools to speed collaboration or find resources among workgroup, department, or project teams can have a transformational effect on how work is accomplished. For example, shortened sales cycles both accelerate time-to-money and improve rates of customer sales closure. New products can be introduced to market more quickly and with reduced development costs. Faster decision making and rapid problem resolution remove delays from normal business operations. All of these accelerate business processes, which can commonly mean larger and earlier revenue recognition. UC capabilities, properly deployed, can deliver improvement beyond company boundaries. One of the biggest opportunities is to build better communication links between a company and its suppliers, partners, and customers. Federation of presence information and links to other IM systems facilitates more effective collaboration with people outside the business. This allows more rapid communications of delivery status, order updates, product and technical information, as well as direct ‘ad hoc’ communications between enterprises. Enabling these ‘additional’ lines of communication often implies that it’s easier to do business with this company. Increasingly, not having these lines of communication can sometimes act as an impediment to establishing new business relationships. Although the evidence may be interpreted as somewhat anecdotal, this translates into higher levels of customer satisfaction, greater loyalty, and incremental business opportunity. For suppliers it means more efficient operations and faster time to resolution for issues relating to the efficient operation of a relationship. For partners, a business using a communications-enabled UC solution can often be thought of as “easier to do business with.” In today’s economic climate, these types of perceptions, although sometimes intangible, can be compelling.

Hard-Savings CARRIER TOLL CHARGES •• Intracompany long-distance is moved to WAN •• PSTN access is consolidated over larger, centralised trunk groups •• Centralised SIP trunking reduces carrier access costs •• Instant messaging convergence reduces cellular minutes CARRIER CONFERENCING •• Carrier conferencing per-call costs are eliminated by internal hosting TRAVEL •• Videoconferencing displaces travel costs CONSOLIDATED INFRASTRUCTURE •• IP telephony “data centre models” centralises PBX software and hardware •• MAC and other staff systems administration costs are reduced •• Wiring for voice and data is consolidated •• Physical hardware and server count for UC is reduced •• Software licence purchase and use are optimised •• Unified messaging – voicemail and email are consolidated DEVICES •• Soft phones displace hard phones •• Standardised phones are volume discounted

Soft-Savings USER PRODUCTIVITY •• IM/presence reduces “phone tag” •• Document sharing/editing improves speed and accuracy STAFFING •• Training staff is more productive using online training tools •• Recruiting and retaining employees is easier •• Skills use and knoledge transfer from Baby Boomers is more productive COLLABORATION CHAMPIONS •• Win rates increase becuase proposals are more timely and impactful •• Improved time-to-market for products improves profitability •• Supply chain collaboration increases inventory turns, provides more accurate orders •• Better collaboration among healthcase staff reduces costs and improves outcomes •• Insurance claims processing times are reduced, reducing number of disputes.

Source: Forrester Research, Inc



22

The Market A Forrester analysis ‘Sizing the Unified Communications (UC) Market’ identifies UC potential within enterprises of $14.5bn by 2015 across North America, Europe and Asia. However they caveat this prediction by stating that: “While all firms are demanding measurable business benefits to support UC business cases and deployment plans, the voyage to UC will be unique at each firm...” UC Strategies in a recent report commented that:

“

$14.5bn UC potential within enterprises

The need for unified communications and collaboration has never been greater, and the technologies continue to evolve to meet changing user needs. Trends such as worker mobility, the virtual workforce, the consumerisation of IT, bring your own device, and virtualisation are helping to propel the UC market

”

The worldwide total UC-capable market for premises-based UC was $12.2 billion in 2011, up 8 percent from 2010, and that will grow to $20.8 billion in 2016. In 2011, the worldwide net, or true UC, market was $2.7 billion, up 20 percent from 2010. The fastest growing component is conferencing/collaboration – which is experiencing a 50 percent compound annual growth rate. The worldwide mobile worker population will increase from 1 billion in 2010, to 1.3 billion in 2015, accounting for 37.2% of the workforce, according to IDC.

“

90 percent of businesses surveyed by IDG Enterprise in 2013 said they plan to invest in or update unified communications systems. And the firm says that the average annual UC spend is $383,000. IDG Enterprise adds that 74 percent of businesses plan significant investments in UC and collaboration systems over the next three years.

Currently, 65% of UC deployments are premises-based, though that is expected to drop to 31% as future deployments move more to the cloud. Hybrid deployments are the preferred approach to UC in the future.

”

Webtorials 2013 UC Plans & Priorities report

! leaders

ability to execute

Alcatel-Lucent Huawei Technologies Aastra Technology

IBM NEC

Toshiba

leaders

Cisco

Cisco Microsoft Avaya Siemens Enterprise Communications

ShoreTel

niche players

challengers

Mitel Interactive Intelligence

ability to execute

challengers

Gartner Magic Quadrant for Unified Communications 2014: Microsoft Lync Takes Lead from Cisco

Microsoft

Avaya NEC Alcatel-Lucent

Mitel

ShoreTel

Unify

Huawei

IBM Interactive Intelligence

visionaries

niche players

completeness of vision

visionaries

completeness of vision As of July 2013

As of August 2014

The Gartner UC Magic Quadrant identifies key vendors in the UC market.


Introducing Unified Communications : The Market

23

How is Lync performing in the market? A recent report from Infonetics highlighted a 9% sequential reduction in enterprise PBX spending. However the same report highlighted a 21% increase in sales of UC licences over the same period and further stated “Microsoft continues to post gains in the PBX market, leveraging its strength in unified communications.” In summarising the report findings, Infonetics concluded; “Meanwhile, demand for unified communications is increasing in all regions as businesses seek tools to help them boost employee productivity and flexibility … and Microsoft’s Lync has been the primary beneficiary, enjoying over 40% sequential growth. In 2013 Lync became Microsoft’s fastest growing business ever, achieving 40% growth in a single quarter. In January 2013 Webtorials reported that Microsoft’s enterprise voice base is expected to grow from 28% today to 39% in the future. A Nemertes survey from September 2012 found that 11.2% of respondents have deployed or plan to implement Lync as their IP-PBX – up from 4.9% in 2011. The most common drivers behind this move is the tight integration between Lync and Microsoft back-office and desktop productivity tools such as Exchange, SharePoint and Office Microsoft claim 90 of the Fortune 100 companies are Lync users and that 5m Lync seats are now deployed vs 3m just 18 months ago and are forecasting further significant growth in the various UC workloads – particularly enterprise voice.

3Com, 0.1% Toshiba, 1.0%

Aastra, 4.2% Alcatel-Lucent, 7.4%

Siemens, 9.5%

Altigen, 0.1%

Shoretel, 1.8% Samsung, 1.5% Polycom, 1.5%

NEX, 7.7% Avaya, 19.1%

Mitel, 3.5%

Microsoft Lync, 4.6% IBM, 0.6% Cisco, 20.2%

Microsoft had 27% UC communicator licence share in CY12


One in five enterprise voice seats sold globally is Lync.

Introducing Unified Communications : How is Lync performing in the market?

24

International Skype Minutes International Phone Traffic

500 400 300 200 100

2005 2006 2007 2008 2009 2010 2011 2012 Source: TeleGeography

•• Skype has 200 million average monthly connected users (as of April 2012) •• At peak times approximately 35m concurrent users are logged in to Skype •• Skype users generate 300 billion voice and video minutes annually, of which 43% were video •• According to Telecom market research firm Telegeography, in 2011 Skype-to-Skype calls comprised nearly 25% of total international calling minutes which includes PSTN and Skype to Skype calls. (Skype PR emphasized that this stat needs to cited properly)

million

Microsoft’s acquisition of Skype puts them in a leadership position. Microsoft will likely have 150 million standard client access licenses (CAL) deployed which include presence, IM and peer-to-peer voice and video. So, even excluding adoption of the Conferencing and Plus (Enterprise Telephony) CALs and without Windows Live and Office 365, Microsoft/Skype could be serving over 350 million UC users, which is a significant multiple of the number of licensed users for any of the ‘traditional’ IP Telephony-based UC or collaboration vendors.

International Minutes (Billions of Minutes)

600

300 Bn minutes annually

of which, 43% is video concurrent users logged in to Skype

How much traffic is in a Skype day? 2 Billion minutes

33 Million

1,388,000

hours

days

3,805 years

which is enough time to Travel to Mars more than 5,400 times

Run 6.6 million marathons


Fly around the world by plane more than 700 thousand times

Watch more than 16 million movies

Walk around the globe more than 845 times

Travel to the moon and back over 225 thousand times

Introducing Unified Communications : How is Lync performing in the market?

25

Is my business “UC ready”? Gartner has identified that “a best-of-breed approach” and the need for “vendor products to be interoperable “as important criterion in the planning of a UC solution deployment. As we have seen, there are many distinct elements that comprise a UC solution and we will explore each in more detail throughout this guide. Forrester state that: “While all firms are demanding measurable business benefits to support UC business cases and deployment plans, the voyage to UC will be unique at each firm”. It is reasonable to expect therefore that every UC deployment will be unique, both in terms of the users’ expectations and the complexities associated with design and implementation.

Each UC deployment will be unique, in both users’ expectations and implementation

The success of a UC deployment is clearly both network and security centric. A careful assessment of your company’s readiness for UC will be necessary in order that you can select the right solution and enhance the efficiency of deployment planning and implementation. This will include a careful definition of how you will use the solution and whether your IT infrastructure will need a refresh to support its deployment. Before embarking on finding an appropriate UC solution, it is important to identify and determine your business needs and the expected benefits of an investment in a UC solution. Some organisations will want to focus on enhancing the productivity of individuals by implementing new capabilities such as instant messaging, presence detection, or click-tocall. Other organisations need ways to eliminate bottlenecks, such as business workflows. In many cases, organisations benefit from first concentrating on individual productivity and then identifying opportunities for business process optimisation. Successful deployment of a UC solution depends on careful evaluation of your technical preparedness. The underlying network and communications infrastructure must be capable of delivering sufficient throughput and meeting the low latency requirements of UC voice and video applications to prevent, jitter, and packet-loss.

Is the Enterprise Network UC ready? Dimension Data’s annual Network Barometer report indicates that nearly half of all enterprise networks will be obsolete within five years because they predate current megatrends like BYOD, mobility, pervasive video and virtualization. On average, 40% of all devices have been past end-of-sale status for the past four years, according to the report, which includes findings from nearly 300 technology lifecycle management assessments at organizations worldwide. Wainhouse Research, agrees saying,

“

Many enterprises who want to create UC experiences are already sweating their network assets. Enterprise network engineers try to compensate for that by advising corporate IT not to deploy UC in full because their networks can’t handle it. Other times, companies deploy desktop video en mass and then see a spike in traffic that almost immediately trickles down to a subset of people who asked for that capability. These kinds of drop offs in usage, can often be attributed to poor quality video experiences because the enterprise network just can’t handle the load.

”

The Information Week “State of Unified Communications” report cited 25% of respondents as saying an aging network infrastructure is the most pressing concern in terms of the network’s ability to provide the appropriate quality of service to UC applications. The network infrastructure plays a critical role in any UC deployment and should be viewed as the foundations of the solution. Ensuring that the enterprise LAN is UC ready means undertaking an Ethernet switching & routing estate audit. Do the enterprise switches and routers have QoS tagging functionality? And if they do, what policies are in place to ensure a high quality end-to-end UC experience for the users? Some network policy implementations may be so conservative that the level of video is brought down to an unacceptable quality without even looking at the available network resources. While getting the network right is the foundation of any type of UC deployment, that’s not as easy as it sounds. Every organisation has its own unique network and its own set of UC and other applications running over the network. Getting visibility into what applications are having what impacts on the network can be challenging. In this scenario selecting a LAN infrastructure vendor such as Extreme Networks that has been fully tested and qualified for use with


26

Is the Enterprise Architecture UC ready? Session Initiation Protocol, (SIP), is the underlying IP application protocol responsible for establishing and delivering UC multi-media sessions. SIP should be seen as a fundamental element of a successful UC implementation. As voice, video & IM communication moves from IP, H.323, H.264 and even analogue (TDM) sessions to SIP, enterprises should review their current communications infrastructure to ensure that they are maximising the benefits of converged unified applications. Items worthy of consideration include: •• Legacy TDM architectures that require interoperability with new IP based telephony platforms •• Management of applications such as call centres, messaging and collaboration applications •• Requirements to reduce operational costs •• Business continuity of telephony services •• Privacy and regulatory compliance Unified Communications and SIP based solutions address all of these areas and more allowing customers to: •• Migrate away from traditional voice networks to SIP networks –– Improve interoperability between applications –– Reduce commissioning and installation time –– Lower national and international fixed-mobile call costs –– Support multi-media customer interaction (voice, video, IM etc) –– Reduce on-site disruption with a rapid installation –– Lower cost of telephony hardware, support and maintenance for PSTN expansion •• Secure their voice network –– Protect the voice infrastructure from voice specific threats and attacks –– Ensure business continuity and availability of collaborative applications and Contact Centres –– Enable integration with the service provider network for SIP trunks –– Deploy a teleworker solution rapidly and securely without VPNs •• Enhance productivity and efficiency of the organisation –– Reduce total cost of ownership with management and configuration continuity across all platforms –– Deliver a range of collaborative applications such as Voice, Video, Instant Messaging, Presence, Conferencing and more. –– Ensure business continuity. In case of failure a hot standby system can take over call processing without any loss of signalling or media – ensuring non-stop operation. •• Cost effectively support and integrate organisations with multi-vendor infrastructures –– Overcome compatibility issues between software releases and different vendor equipment –– Multi-interface media types deliver flexible PBX connectivity –– Reduce costs by extending the life of legacy systems and providing integration with new services and systems. For example connect a H32bv00203 PBX to a SIP Trunk through the SBC. –– Minimise complex configurations of a multi vendor network •• Integrate with business applications and enhance business processes –– Application access should be ubiquitous – empower users with collaborative applications and deliver a seamless experience irrespective of PBX type or connectivity –– Centralise business applications for both the legacy and IP telephony network –– Simplify and lower costs of integrating business applications (CRM, ERP etc) with the underlying communications network.


Is my business “UC ready”? : Is the Enterprise Architecture UC ready?

27

Developing & Planning a UC Infrastructure There are many distinct devices that comprise a UC solution, each responsible for delivering the necessary components for a successful deployment. Each element must deliver a high quality user experience, be easy to use and all require a secure and reliable IT infrastructure in which to operate.

The core elements of a Lync deployment DEVICES AND ENDPOINTS APPLICATIONS

Devices

Video Media Gateway

Lync Server or Appliance Audio

PSTN E-SBC

SIP SBA INFRASTRUCTURE


28

AUDIO DEVICES – HEADSETS AND SPEAKERPHONES The Audio Device allows a user to choose whichever type of communication or device is most convenient for them, by providing seamless and reliable hands-free integration with multiple devices for clear call quality, regardless of background noise or location.

VIDEO & AUDIO ENDPOINTS

Devices

Video

Lync Appliance End Points

Audio & video endpoints are the devices used to initiate, establish and sustain voice and/or video communications. The term endpoint refers to a hardware device that lies at one end of a data path that originates or terminates a communications path. The audio or video data moving along a path might traverse a number of software and hardware components between the application and endpoint device. Examples of audio and video endpoint devices are telephone handsets, mobile phones, conference phones, a video conferencing unit, speakers, headphones, microphones, and MP3 players. An iPad or tablet, Windows or Macintosh PC operating within a UC environment can also function as video and audio endpoints.

There are key devices needed to make UC happen. A tablet, a smart phone, a netbook, laptop or desktop PC, Wi-Fi, broadband, UC software...and a headset.The quality of the audio device very much determines the quality of the Unified Communications experience. < Listen to this demonstration of headset quality.

ADVANTAGES OF HEADSETS WHEN USING UC Customer satisfaction through better sound quality

31.9%

Employee does not have to be at desk

47.8%

Easy to switch between fixed line, mobile and PC

47.6%

Easier to make notes during calls Free hands enable multi-tasking

73.9% 78.3% Source — Plantronics


Developing & Planning a UC Infrastructure : The core elements of a Lync deployment

29

MEDIA GATEWAYS A media gateway enables the connection of legacy devices such as PBXs, phones and faxes, etc, to the Microsoft Unified Communications solution by converting to, and from, digital media streams.

APPLICATIONS Applications can play an important role in a UC solution, for example, organisations that have requirements for call centre solutions to enhance and improve business productivity and improving business outcomes.

Applications SESSION BORDER CONTROLLERS A “session” refers to a telephone call, an IM conversation, a Video call, etc. The session consists of one or more call signaling message exchanges that control the call, and one or more call media streams which carry the call’s audio, video, or other data along with information of call statistics and quality. Together, these streams make up a session. It is the job of a session border controller to control, manage and secure the signaling and media flow of sessions.

Media Gateway

Lync Appliance

PSTN E-SBC

SIP SBA

SURVIVABLE BRANCH APPLIANCES A survivable branch appliance (SBA) is a device that includes a subset of Lync Server capabilities to increasee the resiliency of branch offices by switching VoIP calls from the network over into the PSTN, in cases of network failure. An SBA can be used for least cost routing, by utilising local SIP and PSTN trunks at the branch location.


Developing & Planning a UC Infrastructure : The core elements of a Lync deployment

30

Lync Phones: Optimised vs Qualified Microsoft has developed two categories for Lync phones; the qualification programme supports partnerdeveloped and designed IP phones to ensure they interoperate with Lync based on publicly available Windows Protocols (WSPP) and Microsoft Office Protocols: •• ‘Optimised for’: IP phones, headsets, conference room systems and other devices that offer a rich and integrated experience giving customers the power to get the most out of their Lync experience and return on investment. •• ‘Qualified’ IP phones: IP phones tested to provide interoperability and quality of experience registering directly to Lync.

WHY A DESKTOP PHONE? desktop phone is always on. That’s not true for PCs, laptops, or tablets, which can hibernate when idled too long. From a financial A viewpoint, desktop phones provide a much better ROI since they last for up to 10 years compared with 2 to 3 years for cell phones, tablets and PCs, and only up to only one year for headsets. Desktop phones support multiline capability easily and have directly accessible buttons for most important functions. Desktop phones are required in schools, elevators, hotel pools, and common area in businesses. They are required to satisfy fire and safety codes.

THE LYNC IP PHONE DEFINITION A phone that works with Lync must be able to operate over an IP network. Lync phones are NOT designed to connect to legacy analogue PBXs or connect to the PSTN. They can connect via SIP to a PBX. A Lync phone can best be described as: •• An IP phone •• Using the Session Initiation Protocol (SIP) for signaling •• Transmitting SIP over TCP, although Lync-qualified IP phones use UDP •• Operating with the RTAudio, G.711 and other standard codecs like G.722 •• Connecting to an Ethernet LAN or USB port on a PC •• Working under the control of a server running Microsoft Lync Server 2013 or 2010 Enterprise Voice edition

Optimised Lync IP phones are specifically

Compatible and Qualified for Lync are IP phones

designed for Lync and run the Microsoft Lync

containing firmware tested with the phone

Phone Edition software directly on the phone

manufacturer’s software.

Optimised Lync IP Phones support PBX functions, access to calendar and contacts, conferencing, and extended functions when connected to the PC, and integrated security and manageability. These phones have been firmware tested with the Lync Phone Edition software, only work within a Lync environment and are limited to the functionality provided by Microsoft.

Compatible IP phones do not require gateways for interoperability. Qualified phones support core Lync features and also allow for customized telephony features and third party voice applications.- They are tested and qualified by Microsoft to provide direct connectivity, core call functionality, presence awareness, and server management and provisioning.

Optimised for Lync phones include: Polycom CX range and HP

Qualified for Lync phones include: Polycom VVX range, snom and AudioCodes

>


>

Developing & Planning a UC Infrastructure : Lync Phones: Optimised vs Qualified

31

Gateways and Session Border Controllers COMMUNICATIONS AND APPLICATION SIGNALLING & TRANSCODING – UC GATEWAYS AND SESSION BORDER CONTROLLERS (SBC)

Today enterprises are delivering comprehensive UC solutions encompassing multiple types of media including voice, video, IM and presence. As part of this deployment, SIP trunking and SIP interoperability between applications and IP PBXs has become a significant factor in enabling advanced UC solutions. E-SBCs are the enablers of these types of UC solutions. Enterprise SBCs (E-SBCs) provide a secure, controlled connection for points between networks that provide interactive, IP-based communications, such as SIP based UC. The E-SBC is usually found at the border between the enterprise communications network and the service provider’s SIP trunking network, which can constitute a combination of the SIP trunking border and hosted services border. A reliable and resilient SIP-based WAN and LAN infrastructure is critical in terms of successfully delivering UC applications from the Enterprise core to the mobile edge. LANs and WANs must be able to support resiliency and redundancy in order for enterprise to provision competent UC services. UC applications operate in real time and are delay sensitive, as a result the LAN infrastructure must be capable of providing quality and class of service (QoS and CoS) ensuring that applications such as voice and video are not impacted by other applications such as Internet traffic, email and other enterprise applications. SIP trunks are increasingly deployed to facilitate high quality endto-end UC communications and to significantly reduce wide-area communications costs. The needs of mobile users demand the extension of the desktop UC features to mobile devices such as smart phones, tablets and other multi-modal communications devices. Users expect a consistent experience to that encountered by their office based counterparts when travelling or based remotely from the office using mobile devices. Enterprise Session Border Controllers (E-SBCs) are the appliances required for SIP trunk termination and security. E-SBCs ensure that SIP borders are connected and terminated as well as acting as peering points between service providers.

“

SIP TRUNKING IS THE FASTEST GROWING BUSINESS VOIP SEGMENT 40 Number of trunks (millions)

Traditional TDM voice networks that have been deployed in the past have been secure, the quality of service and experience from the perspective of the user was consistent and applications were deployed independently of the voice network. As applications and voice service evolved, enterprises identified requirements to integrate their applications and telephony in order to drive enhanced productivity and lower costs. The arrival of IP Telephony enabled this evolutionary stage whereby enterprises have been able to deliver converged voice network infrastructures.

0

2012

2017

Infonetics Research, VoIP and UC Services and Subscribers - Biannual Market size, share and forecasts, Apr 2013

Infonetics Research projects that the Enterprise Session Border Controllers (E-SBC) market is growing 44% per year through 2014. This growth is fueled by technology investments enterprises are making in their networks, including SIP trunking and unified communications.

As UC and collaboration solutions become more popular for knowledge workers, they will need to have both hands free to use the mouse and the keyboard. At this point, the action of tucking a handset or mobile phone under the ear for long periods of the day becomes uncomfortable for the employee, if not a health and safety risk for the company. We expect more knowledge workers to use headsets, by choice, if not as a direct mandate by management.

”

Steve Blood, “Improve the Performance of your Softphone for Unified Communications”, Gartner,


Developing & Planning a UC Infrastructure : Gateways and Session Border Controllers

32

Instant Message

Video Conference IP PBX

SIP Phone

SIP

Enteprise / Contact Centre

Service Provider

nk

Tru

SIP ove

r MPLS

Branch Office

In et rn te

E-SBC

Home Office

A session border controller behaves like a firewall for voice, blocking anomalous code and preventing calls from being hijacked WHAT IS A SESSION BORDER CONTROLLER AND WHAT PART DOES IT PLAY IN THE UC ARCHITECTURE? Enterprise Session Border Controllers or E-SBCs provide four key features of functionality in the UC architecture:

SECURITY

RELIABILITY

All UC real time voice and applications traffic is transmitted and received using the Session Initiation Protocol – SIP. It is essential that all UC traffic is protected against threats and vulnerabilities to the infrastructure. With an increase in traffic traversing public networks, this heightens the risk of security breaches and therefore security is paramount in a UC network. Encryption of signalling and media ensures that from a signalling perspective user details and telephone numbers are not displayed preventing attacks such as toll fraud from taking place. By encrypting media, this ensures that real time traffic content such as IM discussions, voice or video calls cannot be read or played back and used by fraudsters. An E-SBC ensures that all voice traffic is secure preventing not only theft of sensitive data but also ensuring that all telephony services are maintained delivering maximum uptime to the enterprise.

COMPLIANCE

INTEROPERABILITY Unified Communications can be deployed in numerous ways that ultimately involve disparate technologies and manufacturers products and solutions. In order to protect investment and reduce Capex, deploying an E-SBC can enable Unified Communications and allow multiple different products to communicate delivering a seamless solution. An example of this could be connecting the PBX of manufacturer ‘A’ to the messaging platform of manufacturer ‘B’. In this scenario whilst both manufacturers are using SIP, SIP is slightly customised to support their specific solution. Deploying an E-SBC normalises these customisations of the SIP protocol providing transparent communications between the two manufacturers.


Telephony users have become used to a very good quality voice experience. With traditional PBXs supporting separate cabling for the handsets as well as fixed cabling to fixed line PSTN operators, they have provided both a stable and reliable service. With the move away from traditional fixed line PSTN trunks to ‘soft’ SIP trunks, it is essential that the quality of experience (QoE) is maintained throughout. The role of the SBC is to deliver Quality of Service (QoS) to ensure that voice calls are prioritised over other traffic streams, are of consistent high quality and are managed dynamically based upon bandwidth and call quality metrics received. Additionally hardware can be duplicated to deliver a “High Availability” design ensuring that should a service become unavailable on one SBC, traffic is then redirected to a second SBC ensuring voice access is maintained.

In sectors where sensitive data is discussed such as in finance for telephone banking or stock trading or in healthcare where patient records are discussed and accessed, enterprises need to meet compliance standards such as PCI (Payment Card Initiative, FCC (Federal Communications Commission) and HIPPA (Health Insurance Portability and Accountability Act); it is essential that all calls are monitored, secured and in relevant cases recorded. SBCs are able to securely manage the sensitive communications that take place irrespective of the specific market sector or type of media, this can be through encryption and or mirroring of calls and traffic to specific call recording and storage platforms.

Developing & Planning a UC Infrastructure : Gateways and Session Border Controllers

33

Infrastructure

LAN AND WAN

WIFI

At the core of Lync is the underlying network. With voice and video converging onto the same physical infrastructure – the data or IP network, demands rise exponentially. Successful Lync deployments require a solid, open, and scalable network infrastructure. The convergence of voice, data, and video places substantial demands on the network, and it is imperative that an end-to-end Quality of Service (QoS) capability is builtinto the underlying Ethernet switching and routing infrastructure; ideally this should be manageable from a single management console or application.

Wi-Fi connectivity is ubiquitous, and users expect to find Wi-Fi access in the office, at home, in public hotspots, in hotels, and on the road. However, the Quality of Service (QoS) in Wi-Fi varies widely, ranging from the ability to support basic email sync and web traffic, to the ability to support of a full range of multimedia applications and real-time communications. By successfully deploying Lync over wireless networks – optimising your wireless infrastructure for real-time media traffic, prioritising types of usage, preparing for specific scenarios, and applying appropriate mitigations – you can help to ensure the best possible experience Lync experience for all users.

ADC

MOBILITY

An Application Delivery Controller (ADC) guarantees maximum Lync Server availability, scalability and performance. Managing traffic for both the Web Service content and SIP-based unified communication services, the ADC must provide advanced health monitoring to avoid system down time, and advanced traffic management to deliver a best-of-breed subsystem optimised for maximum availability and resilience.

Mobile UC is firmly established among “early adopters” and growing toward mainstream adoption. Roughly two-thirds of “knowledge workers” are mobile at least some of the time, and at least 25% of the time spent by workers who are mobile at some point is spent as “mobile hours.” This is increasing due to the availability of smartphones and tablet computers as an enabling technology. There is a huge “Productivity Gap” for mobile workers due to the lack of UC capabilities when working off-site, resulting in a loss of at least 2.5 hours per week that could be reclaimed by implementing a more complete Mobile UC solution.

HAVE YOU CONSIDERED THE NETWORK BEFORE DEPLOYING LYNC? In the overall picture of modern Unified Communications systems such as Lync, with its wide range of colourful user end devices, video conferencing, Presence and a whole range of other ...


“In a recent survey, 28% of respondents stated that they believed their Network was not ready for Lync” TechTarget Reader Survey Developing & Planning a UC Infrastructure : Infrastructure

34

Worldwide Devices Shipments by Segment 3.0 Mobile Phone

(Billions of Units)

2.5

Tablet

2.0

Ultramobile

1.5

PC (Desk-Based and Notebook)

1.0 0.5 0

2012

2013

2014

2017

Source: Gartner (April 2013)

MOBILE UC There are a wide range of benefits of deploying UC to the mobile Enterprise •• Productivity: With rich UC features such as; transfer, conference, corporate directory, and presence, enterprise users have access to the advanced features necessary to perform their jobs more efficiently.

Top 3 Devices Enterprises Plan to use in their UC Architecture in 2013 Laptop

•• Accessibility: With mobile UC, employees essentially carry their desk phone extensions and features with them – via VoIP clients on their smartphones.

•• When choosing a UC solution, 71% of survey respondents view mobile device integration as “very important”

71% of survey respondents view mobile device integration as “very important”


Smartphone

•• Enterprise Control: Mobile phone numbers are typically personal numbers which go with employees if they leave the company. With mobile UC, the mobile phone has a business extension of the company’s phone system (the PBX), allowing enterprises to maintain control of business numbers.

Percent of Service providers

•• Cost Savings: Enterprises pay drastically high roaming costs these can be dramatically reduced or eliminated with use of enterprise mobile UC over WiFi, 3G or 4G networks.

Tablet Infonetics Research, UC Deployment Strategies and Vendor leadership, Sept 2012

Developing & Planning a UC Infrastructure : Infrastructure

35

Securing the UC Infrastructure As more applications are deployed to the user community that are enabling UC, this comes with an increased security risk. Real time UC applications such as video, presence, click-to-conference and more depend upon a stable and secure network infrastructure. UC integration with the telephony infrastructure relies heavily upon SIP sessions being setup and torn down securely – it is critical that the SIP protocol that underpins this approach is secure end to end and from core to edge. Security of the network can become a barrier to UC deployment – if it is perceived to introduce risk then the chances of it being deployed is reduced. As UC applications and capabilities are extended to mobile devices such as smartphones, laptops and tablets, the demand for UC security is paramount. Ensuring that the infrastructure and the UC applications extended to the mobile endpoint are protected is critical. However, at the same time it is also important that the features and usability of the device and the benefits of UC applications and services are not compromised by intrusive security and threat mitigation policies.

TOP THREATS AND ATTACKS COMMON TO UC ENABLED INFRASTRUCTURES

TOP THREE FRAUD TYPES

$3.84bn International Revenue Share Fraud

$4.96bn Compromised PBX / Voicemail systems

$4.32bn Subscription / Identity (ID) Theft

In a recent global fraud loss survey, it was suggested that that overall annual communication fraud loss to be $40.1 billion.

UC can have a significant impact on the ability to comply with critical privacy requirements, regulatory mandates, industry best practices and fiduciary responsibilities around information security. Session Border Controllers (SBC) provide many critical compliance features that help solve many of these regulatory mandates. For example, the industry council that issues payment card privacy rules recently unveiled new guidance that indicates VoIP and other unified communications are in scope for the Payment Card Industry Data Security Standard (PCI DSS) rules. With UC security solutions, security managers can quickly and easily establish the necessary encryption, logging, archiving and intrusion prevention functions to ensure compliance with PCI DSS. Voice, video and other types of multimedia traffic alongside other data applications are being transported across private IP networks as well as the Internet, exposing the IP communications infrastructure, services and applications to a wide range of threats (see tables). Attackers can leverage standards-based network analysers and public domain scanners and diagnostic tools to identify and exploit security weaknesses from inside or outside of the enterprise. THREAT

EXAMPLE

POTENTIAL IMPLICATION

Reconnaissance scan

Address or port scan used to footprint network topology

Targeted denial of service, fraud, theft

Man-in-the-middle

Attacker intercepts session to impersonate (spoof) caller

Targeted denial of service breach of privacy, fraud, theft

Eavesdropping

Attacker “sniffs” session for the purpose of social engineering

Breach of privacy, fraud, theft

Session hijacking

Attacker compromises valuable information by re-routing call

Breach of privacy, fraud, theft

Session overloads

Excessive signaling or media traffic (malicious, nonmalicious)

Denial of service

Protocol fuzzing

Malformed packets, semantically or syntactically incorrect flows

Denial of service

Media injection

Attacker inserts unwanted or corrupt content into messages

Denial of service, fraud


Developing & Planning a UC Infrastructure : Securing the UC Infrastructure

36

SESSION BORDER CONTROLLERS ENSURE THAT THE INTEGRITY OF THE SIGNALLING AND MEDIA IS MAINTAINED AT ALL TIMES A complete IP communications security solution must: •• Safeguard confidentiality: Ensure the privacy of IP communications sessions to prevent leakage of sensitive data or loss of intellectual property. •• Ensure service integrity: Prevent unauthorised system access and deter toll fraud and service theft. •• Guarantee service availability: Deliver PSTN-like reliability and service quality. Protect against malicious attacks, network and system failures and service overloads. •• Enable regulatory compliance: Accommodate the special privacy, call recording and session prioritisation requirements imposed by industry and government regulations. •• Provide multiple layers of security: Defend against a wide array of internal and external threats and protect against systematic, multi-faceted attacks. •• Offer rich policy management: Enforce compliance with corporate security policies and procedures that mandate the use of strong passwords, encrypted communications, call recording and more...

THREAT

APPLICABLE NET-SAFE FUNCTION(S)

RESULT

Reconnaissance scan

•• Topology hiding •• Access control •• Encryption & authentication

Confidentiality and information integrity, prevention of targeted DoS/DDoS attacks

Man-in-the-middle

•• Access control •• Encryption & authentication

Prevention of targeted attacks, confidentiality and integrity of communications

Eavesdropping


Confidentiality and integrity of communications, fraud & theft prevention

Session hijacking


Confidentiality and integrity of communications, fraud & theft prevention

Session overloads

•• DoS/DDoS & overload protection •• Access control

High availability of communications services, infrastructure & applications

Protocol fuzzing

•• Deep packet inspection •• Protocol qualification

High availability of communications services, infrastructure & applications

Media injection

•• Encryption & authentication

High availability and integrity of communications


Developing & Planning a UC Infrastructure : Securing the UC Infrastructure

37

Microsoft Lync 2013 Workplaces are changing. Teams are more distributed. People need productivity tools that enable them to work from virtually anywhere. Yet, despite organisations’ technology investments, users struggle to stay connected with colleagues and the business. Slow innovation in traditional technologies, like telephony, forces users to choose other modes for collaboration and communication, making it challenging for IT professionals to deliver new capabilities in an integrated, cost-effective, and secure manner. Microsoft Lync 2013 is an enterprise-ready unified communications platform that connects people everywhere, on Windows 8 and other devices, as part of their everyday productivity experience. Lync provides a consistent, single client experience for presence, instant messaging, voice, video and meetings. Lync 2013 supports multiparty HD video conferencing, modern “touch first” capabilities for fast and natural communications, and work anywhere scenarios that do not require a VPN for encryption. Lync 2013 users can connect to anyone on Skype, enabling rich communication with hundreds of millions of people around the world. The unified nature of the system helps reduce costs and facilitates rapid user adoption. And, because Lync is broadly interoperable, it fits into existing IT infrastructure for easier deployment and migration. Access product information, case studies and more on the Microsoft Lync resource centre

CONNECTED END USER EXPERIENCE Microsoft Lync Server 2013 ushers in a new connected user experience transforming every communication into an interaction that is more collaborative, engaging, and accessible from anywhere. Users seek communications tools that make their work easier and are available anywhere, anytime - including within the context of other applications. Microsoft Lync 2013 is the rich client application that provides presence, IM, voice, and ad hoc collaboration and online Work from Anywhere meeting capabilities through a single interface. Lync 2013 is easy to use, works closely with familiar tools such as SharePoint and Office applications, and drives user adoption with powerful features and a streamlined communications experience. The client dashboard surfaces common functions such as dial pad, visual voicemail, contact list, and active conversations. Users get an experience that is consistent and familiar across PC, phone, and browser.

BUSINESS NEED

SEE

Find and communicate with the right person

Rich Presence, Skill Search

Create a more interactive work environment by building social connections Activity Feed Communicate naturally, the way users work

Office Integration, Enterprise Voice

Make every interaction a near face-to-face meeting

Unified Conferencing

Communicate with context from Microsoft Office applications

Office Integration

Stay connected from virtually anywhere

Enterprise Voice


38

SINGLE, UNIFIED PLATFORM For IT, the benefits are equally powerful, with a highly secure and reliable system that works with existing tools and systems for easier management, lower cost of ownership, smoother deployment and migration, and greater choice and flexibility. Lync Server 2013 is built from the ground up to be a single platform that works with, and can even replace traditional and IP PBX systems, third-party voicemail systems, and legacy audio, video and Web conferencing solutions. BUSINESS NEED

SEE

Augment or replace traditional PBX

Enterprise Voice, Unified Platform

Suit various user device needs

Choice of Endpoints

Reduce IT management challenges and cost

Simplified Deployment

Create custom business solutions

Extensibility

Leverage time and cost savings of moving to the cloud

Support for On-premises, Cloud, and Hybrid Deployments

IM AND PRESENCE Rich presence and instant messaging capabilities in Lync Server 2013 helps workers find and communicate with one another efficiently and effectively. Integration with familiar Microsoft Office productivity tools and Microsoft SharePoint makes IM and presence a natural part of everyday workflow, enhancing collaboration while making knowledge and expertise inside the organisation readily accessible to all users. Using features such as persistent chat, tabbed conversations, along with the capability to search message history provides for a rich quality of experience.

PRESENCE Lync Server 2013 provides an immediate, visual representation of a user’s availability, or presence. By simply looking at the contact list, users can find everything they need at a glance. For example, a green icon means a contact is available, red means a contact is busy, and yellow indicates that a contact is Away from the computer. Picture and location is available with the presence “jellybean,” making a richer interface and allowing for better communications decision. Presence can be enhanced with physical locations relative to corporate network access points. Or, users can manually set their location information to let others know precise whereabouts when working from home, a coffee shop, or elsewhere.

ENTERPRISE VOICE Lync provides enterprise voice capabilities that can enhance or replace traditional PBX systems. These capabilities include common calling features such as answer, forward, transfer, hold, divert, release, and park, along with Enhanced 9-1-1 calling for North America, support for analogue devices and a broad range of both IP and USB user devices from partners. Users can access these features over the Internet without using a VPN connection. Lync 2013 enterprise voice supports a wide range of telephony features including: Visual Voicemail, Team Calling, Response Groups, Simultaneous Ringing...and more… With the capability to escalate voice calls within the Lync 2013 client to a full HD video conference provides for a very powerful communications tool for organisations.


Microsoft Lync 2013 : Securing the UC Infrastructure

39

LYNC 2013 MOBILE CLIENT With the Lync 2013 mobile client, Lync Server 2013 supports a range of Microsoft and third-party platforms, extending a rich communications experience to customers on their mobile devices of choice. Mobile clients compatible with Lync Server 2013 are made available by Microsoft.

UNIFIED CONFERENCING Conferencing capabilities are historically evaluated and acquired by workload – voice, application sharing, web conferencing, and video conferencing – and limited to users within a department or division within the enterprise. Lync Server 2013 aspires to remove those boundaries, delivering efficiency and cost savings by delivering a unified solution with feature parity to multiple single-workload solutions. New features, a unified client, and simplified operation drive adoption to help users improve productivity without extensive training.

SCHEDULING, MANAGING, AND JOINING ONLINE MEETINGS Online meeting tools integrated into Outlook 2013 enable organisers to schedule a meeting or start an impromptu conference with a single click and make it just as easy for attendees to join. Attendees can be placed in a “lobby,” helping the meeting organiser to control access. The meeting roster clearly displays titles and names of attendees. A Web client extends rich conference features to participants who do not have the desktop Lync 2013 client.

AUDIO CONFERENCING Audio conferencing is a fundamental need for many businesses and presents a great opportunity for cost savings when deployed on-premises. Lync Server 2013 provides a user experience that is familiar to users of traditional audio bridge services including PSTN dial-in services with touch-tone call control commands. At the same time, it incorporates powerful scheduling, joining, and management features available only with an integrated Unified Communications platform.



40

VIDEO Video conferencing is becoming increasingly important as organisations get more distributed and mobile because it provides a more personal experience that supports effective teambuilding. Complex interfaces, high cost, and limited features have reduced adoption of video conferencing across the broader workforce. Lync Server 2013 simplifies the user experience by incorporating video into the unified client so that adding scheduling an online meeting with video or escalating to video spontaneously is seamless and easy. In order to provide the most immersive communications experience possible, Lync Server 2013 supports a variety of video conferencing options. High-definition video (resolution 1270 x 720; aspect ratio 16:9) and VGA video (resolution 640 x 480; aspect ratio 4:3) are supported for peer-to-peer calls and among Lync Meeting participants. With the new Gallery View feature, you automatically see everyone in the Lync Meeting via a continuous view of multiple HD video streams or photos. The video gallery scales to provide the best experience for a diverse set of scenarios including a peer-to-peer video call, showing the most relevant people in the meeting at all times by bringing the 5 dominant speakers’ videos “into focus”.

APPLICATION AND DOCUMENT SHARING By integrating traditional application and document sharing into the streamlined Lync 2013 client, Lync Server 2013 delivers a highly accessible and reliable tool that virtually everyone can use. Combined with audio or video conferencing, the result is a highly immersive and collaborative session that is simple to facilitate. Microsoft Lync delivers a wide range of user benefits that enable enterprises to improve productivity and efficiency and their employees to work smarter. A consistent unified platform and approach delivers feature rich extensibility to both desk based and mobile workers. Communications-enabled business processes automate, speed up, or otherwise improve business processes by adding unified communications capabilities including telephony, conferencing, enterprise messaging, and presence. Access product information, case studies and more on the Microsoft Lync resource centre



41

Is Lync ready for business? UNPRECEDENTED RELIABILITY Five-nines reliability – it’s the standard often quoted for traditional telephony services, a goal for new competitors, and a selling point for equipment vendors. But what does it really mean?

WHAT THE LABS SAY... Microsoft Lync has been subjected to rigorous performance and security testing. The Miercom Group subjected a Microsoft Lync infrastructure to a number of ‘stress’ tests with the following results..

99.999% RELIABILITY

CALL HANDLING AND THROUGHPUT •• 4m calls in 13 days, 100% success •• Over 13,000 calls per hour •• 100% call completion

SECURITY •• TLS/SSL protocol mutation –– Over 16,000 protocol mutations of SSLv3 and TLSv1 messages –– No residual vulnerability •• TCP attack –– Over 3,000 protocol mutations from 91 variants –– No vulnerabilities

RESILIENCY •• Remote branch survivability with PSTN failover –– Remote clients still connected in the event of WAN failure •• Branch client survivability –– In the event of Lync server unavailability Lync clients still maintained connectivity to branch appliance and were able to establish basic calls through the SBA locally and via the PSTN.

4,000,000 CALLS 100% SUCCESS The complete report can be accessed here

REMOTE CLIENTS STILL CONNECTED IN EVENT OF WAN FAILURE


19,000 ATTACKS NO VULNERABILITIES

Microsoft Lync 2013 : Is Lync ready for business?

42

INTEGRATING MICROSOFT LYNC 2013 WITH LEGACY TELEPHONY INFRASTRUCTURES Integrating Microsoft Lync solutions with disparate telephony infrastructures introduces a number of design challenges and questions: •• How is the PBX integrating with the Microsoft server infrastructure? •• How is the voice access being delivered – SIP? •• What endpoints are being used – handsets and headsets? •• How is the unified communications infrastructure being secured? •• Is this a single site or multi-site configuration? Solutions from Westcon address all of these areas, delivering a fully integrated solution in numerous environments:

ADD FUNCTIONALITY TO EXISTING TELEPHONY INFRASTRUCTURE For organisations wanting to add and integrate functionality such as audio and video conferencing to their existing PBX without a forklift upgrade, Microsoft Lync delivers a cost effective upgrade path. Lync deployed in parallel with existing PBX –– Add Audio and Video Conferencing to an existing telephony platform –– Audio, Video and Web Conferencing Westcon product solutions available: Integration with existing telephony infrastructure, SIP Trunks Lync Server appliance (iPBX) Video and Voice Endpoints Audio Devices

–– “Join From” calls from the existing handset, retains PBX investment and reduces complexity –– Enables future path for full UC adoption - - - -

Oracle, AudioCodes, Sonus Active Communications Polycom, AudioCodes, HP, snom Jabra, Plantronics, Sennheiser

A/V and Web Conferencing

Peer-to-peer A/V session. SRTP/UDP:1024-65535

SIP traffic: signaling HTTPS traffic RTP/SRTP traffic: A/V Conferencing

TCP:443 must be open inbound.

Meeting content + metadata + compliance file share.

PSOM/MTLS:8057

A/V Edge - STUN/TCP:443, UDP:3478

SRTP, ICE: STUN/TCP:443, UDP:3478 Enterprise Pool

SIP/MTLS:5062

Edge Pool

TCP port range, 50,000-59,999, only needs to be open outbound. TCP/UDP port range, 50,000-59,999, needs to be open inbound and outbound to the Internet for federation with partners running Office Communications Server 2007.

MRAS traffic.

Director redirects Web traffic to destination pool’s Web Service.

File Share Server

HTTPS:443

A/V Edge – SRTP:443,3478,[TCP:50,000-59,999]

Traffic goes directly to Audio/ Web Video Conferencing Conferencing ServiceService WITHOUT going through the pool’s hardware load balancer. balancer

SIP/MTLS:5061

SIP/MTLS:5061

Access Edge - SIP/TLS:443 Web Conf Edge - PSOM/TLS:443

Two inbound and two outbound unidirectional streams.

HTTPS:443 is used to download conferencing content.

Directors

HTTPS:443

Lync federation

SIP/TLS:5061

If client connects on port 80, it gets redirected to port 443

A/V Edge – SRTP:443,3478

SRTP, ICE: STUN/TCP:443, UDP:3478

PSOM/TLS:8057

ICE traffic

SRTP/UDP:49152-65535

Codec varies per workload: - G.722 or Siren for audio - H264SVC for video [RTVideo for downlevel clients]

PSOM traffic: Web Conferencing

HTTPS:4443

HTTPS:443

HTTPS:443

HTTPS:443

UDP:3478 must be open both inbound and outbound.

Reverse proxy External firewall

Office Web

Internal firewall

Apps Server

Author: Rui Maximo — Designer: Ken Circeo

Legend Lync 2013


Lync Phone

Lync Web App

Lync for Mac

Lync Mobile


43

ENHANCE EXISTING TELEPHONY PLATFORM For organisations wanting to deploy additional Unified Communications features with an existing PBX and enhance it with new functionality such as mobile integration, click to call functionality or SIP trunks this can be achieved using Lync. Lync deployed in parallel with existing PBX Lync deployed to give soft client functionality for IM and Presence Click to call support Instant Messaging and Presence Messaging platform with Exchange SIP Trunks

Westcon product solutions available: Integration with existing telephony infrastructure, SIP Trunks Lync Server appliance (iPBX) Video and Voice Endpoints Audio Devices

- - - -

Oracle, AudioCodes, Sonus Active Communications Polycom, AudioCodes, HP, snom Jabra, Plantronics, Sennheiser

If no Edge Server is defined in the topology, callee checks the Front End Server’s Bandwidth Policy Service.

Enterprise Voice

If no Edge Server is defined in the topology, callee checks the Front End Server’s Bandwidth Policy Service.

SRTP,ICE: STUN/TCP:443 SIP traffic

Directors

MRAS traffic.

For federation, SBA connects directly with Director. If no Director is available, federation traffic goes directly to Edge Server

SIP/TLS:5061 Enterprise Pool SIP/MTLS:5061 HTTPS:444

SIP/MTLS:5062

A/V Edge – ICE: STUN/TCP:443, STUN/UDP:3478

SIP/MTLS:5062

Edge Pool

SIP/TLS:5061

TCP port range, 50,000-59,999, only needs to be open outbound. TCP/UDP port range, 50,000-59,999, needs to be open inbound and outbound to the Internet for federation with partners running Office Communications Server 2007. Connectivity to: • IP-PSTN gateway • IP/PBX • Direct SIP • SIP trunk

External firewall

Internal firewall

Exchange UM

Enterprise Voice applications

SRTP/RTCP:49,152-57,500

SIP/MTLS

TCP:443 must be open inbound. UDP:3478 must be open both inbound and outbound.

Branch Appliance

SRTP, ICE: STUN/TCP:443, UDP:3478

A/V Edge – SRTP:443,3478,[TCP:50,000-59,999]

SRTP consists of two unidirectional streams. RTCP traffic piggy backs on the SRTP stream. Media codec varies per workload: - RTAudio - G.711 - Siren - G.722

WAN Connection

TURN/TCP:448

SIP/MTLS:5061

SIP/MTLS:5061

Access Edge - SIP/TLS:443

SIP/TLS:5061

Media codec varies per workload: - RTAudio - G.711

TURN/TCP:448

ICE traffic

SRTP/RTCP:60,000-64,000

TURN/TCP:443, UDP:3478

SRTP/RTCP:30,000-39,999

Call Admission Control (CAC) traffic

STUN/TCP:443, STUN/UDP:3478 SRTP, ICE: STUN/TCP:443, UDP:3478

Media bypass: audio routed directly to gateway bypassing Mediation Server.

RTP/SRTP traffic

SRTP/RTCP:30,000-39,999

–– –– –– –– ––

SIP/TLS:5061,5070 SIP/TCP:5060,5061 Mediation Pool (optional)

MRAS traffic.

Lync client automatically registers with the pool if the Branch Appliance becomes unavailable Port number to service traffic assignment: 5064 - Telephony Conferencing Service 5067 – Mediation Server Service 5071 - Response Group Service 5072 - Conferencing Attendant Service 5073 - Conferencing Announcement Service 5075 - Call Park Service


Legend Lync 2013


Lync Phone

Lync Web App

Lync for Mac

Lync Mobile


44

REPLACE END OF LIFE TRADITIONAL PBX For organisations looking to replace a fully depreciated or end of life PBX, Lync provides a credible solution. Lync deployed as the PBX replacement solution from day 1 –– –– –– –– –– –– ––

SIP Trunking Audio, Video and Web conferencing Presence and IM Messaging platform with Exchange Mobile voice Full UC security Enterprise Federation

Westcon product solutions available: Integration with existing telephony infrastructure, SIP Trunks Lync Server appliance (iPBX) Video and Voice Endpoints Audio Devices

IM AND PRESENCE

- - - -

Oracle, AudioCodes, Sonus Active Communications Polycom, AudioCodes, HP, snom Jabra, Plantronics, Sennheiser Internal Lync client resolution process: 1. lyncdiscoverinternal. 2. lyncdiscover. 3. _sipinternaltls._tcp. 4. _sipinternal._tcp. 5. sipinternal. 6. sip.

Direction of arrow indicates which server initiates the connection. Subsequent traffic is bi-directional.

SIP traffic: signaling and IM XMPP traffic

HTTPS:443 Active Directory Domain Services

HTTPS traffic

Publish rule for port 4443 to set “forward host header” to true. This ensures the original URL is forwarded.

HTTPS:443

Director redirects Web traffic to destination pool’s Web Service.

File Share Server

HTTPS:443

Ports to load balance by HLB: - 80 - 8080 - 443 - 4443 - 5061 [can use DNS load balancing]

HTTPS:4443

Enterprise

Directors

Reverse proxy

Pool

Access Edge - SIP/TLS:443

SIP/MTLS:5061

XMPP/TCP:5269 Access Edge - SIP/MTLS:5061

XMPP federation

CLS/MTLS:50001-50003

CLS/MTLS:50001-50003

HTTPS:4443

Back-end SIP/MTLS:5061

SQL Server

XMPP/MTLS:23456 CLS/MTLS:50001-50003

C3P/HTTPS:444

Edge Pool DirSync

DSML/HTTPS:443

SIP/MTLS

SIP/MTLS:5041

External user sign-in process: 1. Client discovers Edge Server: a. lyncdiscoverinternal. b. lyncdiscover. c. _sipinternaltls._tcp. d. _sipinternal._tcp. e. _sip._tls. f. sipinternal. g. sip. h. sipexternal. 2. Client connects to Edge Server. 3. Edge Server proxies connection to Director. 4. Director authenticates user and proxies connection to user’s home pool.

Address book & Group Chat file share.

SIP/TLS:5061

CLS traffic

This port is used to connect to Lync Web Services: - download the Address Book - connect to Address Book Web query URL - provide distribution list expansion - download meeting content - connect to the Mobility Service - connect to the AutoDiscover Service - connect to Dial-in URL - connect to Lync Web App - connect to CertProvisioningService

SIP/TLS:5061

MSMQ traffic

MSMQ

Skype federation

Lync federation SAML/HTTPS:443

Centralized Logging Server

ADFS

Persistent Chat Server

Persistent Chat Compliance Server CLS/MTLS:50001-50003

ADFS Proxy

Port number to service traffic assignment: 5062 – IM Conferencing Service 5086 – Internal Mobility Service 5087 – External Mobility Service

Single sign-on (SSO)

External Firewall

Internal Firewall


Legend Lync 2013


Lync Phone

Lync Web App

Lync for Mac

Lync Mobile


45

Lync Appliance Devices

Video Media Gateway

Lync Appliance Audio

PSTN E-SBC

SIP SBA


46

Active Communications Communications Complexity and Increased Collaboration is Driving the Need for Change. The explosion in growth of the number of people working remotely – or mobile – and the trend towards Bring Your Own Device (BYOD), or ‘consumerisation’ of IT, is driving the need for change within Enterprise IT. Furthermore, the need for businesses to be more agile and adaptable to enable greater workforce collaboration and improved customer interactions also creates additional demands on the business IT function. Unified Communications solutions provide the perfect response to these dynamic and diverse business needs and can act as an enabler of business process transformation.

ACTIVE COMMUNICATIONS SERVER (ACS) The Active Communications Server is an all-in-one UC platform based upon Microsoft Lync Server 2013 and is a fully-featured Unified Communications solution delivering Presence, Instant Messaging, Video Conferencing and Voice for organisations of any size.

THE ACS SOLUTION The ACS platform is an easy to deploy UC solution that consolidates the number of appliances and servers required. With plug and play simplicity, ACS is the most cost effective solution enabling rapid implementation of a Microsoft Lync solution in a small 1U footprint. With its ‘out of the box’ ready to deploy implementation, the ACS solution reduces deployment costs and complexity, shortens the install and implementation cycle, and delivers a faster customer return on investment. Advanced techniques are used to quickly and easily install ACS within the enterprise network. The Active Directory Connector facilitates a quick and easy integration within the existing IT environment without any disturbance to the existing infrastructure. The integrated administration application provides an intuitive interface for managing moves, adds and changes and other routine maintenance tasks. The ACS UC solution can integrate either with the existing PBX in a hybrid deployment scenario, or as a replacement for either a traditional TDM based or other VoIP PBX as the primary communication solution. Deployment of Microsoft Lync solution has never been easier! UC Endpoints

Public IM Clouds

Firewall ACS Server

Remote Users

Active Directory

Federated Businesses

Exchange Server

SIP Trunks

(SIP-PSTN-GW)

PSTN

PRI

Voicemail PBX


Lync Appliance : Active Communications

47

ACTIVE COMMUNICATIONS EXPRESS The Active Communications Express solution consists of a hardware appliance that is pre-installed with Microsoft Lync 2013 but also offers a range of telephony functionality. This enables organisations to deploy a single appliance solution for their Lync 2013 solution. This offers a very cost effective way to enable organisations running Office 365 with full Enterprise Voice.

Lync Server 2013 Mediation Server

ACS Server software v5

•• Out-of-the-box voice gateway running with ACS Lync 2013 •• 1x E1/T1 and 4x FXS (SIP Trunking also available) •• 4x BRI and 4x FXS (SIP Trunking also available) •• Unique AD Connector scalable for connecting to two Active Directories) •• Up to 200 users •• Rapid deployment of Microsoft Lync 2013

Dell PowerEdge Rackserver

Lync Server 2013 Front End Server

ACTIVE COMMUNICATIONS APPLIANCE Supporting up to 2,500 users, the Active Communications Appliance delivers Microsoft Lync Server 2013 on a single rack server with all Lync server roles already preinstalled for a highly scalable unified communications Solution.

•• Out-of-the-box running Microsoft Lync 2013 deployment •• Full deployment on one rack server •• Unique AD Connector •• Up to 2500 users •• Virtualised on Hyper-V

Windows Server 2012 Lync Server 2013 Edge Server

Monitoring and Archiving Server

Lync A/V Conferencing Server

ACTIVE COMMUNICATIONS ENTERPRISE The Active Communications Enterprise offering is a software only solution. This allows organisations to select the hardware platform of their choice and deploy a highly scalable solution.


•• Runs on virtual environment of customer •• Unique installer incl. unique AD Connector •• Full deployment of all roles •• Less than 3 hours •• Number of users as needed

Lync Appliance : Active Communications

48

Office 365 and the Cloud Office 365 provides virtually anywhere access to familiar Office tools, plus enterprise-grade email, conferencing, and more IT services.

EASY TO SET UP AND USE

WORK FROM ANYWHERE

WORRY-FREE IT

•• Install and deploy quickly. •• Set up new user accounts in seconds. •• Get updates automatically. The Office tools you rely on are always up to date.

•• Get virtually anywhere access on select mobile devices. •• Work on your Office files online or offline. •• All your files are automatically backed up.

•• Stay safe with built-in antimalware and anti-spam protection. •• Count on a financially-backed 99.9% uptime guarantee. •• Focus your IT resources on other projects.

With all of the Microsoft Office applications made available through the cloud, organisations that have adopted and are adopting an Office 365 strategy are enjoying the benefits of using Microsoft Lync. Organisations now want to embrace the full Microsoft Lync experience by adding Microsoft Enterprise Voice to their solution. With Active Communications, enterprise voice enabling Office 365 can be achieved simply and cost effectively.

WHY CONSIDER ACTIVE COMMUNICATIONS FOR OFFICE 365? •• Enterprise Voice enable Office 365 customers with rich voice features •• Deliver true Enterprise Voice features and functionality integrated with Office 365 components such as Exchange and Outlook. ACS Express offers a cost effective single appliance solution for Microsoft Lync 2013 and Enterprise voice connectivity…

UC Endpoints

•• Minimise cost and leverage your licences from your Office 365 subscription •• Utilise the Plus CALs in your Office 365 subscription to deliver a Lync Enterprise Voice solution •• Deploy more Enterprise Voice solutions quickly and without disruption •• The ACS Express and Appliance products offer turnkey solutions for Microsoft Lync 2013 and with the unique connector technology enables Lync to be deployed with Office 365 smoothly and effectively

Microsoft Lync Server 2013 (Active Communications)

On-Premise

•• Easy to deploy, all in one single appliance with embedded voice connectivity •• With embedded voice connectivity (BRI, PRI and SIP), the ACS Express appliance brings flexibility to Office 365 customers for up to 200 users. The Appliance and Enterprise solution with complimentary gateways enable Office 365 enterprise voice for customers with over 200 users. •• Reduce cost of ownership with ACS intelligent GUI interface •• Using the ACS Management GUI, Lync can be easily managed and maintained on a daily basis with the capability to centralise a number of frequent tasks reducing complexity – ideal for Office 365 environments… •• Migrate, Integrate and replace legacy telephony networks with Microsoft Lync and Office 365 •• Choose from any of the ACS solutions and where required, combine with additional gateways and session border controllers to offer the customer a smooth and gradual migration from their existing telephone system to Microsoft Lync and leverage Office 365 components such as Exchange for voice messaging.


Lync Appliance : Office 365 and the Cloud

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HOSTED MICROSOFT LYNC, OFFICE 365 – LYNC ONLINE With the emergence of the cloud and associated XaaS services, organisations are reviewing their IT deployment and operating expense models and in a growing number of cases, are opting for a cloud based service for applications delivery. For office productivity applications, Microsoft Office 365 has proved to be a popular deployment choice to deliver applications such as Microsoft Office, Exchange, SharePoint and Lync. In a hosted Microsoft Lync deployment via Office 365, there are distinct limitations in functionality as opposed to on premises deployment of Lync. Whilst Lync features such as instant messaging, presence and video conferencing within Office 365 work very well, current voice functionality is limited with features such as response groups unavailable in ‘the cloud’. Deployment of an on-premise Active Communications Server enables organisations to deploy and/or maintain Office 365 productivity solutions and enable enterprise voice features and functions not currently available in the cloud. Active Communications Server integrates with all cloud based active directory services ensuring that Office 365 users are fully enabled for voice.

FULL CLOUD DEPLOYMENT – NO VOICE INTEGRATION In an environment where Microsoft Office 365 cloud applications (including Lync), have been deployed, the existing telephony solution has no enterprise voice integration with Lync and becomes a communications island with limited integration capability with the cloudbased applications and collaborative tools.

CLOUD INFRASTRUCTURE (WITHOUT ACS)

Physical Site Firewall

UC Endpoints

E-SBC

SIP Trunk Provider / PSTN

Office 365 Apps

IP PBX

•• All applications hosted •• No Enterprise Voice functionality •• Only basic Lync features available: –– IM –– Presence –– Video Conferencing •• Disparate autonomous telephony infrastructure

VOICE ENABLING CLOUD USERS WITHIN OFFICE 365 Deployment of the Active Communications Server enables full enterprise voice integration with the cloud-based elements of Office 365 applications. The organisation can now benefit from a fully integrated Unified Communications and Collaboration (UC&C) solution. This includes enterprise voice functionality in addition to audio and video multipoint conferencing, and more. The legacy telephony solution (TDM or IP PBX) can now be retired – with significant reductions in associated operating and maintenance costs – and replaced by Microsoft Lync in its entirety. The diagram below depicts the changed network topology in this scenario.

Physical Site

Office 365 Apps Active Directory Server

AD Server DirSync Server ACS Lync 2013 AD Federation Server Server

UC Endpoints

Firewall

Active Directory Federation Server

ACS - AD connector

E-SBC


SIP Trunk Provider / PSTN

CLOUD INFRASTRUCTURE (WITH ACS) •• All applications hosted •• Full Enterprise Voice enablement •• Full UC enablement –– Voice –– Unified Messaging –– IM & Presence –– Voice/Video Conferencing •• Integrated Microsoft telephony infrastructure


50

AN ACTIVE COMMUNICATIONS SOLUTION ENABLES… •• Streamlined Communications: Technology can make things easier, however using multiple devices and applications to communicate can reduce employees’ productivity.

•• Scalability: The ACS appliance has a ‘day 1’ capacity of a maximum of 2,500 users and can accommodate up to 250 simultaneous voice / video sessions. This can be expanded further through adding additional server roles.

•• User Controlled Communications: Users immediately find the right person and communicate with them using the preferred medium – voice, video, IM... Truly integrated communication enhances effectiveness.

•• Unified Communications Enablement: The ACS appliance can be deployed within the existing telephony environment to deliver added features and functionality that might not be supported. Equally the ACS solution can replace the entire telephony infrastructure delivering a cost effective approach to delivering a feature rich telephony UC solution.

•• Reduced Cost of Ownership: With one system management interface, moves, adds and changes (MACs) to users can be made quickly without affecting the corporate network topology. User and system MACs can be made either locally onsite or remotely enabling a quick response to a changing environment. Enhanced functionality can be added and integrated with an existing telephony solution without the need to costly forklift upgrades to the existing telephony network. •• Reduced Implementation Time: the ACS appliance simplifies management and reduces deployment cost, without consuming time from the IT team. Deploying an ACS doesn’t need complex changes made to the existing solution, enabling deployment during business hours and without downtime to the corporate network.

•• Flexibility: Suitable for soft-phones, headsets or desk phones. Employees can work from home as if they are in the office and work together on the same document from different locations. •• Advanced Security: the ACS uses Advanced Security and Virtualisation technology and is based on a single redundant server with dual power supply and RAID 5. The unique Active Directory connector removes the need for schema extensions in your enterprise active directory, without compromising functionality. The ACS management suite allows for regular maintenance, online reporting and proactive monitoring of the Lync environment through the online user interface.

ACTIVE COMMUNICATIONS SOLUTIONS SOLUTIONS BRIEF The Active Communications Server (ACS) is a solution based on Microsoft Lync 2013, providing even more functionality – effectively ACS is 110% Lync! Read our deep dive into the ACS solution



51

AudioCodes OneBox365 With One Box 365 from AudioCodes, the opportunity to accelerate and simplify deployment of Microsoft Lync Enterprise Voice to Office 365 subscribers has never been easier. One Box 365 is a new appliance based solution from AudioCodes that includes everything required in order to deploy Lync enterprise voice, all in one simple package with one simple price. The One Box 365 includes all the required server components, connectivity equipment, end-point devices, installation and support services, making it a one-stop shop, turn-key solution. Regardless of the skill level of the integrator, service provider or reseller, the One Box 365 can easily be customised to complement any service delivery.

Fully integrated Microsoft Lync Enterprise Voice solution, offering a wide range of voice connectivity providing a full Microsoft Lync UCC solution.

+

5 MINUTE EXPERT ON THE AUDIOCODES ONE BOX 365 The recent announcement of the One Box 365 from AudioCodes has introduced the opportunity to accelerate and simplify...

Incorporates Lync 2013 and a voice gateway in a single industryleading hardware appliance.

The full suite of Lync features, IM/Presence, AV, Web Conferencing and Enterprise Voice are all fully supported in a single appliance with no loss of functionality.

A 1 rack-unit appliance delivering a standalone deployment of Lync 2013 including access to standard Control Panel and Powershell Lync configuration tools.

ONE BOX 365 IS IDEAL FOR A BUSINESS: •• with an outdated PBX •• with a fully depreciated telephone system •• paying too much for ongoing support and maintenance on end-of-life communications equipment •• seeking opportunities to reduce IT costs and telephony charges and bring increased predictability to communications costs


•• wishing to enhance collaboration and ‘connected-ness’ with a remote and/or distributed workforce •• wishing to bring its customers and supply partners closer to the business to accelerate ‘time to money’ •• paying for an unused E3 or E4 Office 365 subscription

Lync Appliance : AudioCodes OneBox365

52

KEY BENEFITS •• Full Lync feature set •• Fast deployment •• Reduced cost of ownership •• Solutions-based •• Accelerate your lync business practice •• Migrate, integrate or replace legacy telephony systems with Lync & Office 365 •• Multi-site •• Resilience and survivability

ONE BOX 365 EDITION

ONE BOX 365 USER

LYNC ONLINE OFFICE 365 E3 USER

Peer-to-Peer & PSTN calling, emergency dialing, voicemail

•

–

Call hold, transfer, forwarding, delegation & team calling

•

–

IP Phones, USB Peripherals & mobile call via work

•

–

Direct SIP interoperability with on-premises PBX

•

–

Private line, Common Area Phones

•

–

Analogue devices, enhanced 911

•

–

Call parking, unassigned number handling

•

–

Call center integration & response groups

•

–

Network resiliency, call admission control

•

–

FEATURE

200 users max

Standalone appliance, built on top of a Mediant 800B Gateway Lync Server Standard Edition

(Front End Server, Mediation Server, Monitoring Server, Active Directory Connector)

Management and configuration Application Edge Server Separate Ethernet Port Options available:

• 1x E1/T1 with 4x FXS • 4x BRI and 4x FXS • 4x FXS and 30x SBC sessions (additional sessions can be ordered)

SBC


Up to 180 sessions

Lync Appliance : AudioCodes OneBox365

53

Devices and Endpoints DEVICES AND ENDPOINTS APPLICATIONS

Applications

Devices

Video Media Gateway


PSTN E-SBC



54

Headsets & Speakerphones The successful deployment of headsets can have an impact on the adoption of UC within an organisation. Key to positioning the correct headset is to understand the job function and working behaviour of the individual – one device does not fit all! Headsets are often perceived as fairly straightforward. However, they have a massive impact on the user-experience, which directly impact business performance: productivity may be compromised do to ergonomic challenges or customer service issues may arise due to poor sound quality. Headsets are quickly becoming an integral part of a worker’s communication device set. Whether in the car, working from home or roaming the office, a headset is the single most important device that facilitates efficient communications with colleagues, customers and suppliers.

OVERCOMING THE HEADSET CHALLENGE!

Jabra and Unified Communications

Audio for UC

Sound from Sennheiser

WHAT HEADSET? TOP QUESTIONS TO ASK: DO YOU WORK AT A DESK?

DO YOU TAKE A HIGH VOLUME OF CALLS?

DO YOU NEED ‘HANDSFREE’ ACCESS TO APPLICATIONS AND DOCUMENTS OR MAKE NOTES WHILE ON A CALL?

DO YOU USE MULTIPLE COMMUNICATION DEVICES (LAPTOP, MOBILE PHONE, TABLET)?


DO YOU SPEAK TO COLLEAGUES DURING CALLS? DO YOU NEED TO ROAM THE OFFICE? DO YOU WORK REMOTELY?

DO YOU WORK IN A NOISY ENVIRONMENT? DO YOU BREAK THE LAW BY USING YOUR PHONE WHILST DRIVING?

Devices and Endpoints : Headsets & Speakerphones

55

VOICE IS STILL KING OF THE CONTACT CENTRE!

“

T he rise of UC has provided contact centres with new ways to interact with customers, however, voice is still king! An organisation may have the most advanced, sophisticated contact centre...

Read this blog by Nick Wright on our discoverUCC site.

”

Compatibility checkers Interactive online facilities to check the compatibility choices of specific headsets with specific phone options. Tap on the logo to go to the compatibility checker for that vendor’s portfolio.


Devices and Endpoints : Compatibility checkers

56

How to use the headset section of this guide?

GENERAL COMMUTING

TRAVELLING BY CAR

HOME WORKING

CALL CENTRE

CONNECTS TO LYNC TERMINAL

OFFICE DESK

OFFICE (ROAMING)

Suitable for these types of working

Product Name

Device does not have this feature

•• Connects to a deskphone or softphone •• Robust design featuring high quality materials for day-after-day durability that protects the investment •• Superior sound with HD Voice to ensure clarity of conversations •• Noise-cancelling microphone technology filters out background noise for clearer calls and less repetition •• PeakStop protects hearing from sudden sound spikes •• Choice of Mono or Duo speaker options to suit your working environment and job role •• King-size ear cushions provide increased incoming sound and all-day wearing comfort

VENDOR

Mono or Duo

HD Voice Large leatherette Ear cushions

Optimized for Lync

Call Control (USB Only)

Not optimized for Lync, but compatible with Lync deskphone

Device has this feature

USB An industry standard connection Via a USB connection, a headset can connect directly into any computer, for maximum compatibility. The computer provides power for the headset, dispensing the need for batteries or recharging, while delivering a digital audio signal into the headset, eliminating interference and maximising the clarity of voice.

BLUETOOTH Bluetooth is a wireless technology standard for exchanging data over short distances from fixed and mobile devices, creating personal area networks with high levels of security. Through a Bluetooth connection, a headset can be used with mobile devices such as phones, tablets and computers (either through built-in Bluetooth or via a USB receiver)

DECT

CONNECTS TO A PHONE

Digital Enhanced Cordless Telecommunications (DECT) is a digital communication standard for cordless phone systems, allowing for interferencefree wireless operation to around 100m outdoors, although less indoors when separated by walls. The low power usage of DECT allows for several hours of talk time and considerable standby time

NOISE CANCELLATION Noise cancellation technology reduces disturbing background noise such as traffic, the weather or surrounding conversations. TELL ME ABOUT... LYNC UC SOLUTIONS

The headset can connect to a desk phone, possibly requiring an adapter cable (depending on the vendor).

8

150

TALK TIME

WIRELESS RANGE

(in hours)

(in metres) Devices and Endpoints : Compatibility checkers

57

Best audio devices to recommend FLEXIBLE WORKER (POWER USER)

Flexible workers have the freedom to work in the office or remotely, on the road, from home or from another office. They require the ability to communicate, regardless of device: desk phone, soft client, smart phone / tablet when on the road or at another office.

VOYAGER LEGEND

CALISTO 620 MOTION UC

PRESENCE UC SPEAK 510

Mobile professionals are always on the move, out of the office and in the car, usually on the phone wherever they go. They need portable, durable and easy-to-use tools that offer high quality phone and networking capabilities with all-day talk time.

MOBILE WORKER VOYAGER LEGEND

PRESENCE UC MOTION UC


Devices and Endpoints : Best audio devices to recommend

58

Home-based professionals can’t afford to be disconnected from the office or out of reach of their colleagues and customers. This often means being able to manage calls effectively from multiple devices.

HOME WORKER VOYAGER LEGEND

CALISTO 800 MOTION UC

SPEAK 510

BLACKWIRE SERIES 700 only

UC VOICE SERIES / BIZ 2300 depending on variant

SH SERIES PRESENCE UC ML



59

Office desk-based workers, such as call centre agents, need lightweight, easy-touse tools that deliver the best possible audio quality with all-day talk time.

DESK-BOUND OFFICE WORKERS AND CALL CENTRE AGENTS

BLACKWIRE 500

ENCORE PRO UC VOICE

DW PRO SERIES

BIZ 2400/ BIZ 2300 depending on variant

SC 630/660 USB



60

LYNC PHONE:

Office desk-based workers, such as call centre agents, need lightweight, easy-touse tools that deliver the best possible audio quality with all-day talk time.

DESK-BOUND OFFICE WORKERS AND CALL CENTRE AGENTS

CS500

SAVI 700 SERIES MOTION OFFICE

DW PRO SERIES

BIZ 2400 depending on variant

SC 630/660 USB



61

OFFICE WORKER (ROAMING)

Not all office workers are permanently desk-based; many have a need to roam the office to speak with colleagues or attend meetings, whilst being contactable.

SAVI 700 SERIES

PRO 9400 SERIES 9470 only

SAVI 430/440

MOTION OFFICE

PRO 900

DW SERIES

depending on variant



62

UC Voice Series •• Connects to a softphone for UC and VoIP calls •• Plug-and-play USB connectivity •• Superior sound with HD Voice to ensure clarity of conversations •• Noise-cancelling microphone filters unwanted background noise for clearer calls and less repetition •• Jabra PeakStop protects hearing from sudden sound spikes to provide safety on calls •• Fast user adoption driven by ease of use due to inline call-control unit attached to the cord •• Padded headband provides user comfort and allows for all day-wear •• All versions as Mono or Duo options (UC Voice 250 Mono only)

UC VOICE 150

UC VOICE 250

UC VOICE 750

Mono or Duo 3 wearing styles

Flexible boom UC VOICE 550

Mute / Answer End / Vol

BIZ 2300 Series •• Improved noise cancellation technology for best in class performance •• Great comfort for all day use •• Superior sound with HD Voice and neodymium speakers to ensure clarity of conversations •• 360° breakproof boom-arm rotation for enhanced durability is made possible by gold contacts that also deliver optimal sound quality •• Hearing protection with Jabra SafeTone •• Choice of Mono or Duo speaker options to suit your working environment and job role •• Choice of 3 wearing styles for the perfect fit and all-day comfort

Lightweight and durable

Mono or Duo

Improved fitting by bringing band closer to the head

Best in class noise cancelling

360° breakproof boom-arm rotation



63

Read exclusive blogs on discoverUCC THE JABRA MOTION OFFICE – THE ULTIMATE MOBILE WORKER SOLUTION Jabra has a long and proud history within the Bluetooth headset space. Many might not know this but Jabra was actually first in the world to ... Read more

THE JABRA BIZ 2300 – NOT JUST ANY OTHER HEADSET Jabra have a long heritage in the headset space and their latest offering is lightweight, cost effective and packed with the latest in noise cancellation technology... Read more THE WIRELESS WORKPLACE

JABRA + LYNC ONLINE FOR OFFICE 365

As the workplace is changing, so are the workers’ needs. Being mobile is a necessity for more and more people, as well ...

Office 365 is one of Microsoft’s fastest growing businesses, and with the integration of Lync Online, calling internally and conferencing...

BIZ 2400 Series •• Connects to a desk phone or USB with Bluetooth (MS Optimised versoin only) •• Great comfort for all day use •• Surgical steel parts and a Kevlar-reinforced cord provide maximum strength •• Superior sound with HD Voice and neodymium speakers to ensure clarity of conversations •• 360° boom-arm rotation for enhanced durability is made possible by gold contacts that also deliver optimal sound quality •• Hearing protection with Jabra SafeTone •• Choice of Mono or Duo speaker options to suit your working environment and job role •• Choice of 3 wearing styles for the perfect fit and all-day comfort


Mono or Duo 3 wearing styles

Surgical steel

Neodymium speakers

360° boom-arm

Kevlar-reinforced cord


64

GN2000 •• Connects to a deskphone or softphone •• Robust design featuring high quality materials for day-after-day durability that protects the investment •• Superior sound with HD Voice to ensure clarity of conversations •• Noise-cancelling microphone technology filters out background noise for clearer calls and less repetition •• Jabra PeakStop protects hearing from sudden sound spikes •• Choice of Mono or Duo speaker options to suit your working environment and job role •• King-size ear cushions provide increased incoming sound and all-day wearing comfort

Mono or Duo

HD Voice Large leatherette Ear cushions

Call Control (USB Only)

DIAL 520 MS •• True wideband audio performance for professional sound •• Employees get a lightweight, easy-tohandle handset •• Plug-and-play functionality ensures smooth deployment and implementation •• Seamless integration with all leading Unified Communications systems •• Looks and feels like a desktop phone handset but slimmer, lighter and more portable. •• Easily recognisable functions and buttons that works with a UC system. •• Enhances call clarity by eliminating background noise from the office.

Noise cancelling Plug and play

Lightweight



65

PRO 900 Series •• Deskphone ( Jabra PRO 920) or softphone / UC platform (Jabra PRO 930/935) options available •• Lightweight, simple and intuitive design •• Superior sound with HD Voice to ensure clarity of conversations •• Superior hearing protection with Jabra SafeTone, to provide safety when on calls and comply with Control of Noise at Work •• Fast charge: 50% charge in 50 minutes •• 8 hours talk time (PRO 920) 6 hours talk time (PRO 930) •• On-device call control and volume levels for ease of use when away from the base unit •• Choice of wearing styles: headband, earhook or neck band

12

Earhook or headband

Lightweight and simple

120m range

120

PRO 9450 •• Connects to a desk phone, softphone or mobile phone •• Superior sound with HD Voice to ensure clarity of conversations •• Superior hearing protection with Jabra SafeTone, to provide safety when on calls and comply with Control of Noise at Work •• Control every phone from one touch pad and can answer any call from the same headset •• Wearing styled: fully adjustable headband, Ear hook or Over the ear. •• Up to 4 headsets can be joined to one base at the same time for conferencing call purposes •• Supports Electronic Hook Switch, making it possible to answer/end calls to a desktop phone directly from the device •• Charges in 120 minutes •• Standby up to 38 hours

10


Adjustable Headband

Mono or Duo

Up to 4 headsets connected to base Control every phone 135


66

PRO 9460 / 9470 •• Connects to a desk phone, softphone or mobile phone •• Superior sound with HD Voice to ensure clarity of conversations •• Microphones with Noise Blackout have an aggressive noise filter coupled with two microphones utilizing Digital Signal Processing (DSP) software to remove noise •• Superior hearing protection with Jabra SafeTone, to provide safety when on calls and comply with Control of Noise at Work •• Control every phone from one touch screen and can answer any call from the same headset •• Wearing styled: fully adjustable headband, Ear hook or Over the ear. •• Up to 4 headsets can be joined to one base at the same time for conferencing call purposes •• Charges in 120 minutes •• Standby up to 38 hours •• Bluetooth (9470 only)

8

Adjustable Headband

Mono or Duo

Up to 4 headsets connected to base Control every phone 150

GO 6430 / 6470 •• Connects to a desk phone, softphone or mobile phone •• Superior sound with HD Voice to ensure clarity of conversations •• Up to 100m wireless Bluetooth® range (25m for mobile phone) •• Microphones with Noise Blackout have an aggressive noise filter coupled with two microphones utilizing Digital Signal Processing (DSP) software to remove noise •• Superior hearing protection with Jabra SafeTone, to provide safety when on calls and comply with Control of Noise at Work •• Control every phone from one touch screen and can answer any call from the same headset •• Up to 4 headsets can be joined to one base at the same time for conferencing call purposes (6470 only) •• Charges in 120 minutes •• Standby up to 38 hours

6


GO 6470 GO 6430

Up to 4 headsets connected to base (6470) Control every phone 100


67

SUPREME UC MS •• Connects to a soft phone and mobile device •• Multiuse allows two Bluetooth devices to be connected simultaneously •• Superior sound with HD Voice to ensure clarity of conversations •• Active Noise Cancellation removes ambient noise for the headset user •• Noise Blackout 3.0 significantly reduces background noise •• Voice Control and Voice Guidance for handsfree operation •• Flip-Boom arm, making it easy to activate, carry and stow away

6

Multiuse Bluetooth

Voice control

Flip-Boom arm

10

MOTION UC MS •• Superior sound with HD Voice to ensure clarity of conversations •• Noise-cancelling microphone technology filters out background noise for clearer calls and less repetition •• Superior hearing protection with Jabra SafeTone, to provide safety when on calls and comply with Control of Noise at Work •• Wind noise protection for clear calls outdoors •• Up to 7 hours talk-time and 15 days standby •• Height adjustable and rotatable speaker house for custom fit and comfort •• Power Save mode saves battery when not in use to avoid constant charging •• Stream music, podcasts and GPS directions with A2DP •• Choose between soft travel pouch variant, (Jabra MOTION UC) or hard case variant, (Jabra MOTION UC+), which converts to desk charging dock

7


Height Adjustable

Stream music or GPS

100


68

Motion Office •• One headset for all types of phone with easy and intuitive call control. •• Superior sound with HD Voice to ensure clarity of conversations •• Noise-cancelling microphone technology filters out background noise for clearer calls and less repetition •• Superior hearing protection with Jabra SafeTone, to provide safety when on calls and comply with Control of Noise at Work •• Wind noise protection for clear calls outdoors •• Up to 7 hours talk-time and 15 days standby •• Height adjustable and rotatable speaker house for custom fit and comfort •• Power Save mode (activated if motionless for long enough) saves battery when not in use to avoid constant charging

Height Adjustable

Stream music or GPS

Connect deskphones via base

100

SPEAK 510 MS •• Connects to a softphone, smartphone, tablet or headset •• Also connects wirelessly to tablets and smartphones via Bluetooth •• Ideal for one-to-one and small-group conference calls •• Superior sound with HD Voice to ensure clarity of conversations •• 360° microphone picks up sound anywhere within the room •• Up to 100m of wireless freedom allows for productivity when on calls •• Slim and compact design with a travel case included, for portability when on the move •• User-friendly call controls for ease of use •• Just add a headset for private calls, if required •• Up to 15 hours talk-time¹ to ensure no conference call is missed •• Plug-and-play USB connectivity, no drivers to install 15


HD Voice

360° microphone

USB or wireless connection

Dongle included with 510+


69

Encore Pro •• Wideband audio for clearer conversations •• Ultra noise-cancelling microphone filters out background noise •• Low-sitting extendable microphone enables optimal mic positioning •• Reinforced, lightweight headband provides strength and durability •• Plush leatherette ear pads allow for hours of comfortable wear •• Elegant satin finish and featherweight design •• Quick Disconnect cord lets users walk away from their phones without removing the headset •• DA45 USB Adapter provides: •• Plug-and-play USB connectivity for fast, simple setup •• Easily accessible call controls, including call answer/end, mute volume +/-

Reinforced Headband

Comfortable leather bi-aural ear pads

Adjustable noisecancelling microphone

SupraPlus •• Wired or wireless (64-bit digital encryption for call privacy available on wireless) •• Wideband audio for more natural sound and clearer conversations •• Fully compatible with standard band environments •• Premium audio assures quality customer communications •• Ultra noise-cancelling, screen out background noise, reducing distraction •• Over-the-head, all-day comfortable design for intensive use •• Proven robustness at millions of agent workstations •• Single and dual earpiece options meet varying needs and preferences •• Quick Disconnect cord lets users walk away from their phones without removing headset •• DA45 USB Adapter provides:

Mono or Duo

•• Plug-and-play USB connectivity for fast, simple setup •• Easily accessible call controls, including call answer/end, mute volume +/-

Ultra noise-cancelling



70

Blackwire 300 •• Intuitive, inline controls let you answer/end, mute and control the volume of PC calls with ease •• Smartly-placed indicator lights and helpful audio alerts give call, mute and volume status •• Simple plug-and-play USB connectivity •• Lightweight metal headband offers durability and a customisable, comfortable fit •• Convenient wearing styles available: hi-fi stereo or monaural design •• Wideband delivers heightened speech clarity, providing the best possible PC audio quality •• Dynamic EQ feature automatically adjusts audio for voice or multimedia use •• Noise-cancelling microphone reduces background noise •• Enhanced digital signal processing (DSP) provides more natural-sounding voice

Lightweight metal headband

Mono or Hi-Fi Stereo

DSP for enhanced sound

Inline controls

Blackwire 435 •• Modular design gives end users a choice of mono or stereo audio options and wearing styles •• Low profile design •• Durable, portable design easily tucks into travel case •• Call controls at your fingertips; call answer/ end, mute, volume +/•• Noise-canceling microphone reduces background noise •• Wideband delivers heightened speech clarity, providing the best possible PC audio quality •• Unparalleled call clarity, dynamic EQ stereo to adjust automatically for voice and multimedia use •• Enhanced Digital Signal Processing (DSP) provides more natural sounding voice

Mono or Duo

Inline controls



71

Blackwire 500 Series •• Smart Sensor™ technology knows whether to send calls to mobile phone or headset •• Motion sensors: put it on to answer a call •• Mono (Blackwire 510) or Duo (Blackwire 520) •• Wideband for best PC audio telephony •• Dynamic EQ stereo automatically adjusts for voice and multimedia use •• Noise-cancelling microphone filters out background noise •• Enhanced digital signal processing (DSP) technology provides more natural voice sound •• SoundGuard technology provides protection against audio spikes •• Folds flat and tucks into carrying case for use on the go •• Call controls at your fingertips; call answer/end, mute, volume +/•• Connection to a desk phone via MDA200 accessory

Folds flat Ultra-soft leatherette ear cushions

DSP for enhanced sound

Inline controls

Blackwire 700 Series •• Versatile UC headset that offers high-quality PC audio and seamless Bluetooth connectivity to mobile phones and tablets •• Smart Sensor™ technology answers a call by simply putting on the headset, or pause mobile device media playback by taking it off •• PC wideband, noise-canceling microphone and hi-fi stereo sound (C720) •• Media streaming from a mobile device (A2DP) •• Dynamic EQ automatically optimises sound quality •• A detachable cable and integrated clothing clip provide in-office mobility with up to 10 hours of talk time. •• Ear cushions fold flat for storage in the durable, portable carrying case •• Call control across multiple softphones •• Battery meter conveniently displays headset battery life remaining in PC icon tray •• UC presence automatically updated when on a call; not only on PC calls, but also when on mobile calls (currently Microsoft Lync and Skype) 10

Durable, metal headband

Fold flat for easy storage

Ultra-soft ear cushions

Lights let colleagues know when you are on a call

Detachable USB cable

10

Inline controls



72

Savi Go •• One-touch multifunction call control for Call answer/end/volume adjust/mute controls on one button •• Seamlessly switch between calls on your mobile phone and those received through your PC •• Wideband Audio •• In-use indicator light: Button lights up when phone is in use •• Extended boom with noise-cancelling microphone for clearer calls •• Convertible wearing styles (over-the-head or easy-fit ear loop) for customisable comfort and fit •• UC presence automatically updated when on a call

6

Convertible wearing styles

Buttons lights when in use

64

Savi 430 •• DECT technology built-in to the USB adapter •• Wideband audio •• Excellent battery life with adaptive power usage for extended talk time. •• The DECT USB adapter has 180° articulation for optimal positioning & storage •• Call controls, including remote call answer/end with supported softphones •• Digital Signal Processing provides more natural voice sound •• Advanced wideband audio using *CAT-iq technology for high definition voice quality •• SoundGuard™ technology mitigates audio spikes •• Conference in up to three additional Savi headsets on a call for improved efficiency •• Noise-cancelling microphone filters out background noise •• UC presence automatically updated when on a call

7


Conference three Savi headsets

DECT technology in the USB adapter

120


73

Savi W440 •• The world’s first convertible DECT wireless headset system for mobile centric professionals using PC softphones and multimedia. •• World’s Lightest DECT headset weighing only 22gm •• Ear loop, neckband or headband wearing styles •• Intuitive buttons for simple volume adjustment, dedicated mute functionality and call answer / end •• Easy magnetic docking to ensure headset is properly docked and charging •• UC presence automatically updated when on a call •• *Unlimited talk time using hot swappable batteries

Dect built into USB Adatper

Only 22gm

Variety of wearing styles 7*

120

Savi 700 Series •• Connects to a desk phone, softphone or mobile phone •• Automatically routes mobile calls to the mobile phone or headset •• Transfer audio between headset and mobile phone with a press of a button to take the mobile call out of the office •• Headset answer/end/mute/flash control across multiple softphones •• UC presence automatically updated when on a mobile or desk phone calls •• Battery meter conveniently displays headset battery life remaining in PC icon tray •• *Talk time:

Desk phone talk Mobile Talk Softphone Talk Over-the-ear

Over-the-head

Convertible

•• W710, W720 - up to 9 hours •• W730 - up to 6 hours •• W740 - up to 7 hours •• W745 - unlimited

*6-9


100

W475

W710/720-M

Hot swappable batteries

W730-M


74

Voyager Pro HD •• Smart Sensor™ technology knows whether to send calls to mobile phone or headset •• Motion sensors: put it on to answer a call •• Eliminates accidental dialling by locking call button when headset is not worn •• Pauses streaming audio for calls or when the headset is taken off •• Plantronics MyHeadset™ app gives you tips, tricks and tools for Android-based phones •• On-screen battery meter for iPhone and Android 3.0 or higher smartphones •• Experience brilliant, HD streaming audio plus natural, clear calls •• UC presence automatically updated •• Voice alerts announce talk time, volume, connection and more •• Ergonomic all-day fit •• Triple tap of Call button dials Vocalyst™ voice and text service •• Two noise-cancelling microphones on a boom 6

Put headset on answers a call Comfort-tested for extended wear

HD Audio and 3 eartip sizes

Two-noise cancelling mics

USB Bluetooth Mini-adapter 10

Voyager Legend •• Tap the Voice button on the mic boom and use voice control to check battery level, connection status, and more. Ask “What can I say?” to hear a list of voice command options •• Accesses contact details in phone to announce who’s calling and then waits for “Answer” or “Ignore” •• Plantronics’ best noise and wind canceling formula: 3 mics + 3 layers of wind protection •• Smart Sensor™ technology knows whether to send calls to mobile phone or headset •• Eliminates accidental dialling by locking call button when headset is not worn •• Protected against sweat and moisture damage by P2i technology •• Motion sensors: put headset on to answer a call and pauses streaming audio for calls or when the headset is taken off •• Plantronics MyHeadset™ app gives you tips, tricks and tools for Android-based phones •• On-screen battery meter for iPhone and Android 3.0 or higher smartphones

7


Comfort-tested for extended wear Play the Video

Three precision tuned mics

USB Bluetooth Mini-adapter

10


75

Calisto 240 •• A handset design and phone features, ideal for PC telephony users who are in the office or on-the-road and prefer a familiar phone interface •• An easy-to use-dial pad and call answer/end, volume and mute controls enable seamless PC call management •• LCD screen for easy call ID viewing and menu navigation •• Wideband and noise-cancelling microphone offer the best PC audio available •• Built-in, full duplex personal speakerphone offers a high quality audio experience and hands-free convenience •• Slim, portable design easily fits into laptop bag •• Powered by USB, no batteries are required •• Includes protective carrying pouch

Slim, portable design

Familiar phone interface

Calisto 420 •• 360-degree microphone and speaker coverage for small to medium-sized rooms •• Digital signal processing technology provides echo cancellation, automatic noise reduction and adaptive volume control •• Wideband support for best-in-class PC audio •• Omni-directional microphone for 360-degree room coverage •• Onboard mute and volume control functions •• Connects to any PC via a standard USB cable •• Compact and portable, protective carrying case included •• Headphone jack with option for private calls

Mute and Volume buttons

360° Mic


Headphone jack for private calls


76

Calisto 620 •• Portable wireless UC speakerphone that instantly transforms a laptop or smartphone into a high-quality conferencing device. •• Small and lightweight •• Simplify call management with an easy interface for answer/end, mute and volume •• High-quality travel case •• 360° full duplex audio and Bi-directional microphones that activate in the direction of the speaker’s voice •• PC wideband audio and Digital Signal Processing (DSP) reduce drop-outs and echo with Acoustic Echo Canceller. •• Integrated A2DP allows streaming media from a mobile device •• Battery meter conveniently displays headset battery life remaining in PC icon tray •• Headset control panel allows for customisation of settings, including call notification and related options •• UC presence automatically updated when on a PC or mobile call (Microsoft Lync and Skype)

Battery status indicator

360° Mic Connect to PC via mini adapter

Calisto 800 •• Connects and seamlessly switches between calls from PC, mobile and home phone (analogue connectivity available on Calisto 830 and 835) •• A 2.4” colour display and a touch-sensitive dial pad for easy caller ID viewing, dialling, answering, switching and muting across devices •• For privacy, use with Bluetooth or corded headsets/headphones (3.5 mm) •• Premium, rich-sounding full duplex speakerphone •• Wideband audio coupled with advanced noise cancellation technology •• Wireless microphone offers unparalleled voice transmission and freedom of movement (standard with Calisto 825 and 835; sold separately with Calisto 820 and Calisto 830) •• Remote answer/end/mute control •• Enables 360-degree small group conferencing when placed flat on a table

ID Viewing via colour display

Private calls via bluetooth or headphones

Wireless Microphone with remote controls



77

DW Pro 1 and 2 ML Ultra noise-cancelling microphone •• Unique Premium Design – Crafted for comfort •• High Comfort Wearing Style with perfect adjustment for the ear for a full day wearing comfort •• Intuitive User Interface – Mute microphone and adjust volume up or down •• Full Workday Talk Time – 8 hours in wideband sound mode and 12 hours in narrowband sound mode •• Intelligent Fast Charging – 50% in 20 minutes gives you 4 hours talk time •• Long Distance Wireless Range – Up to 55 m in typical office building. Up to 180 m in line of sight •• Protected Hearing – ActiveGard™ technology protects against acoustic shock and sudden sound surges •• Desk Phone & Softphone – Switch from one communication channel to the other. One touch on the base station to select the channel •• Intuitive & Easy pairing – For desk sharing and phone conferencing •• GAP compatible (Headset)

12

55

DW PRO 1 ML

Fast charging 50% in 20 mins

DW PRO 2 ML

DW Office ML •• 8 hours in wideband sound, 12 hours in narrowband sound •• Intelligent fast charging – 50% in 20 mins for 4 hrs talk time •• In typical office building: Up to 55 m and in line of sight: Up to 180m. •• ActiveGard™ technology protects against acoustic shock and sudden sound surges •• Noise-cancelling microphone •• Desk phone & softphone – Switch from one communication channel to the other. One touch on the base station to select the channel you wish to call from •• Intuitive and Easy pairing for desk sharing and phone conference •• GAP compatible •• Mechanical handset lifter accessory HSL 10 available •• Softphone Call Control Software “HeadSetup” included on CD •• Automatic acoustic shock prevention with ActiveGardTM •• EU/AU limit through DIP-switch •• Nameplate for headset personalisation •• Headset Autolink switch on basis station

12


55

Fast charging - 50% in 20 mins


78

SC 230 and SC 260 USB ML •• Best-in-class comfort – CircleFlex patent-pending dualhinge ear cup system that adapts seamlessly to your ears, for instant perfect fit and relaxed all-day wearing •• Noise-canceling microphone – filters out ambient noise for optimum speech clarity •• Unique robust construction •• Single-sided wearing style – numbered headband grooves for step-by-step adjustment for instant perfect fit •• Durability– metal reinforced headband designed for years of wearing pleasure •• Sennheiser HD Voice Clarity with wideband sound •• Bendable boom arm – ensures microphone position is always optimal. Cannot be twisted out of position •• Pivotable boom – rotates through 350 degrees for wearing flexibility on right or left ear and precision microphone placement •• Name tag personalization – easy user ID helps to avoid wearing a neighbour’s headset •• ActiveGard™ –technology protects you from acoustic shock and sudden sound surges

Robust metal headband

Mono (SC 230) or Duo (SC 260)

Pivotable boom

SC 30 and SC 60 USB ML •• Sennheiser HD voice clarity – wideband sound for a natural listening experience •• Noise canceling microphone – filters out ambient noise for optimum speech clarity •• High-Comfort – large ear pad in a lightweight headset for relaxed wearing •• Single-sided wearing style – let’s you hear what’s going on around you •• Solid construction – crafted with look and feel in mind •• Bendable boom arm – ensures microphone position is always optimal. Cannot be twisted out of position •• Pivotable boom – rotates through 340 degrees for wearing flexibility on right or left ear and precision microphone placement •• ActiveGard™ – technology protects you from acoustic shock and sudden sound surges •• Call control features: Answer/End a call, volume up/ down, microphone mute, redial last outgoing call

Mono (SC 30) or Duo (SC 60)

Fast charging - 50% in 20 mins



79

SP 10 / 20 ML •• Sennheiser’s renowned high definition audio quality in a stylish, low profile speakerphone with an eye-catching design •• Sennheiser voice clarity, echo cancellation and dual talk function ensure a cleaner sound and a more natural conversation flow. •• The SP 10 ML connects to Microsoft Lync via USB cable and the SP 20 ML hooks up to Microsoft Lync via USB cable to PC and to mobile phone or tablet via 3.5 mm jack plug •• Easy to use, clear microphone mute button, call and volume controls – plus practical and convenient cable management system. •• Tailored carry pouch for convenience and protection •• Sound-enhancement profile for music •• Reddot award 2014 and IF product design award 2014

Stylish metal design Intuitive controls

USB connection for highest audio quality

SP 20 ML includes 3.5mm Jack for mobiles

THE SENNHEISER SP SERIES – LYNC CALLS WITH STYLE! Earlier this year, Sennheiser launched a new Lync optimized conference speakerphone series – the SP 10 ML and SP 20 ML. Both models have received high praise.... Read more

MB Pro 1/2 ML •• Ultra-noise microphone filters out background noise for perfect speech transmission in busy and noisy environments. •• MB Pro headsets are equipped with Sennheiser HD sound to ensure a clearer and more natural audio experience. •• MB Pro comes with large leatherette ear-pads for a perfect fit and all-day wearing comfort. •• Automatically adapts and optimises sound for both communications and multimedia/music purpose •• Up to 15 hours’ call time and freedom to move up to 25 meters from source, depending on device and environment. •• Sennheiser Room Experience™ designed to reduce listener fatigue for all-day users by externalising the sound from your head, giving the impression of having a conversation with a person in the same room. (double-sided stereo headset only) 15


Ultra-noise microphone filter

USB connection for highest audio quality

Automatically optimises sound for communications and multimedia

25


80

AudioCodes The AudioCodes 400HD series of Lync-compatible IP phones offers enhanced voice quality and clarity for users of Microsoft Unified Communications. The phones’ wide range of essential business features, reliability and certified interoperability make them the perfect choice for any Lync deployment, from small businesses up to large multi-site enterprises.

Message waiting indication Clear Graphic LCD Display

Optional tablet expansion for attendant console

Lync presence indication

BENEFIT FROM FULL INTEGRATION WITH MICROSOFT UNIFIED COMMUNICATIONS

Enchanced “Better Together” support over Ethernet

Four soft keys

Simple, secure sign-in

USB Headset support

Intuitive volume control

HD VoIP with full support for Microsoft’s RTA codec

Five way navigation key

Direct access to voicemail and contacts

The 400HD series of phones consists of: •• 420HD is a cost-effective, feature-rich enterprise IP Phone. Its flexibility and robust design make it extremely suitable for demanding enterprise and contact center deployments. •• 430HD is an advanced, mid-range enterprise IP Phone. Built for ease-of-use and convenience, the 430HD boasts a large LCD display and 12 programmable speed dial keys. •• 440HD is a high-end, executive IP phone. The 440HD includes a dedicated LCD screen displaying Lync contacts and their presence.

420HD

Light key indicators for basic functions

430HD

Large Ergonomic Dial and Feature Keys

440HD

Graphic multi-lingual LCD display and 4 programmable soft keys 6 multi-function keys and 12 programmable speed dial keys with presence monitoring and GbE Support (Optional on 430HD) Lync contacts with presence displayed on dedicated LCD screen


Devices and Endpoints : AudioCodes

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Polycom Solutions for Microsoft Lync POLYCOM AND MICROSOFT ALLIANCE DRIVES SUCCESS Only Polycom offers a comprehensive portfolio of integrated solutions spanning voice, video, telepresence, and services.Customers benefit from an enterprise-quality, personalised communications experience that is more collaborative, engaging, and accessible virtually anytime, anywhere, with lower costs.

“

Microsoft is committed to interoperability and choice; a key priority we share in common with our strategic partner Polycom. Together, we are excited about bringing integrated solutions to our customers, and driving innovative, game-changing video collaboration offerings to market that enhance business productivity. The Polycom RealPresence Platform is a compelling solution that will further drive the adoption of video collaboration, and it registers to the Microsoft Lync server.

”

Kirk Greggersen, Senior Director, Microsoft Lync

POLYCOM OFFERS A WIDE RANGE OF SOLUTIONS THAT INTEROPERATE WITH MICROSOFT LYNC Polycom continues to expand its voice and video portfolio, currently offering over 40 solutions that interoperate with, and take advantage of, the presencebased contact capabilities of Lync. As a result, organisations gain unprecedented choice, flexibility and investment protection by ensuring that their existing Polycom solutions seamlessly work with Lync: •• Polycom IP phones including wireless voice, desktop and conference room phones •• Direct integration of Polycom RealPresence Platform and RealPresence Personal, Room and Immersive solutions for true end-to-end video collaboration •• Breakthrough collaboration solutions

“

“

Polycom + Microsoft Lync, Better Together

Polycom Makes Lync Better

Polycom is a unique partner for Microsoft ... only integrated partner, no extra hardware, gateways

”

”

“

Polycom and Microsoft offer best voice quality seamlessly together

”

ZEUS KERRAVALA

“

Most popular analyst inquiry is that field is customers that have Cisco for telephony and Microsoft for IM/Presence... now what do we do? this is where Polycom completes the Microsoft story

”


ART SCHOELLER

“

Polycom and Microsoft have a stronger story together than apart

Devices and Endpoints : Polycom Solutions for Microsoft Lync

”

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“

KEY POLYCOM-MICROSOFT UC SOLUTION HIGHLIGHTS: •• Unparalleled rich communication experience through native integration of voice, video & UC infrastructure with Lync •• Ability to publish, manage and view video media content secure from video-enabled Microsoft SharePoint sites •• Click to call between Microsoft Lync clients and Polycom CX phones, Polycom HDX endpoints, Polycom RMX virtual meeting rooms, and Polycom immersive telepresence solutions (via Polycom RMX platforms) •• Presence-aware, high definition Polycom voice and video endpoints that support B2B connectivity •• Scalable and reliable conference platform in the Lync Server 2010 environment with Polycom DMA and RMX. •• Calendaring integration with Exchange Server and Microsoft Outlook for Polycom Conferencing for Microsoft Outlook software

Polycom uniquely makes Microsoft video bette.r Polycom and Microsoft have a huge opportunity around video, offering the best video solution for end users

”

JIM LUNDY

“

Polycom and Microsoft have an untapped opportunity around promoting Polycom video integrated with SharePoint

”

HENRY DAWLING

“

With Polycom and Microsoft solutions, organisations can: •• Improve productivity •• Streamline operations •• Lower costs of travel and reduce carbon footprint •• Leverage existing investments •• Communicate seamlessly across all media: instant messaging, voice, video and web

“

Polycom makes it much easier for Micosoft to compete against Cisco, Avaya and other UC players. Only Polycom have built modular components of a UC solution that are engineered to work together

”

”

“ MARIBEL LOPEZ

“ TELL ME ABOUT... LYNC UC SOLUTIONS

Polycom and Microsoft solutions solve customer issues; customers want fewer vendors and fast, reliable solutions... more focus on TCO than ROI

Polycom can influence the Microsoft sale for those customers that are on the fence of UC; people want more things that work together, not less

”

Polycom and Microsoft offer easiest IT implementation without requiring extra pieces of gear; anything Cisco needs to do, they need to add a box

”


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KEY FEATURES •• Direct integration: Polycom voice, video, conferencing and collaboration solutions work directly with Microsoft Lync Server and core Microsoft infrastructure such as Active Directory, eliminating the need for additional gateways and lowering total cost of ownership

•• Simplified management and security: Microsoft and Polycom deliver a highly scalable and more secure conferencing solution. The solution simplifies deployment, provisioning, and management, helping customers cut overall costs in their UC infrastructure.

•• Innovative solution: Polycom provides solutions that improve daily workflows and facilitate communications enabled business processes (CEBP) within the enterprise

•• Scalable enterprise communications: The Polycom RealPresence Platform helps ensure that real time voice and video communication, as well as streamed media, can scale and provide high availability and redundancy.

•• Most comprehensive portfolio: Select from the full line of the Polycom CX family for purpose-built solutions optimized for Microsoft Lync, or best-in-class standardsbased voice and video solutions with direct interoperability to Lync Server •• Enterprise and B2B communication: Polycom voice and video solutions leverage the Microsoft Lync infrastructure to traverse firewalls and enable federation calls between organizations

Voice Solutions

•• Video content management throughout the content lifecycle: Polycom RealPresence Media Manager gives organizations a proactive IT management console that establishes rules for the lifecycle of storage- and bandwidth-intensive video content.

HD Telepresence & Video

RealPresence Group Series

Polycom CX Series

HDX Series

SIP Phones CX Series

RealPresence Immersive

RealPresence Platform

Virtualisation Manager (DMA 7000)

Collaboration Server (RMX, 800s)

Video Content Management (Media Manager)

Polycom is the only company that provides scalable HD voice and HD video integration in enterprise and company-to-company environments with Microsoft Unified Communications including Microsoft Lync, Exchange Server and SharePoint® Server.



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CX Series Built to be an extension of Lync, the Polycom CX series takes the simplicity, ease of use and the familiar Lync interface to environments throughout the enterprise. Only Polycom offers the broadest portfolio of Lync-optimised solutions that simplify deployment, lowering your total cost of ownership by eliminating training costs, streamlining communications and encouraging collaboration. THE POLYCOM CX SERIES: •• Comprises voice and video devices designed exclusively to improve your Microsoft Lync experience •• Represents the broadest portfolio of optimized solutions, spanning desktop, common areas and conference rooms •• Are one-of-a-kind devices, featuring the only 360-degree panorama video display, the only Lync conference phone and the only group video system optimized for Lync •• Reduces your total cost of ownership through native integration, and plug-and-play functionality for easy deployment, management, and provisioning

CX Series

CX700 •• Very large 5.7 in colour touch screen •• Embedded Lync client that does not require a PC to make calls, gain access to personal contact information, or other advanced features. •• HD Voice for high definition, wideband audio in all modes: handset, full duplex speakerphone or headset mode •• Biometric fingerprint reader or on-screen keyboard to personalise the Polycom CX700 speakerphone with individual communications preferences •• Click-to-call functionality with name-based calling from a user’s contact list or call logs •• Enhanced incoming call information •• Enhanced Presence:

Colour touch screen and on-screen presence

•• On-screen presence status indicators for each of a user’s contacts •• Ability to set presence state using the touch screen and a large, bright LED •• Ultimate Flexibility: •• Access voicemail •• Calendar Information •• Plug a wireless headset into the standard RJ-9 jack •• Type using the on-screen keyboard •• View contact cards directly on the screen


Biometric fingerprint reader

Presence control and indicator


85

CX600 •• Large 3.5 in colour display provides rich presence status, enhanced contact cards and directory information making calling easier and more productive •• High definition, wideband audio with Polycom HD Voice technology for the best possible voice call quality, whether in handset, full duplex speakerphone or headset mode •• USB port for optional “Better Together” capabilities •• Two-port Gigabit Ethernet switch for PC pass-through •• Embedded Lync client provides best-inclass user experience with rich presence and personalised content •• USB for enhanced capabilities such as calendaring, integrated call logs and better together functionality

CX500

Colour screen and on-screen presence

Presence control and indicator USB ports and gigabit ethernet pass-through

3.5” (9-cm) TFT color display

•• Device-only user mode makes it ideal for deployment in public areas such as lobbies, hallways, and break rooms •• Large 3.5 in TFT colour display provides rich presence status, enhanced contact cards and directory information •• Polycom HD Voice technology in the handset for stunning voice quality and clarity •• Single integrated Power Over Ethernet (PoE) port for simple installation •• Wall-mountable for easy deployment •• Best-in-class user experience with native Microsoft Lync Phone Edition software •• Simplified pin authentication offers easy sign-in to view personalised content

Search Active Directory

Simplified pin authentication


Wall-mountable


86

CX300 2 line display

•• The familiar dial pad and display of a traditional phone •• High definition audio for best possible voice and video calls •• Full featured telephone peripheral for Microsoft Lync •• Plug and play operation to a USB port on the PC •• 2 line monochrome backlit display •• Clear high definition wideband audio maximises the accuracy and productivity of real-time conversations whether handset, full duplex speaker phone or headset mode •• Presence status monitoring to efficiently route calls Presence control and indicator

CX100 •• High-Fidelity Speaker and two high-quality microphones for high-quality audio for the best possible voice and video calls •• Integrated functionality with Microsoft Lync delivers a seamless unified communication experience •• Convenient buttons and integrated functionality with Microsoft Lync enable you to pick up and hang up calls, control volume, and mute the microphones on the active call. Plug-n-Play capability of USB makes driver downloads unnecessary •• Built-in stereo headphone port •• Connects and powers through USB •• Hands-Free and Headset-Free Functionality to untie from the handset and headset for one-on-one calls or group conversations •• The integrated USB cable stores inside the unit so that your Microsoft unified communications experience is portable and convenient


High fidelity speaker

Integration with Lync

Headphone port Two high-quality mics


87

CX3000 •• The only conference phone optimised for Microsoft Lync Server •• Best-in-class user experience with native Microsoft Lync Phone Edition software •• Polycom HD Voice technology, turning ordinary conference calls into crystal-clear interactive conversations •• 12-foot microphone pickup range to hear all participants clearly •• Device-only user mode makes it ideal for deployment in public areas •• Large 3.5 in TFT colour display provides rich presence status, enhanced contact cards and directory information •• Simplified pin authentication for easy signin to view personalised content

12ft/3.5m microphone pickup

Presence control and indicator

CX5100 and CX5500 •• CX5100 is USB, CX5500 is USB/IP •• Fully engage all participants by providing a 360° panoramic view of the conference room when used with Microsoft Lync •• The CX5X00 provides remote participants with 1080p HD active-speaker video that automatically tracks the flow of conversation. •• Reduce training costs with simple USB plug-and-play functionality that requires little or no training •• Users connect a USB cable to their laptop and use the Lync client they already know—no remote required •• Lower support costs and realize a better ROI with increased room usage for collaboration •• No need to provision a second conference phone in the room—the CX5X00 also doubles as an IP conference phone when not used for Lync video calls

Large colour display with easy sign-on

Cameras provide 360° panoramic view

360° panoramic view



88

CX8000 Touch Screen 360° panoramic view

Supporting 1080p30 Video

•• Purpose-built for Lync 2013 and designed to extend the familiar Lync collaboration experience that people love into conference room environment. •• Intuitive touch control system •• Tight integration with Microsoft Outlook and one touch meeting helps users both in the meeting room as well as remote locations to join the conference easily. •• Unique 360° Audio and Video Experience •• Featuring Crestron’s market-leading appliance that includes the table top touch screen that controls the system as well as for a complete room control •• Support 1080p30 video •• Easy access to Lync meetings from the tabletop touch screen •• Registers to Microsoft Lync Server 2013, Lync Online, and hybrid Lync environments



89

VVX Series The VVX series business media phones offer high quality audio and video communications experience for busy professionals.

KEY FEATURES:

KEY BENEFITS:

•• Intuitive, gesture-based colour, multi-touch interface for voice calls and applications •• Flexible twelve line appearances, (one or more line keys can be assigned for each line extension) on this feature-rich phone with Polycom HD Voice technology—crystal clear voice quality and advanced audio processing •• Simple, flexible, secure provisioning options •• API for integration with business applications •• Productivity suite with Polycom Desktop Connector to PCs; keyboard and mouse sharing •• Microsoft Exchange calendar and contacts integration •• Visual conference management with local voice call recording and corporate directory access •• Personalised information at a glance - Polycom My Info Portal •• Built-in Web application and Digital Photo Frame

•• Improve knowledge-worker productivity and gain access to business information at a glance. •• Reduce training time through superior calling features in a sleek design and simple-to-use phone •• Leverage previous IT infrastructure investments •• Reduce costs through simple deployment and easy administration, upgrades and maintenance •• Provides expandability and investment protection with USB ports for optional accessories and hardware upgrades •• Offers easy integration with 3rd party UC and productivity applications

VVX 1500 •• Access video / voice applications and web content with a single touch •• Dual stack support ensures easy connectivity to both H.323 video and SIP telephony simultaneously •• Conduct virtual meetings from the desktop •• Open API and WebKit-based full browser enabled 3rd party applications for vertical markets •• Requires less than half the power of similar products. Designed for lower power consumption using energy-saving PoE and smart motion detection technology •• Available as:

Large display for easy video conferences

Play the VVX 1500 Video

•• VVX 1500: SIP based business media phone •• VVX 1500 D: Dual stack H.323 & SIP business media phone The VVX 1500’s large display and ease of use make it an ideal all-in-one productivity tool for busy executives spanning a wide range of industries and business environments.


Low power usage


90

VVX 600 •• Large (4.3”) TFT (480 x 272) capacitive touch-screen •• Up to 16 line appearances/speed dials •• Polycom HD Voice technology up to 14KHz on all audio paths (Speaker, Handset, Headset) •• Hard Keys: 12-key keypad, home, speaker, mute, volume, headset •• Video playback and video conferencing via external USB cam •• Integrated Bluetooth •• 2 x Ethernet 10/100/1000 •• 2 x USB 2.0 host •• Green: low power usage •• Simple to deploy and easy to administer, upgrade, and maintain through plug and play provisioning with zero touch provisioning •• Robust SIP feature stack •• Easy integration with third-party UC and productivity applications

Large touch screen

•• Complete API tooklit for custom development •• Full Browser (Webkit) •• Broad accessory support (Expansion Modules, Video camera accessory)

VVX 500 •• 3.5” (9-cm) TFT (320 x 240) touch-screen interface •• Up to 12 line appearances •• UC Software and Polycom Desktop Connector to PCs; keyboard and mouse sharing •• Video conferencing via external USB cam (coming post FCS) •• Microsoft Exchange calendar integration •• Expandable accessories for video and wireless •• Open application platform and Web browser (Webkit) •• Simple, flexible and secure provisioning options •• Streaming media video playback •• HD Voice up to 14KHz on all audio paths (Speaker, Handset, Headset) •• 2 x Ethernet 10/100/1000 •• 2 x USB 2.0 host •• Green: low power usage •• Hard Keys: 12-key keypad, home, speaker, mute, volume, headset •• Supports expansion modules •• Headset and Accessories: RJ9 wired headsets, Wireless connectivity via electronic hook-switch, read headset, Tech bulletin •• USB-wired headsets •• Wireless USB headsets


Touch screen interface

Expandable accessories for video and wireless


91

VVX Camera

Designed for VVX 500 or VVX 600 phones 720p30 video (H.264)

•• Adjustable tilt control •• Plug and Play setup •• Uncompressed local loopback video •• Normal, Full, Crop video screen modes •• Local side-by-side, PIP window modes •• Autostart video option •• Adjustable levels and frame rate •• Anti-Flicker compensation •• 2 color / 4 state status LED •• 2Mbps max transmit bitrate; 24-bit true color •• Supports up to 720p30 transmit video (H.264)

Physical Privacy Shutter

VVX 400

Supports expansion modules

•• 3.5” TFT (320 x 240) •• 12 lines or speed dial keys •• HD Voice up to 7KHz on all audio paths (Speaker, Handset, Headset) •• 2 x Ethernet 10/100 (VVX 400) or GigE (VVX 410) •• Asian character support •• Hard Keys: 12-key dial pad, home, speaker, mute, headset, volume, messages, hold, transfer •• 4-way navigation cluster with center “select” key •• Supports VVX Expansion Module and VVX Color Expansion Module (Expandability up to 3 modules) GigE (VVX 410)

VVX 300

Supports expansion modules

•• Backlit grayscale graphical LCD (208 x 104) •• 6 line or speed dial keys •• HD Voice up to 7KHz on all audio paths (Speaker, Handset, Headset) •• 2 x Ethernet 10/100 (VVX 300) or GigE (VVX 310) •• Asian character support •• Hard Keys: 12-key dial pad, home, speaker, mute, headset, volume, messages, hold, transfer •• 4-way navigation cluster with center “select” key •• Supports VVX Expansion Module and VVX Color Expansion Module (Expandability up to 3 modules) GigE (VVX 310)



92

SoundStation Duo •• Best-in-class investment protection - operates in analog telephony environments and supports the migration to VoIP •• Interoperable with leading SIP-based PBX and softswitch platforms •• 24x7 reliability with automatic failover from IP to analog •• Easy administration with no boot server required •• Up to 10-foot (3-meter) microphone pickup range. Optional expansion microphones for even larger room coverage •• Polycom HD Voice technology •• 2.5mm port for connection to mobile phones and PCs for Internet dialing

SoundStation IP 5000 •• Unparalleled clarity – Polycom HD Voice makes conference calls sound amazingly clear and lifelike •• Patented Polycom Acoustic Clarity™ technology means every work is heard first time •• Resists interference from mobile phones and other wireless devices •• Microphone range of seven feet/two meters •• Compact footprint •• Compatible with a broad array of SIP call platforms •• High-resolution display enables robust call status, on-board configurability and multi-language support •• Integrated Power over Ethernet (PoE) for easy installation. Optional AC Power Kit is also available



93

Video solutions qualified for Lync Microsoft tests and qualifies video teleconference systems (VTCs), multipoint control unit (MCUs) or conferencing bridges, and gateways for interoperability with Lync through our Video Interoperability Program. Our Video Interoperability program tests:

Video endpoints: enable direct registration as an end point on Office Communications Server 2007 R2 and Lync Server.

POLYCOM HDX 4500, 6000, 7000, 8000 Description / Product Type

Video infrastructure: to enable multipoint video conference bridge with Lync users and enable standards based VTCs to connect via a gateway.

POLYCOM REALPRESENCE COLLABORATION SERVER (RMX) 2000

POLYCOM REALPRESENCE COLLABORATION SERVER (RMX) 1500

Video Endpoint

MCU

MCU

Searchable from Lync Client

Yes

Yes

Yes

Point-to-Point Calls

Yes

-

-

-

Yes

Yes

Lync Conference

Yes

Yes

Yes

HD Video (RTVideo)

Yes

Yes

Yes

Audio (wideband, narrowband)

Yes

Yes

Yes

Presence (available, busy, offline)

Yes

Yes

Yes

-

Yes

-

Firewall Traversal (ICE v19)

Yes

Yes

Yes

Encryption Support (TLS and SRTP)

Yes

Yes

Yes

Bandwidth Management (CAC)

-

Yes

Yes

H.323 to SIP Signaling

-

Yes

Yes

H.264 to RTVideo Media

-

Yes

Yes

Multipoint Calls with Continuous Presence

Video calls over UDP and TCP

Auto Answer Version Supported

Yes

-

-

Lync Server 2010/2013



Always check if your Lync version was tested to interoperate with the video systems.



94

POLYCOM REALPRESENCE® CONTENT SHARING SUITE The RealPresence Content Sharing Suite is tightly integrated with the RealPresence Virtualization Manager, the RealPresence Collaboration Server, as well as the RealPresence Access Director, to enable scalable video collaboration that includes Lync desktop as well as standards-based video systems. •• Enables Lync client (PC) to send as well as receive content in a Polycom hosted multipoint conference •• Supports up to 720P HD content resolution for effective content collaboration •• Provides this added capability in a familiar and intuitive user experience •• The add-on does not affect native Lync-hosted collaboration workflow; it works transparently when Lync clients joins Polycom Collaboration Server (RMX) meetings

KEY BENEFITS: •• First and Only Content Interoperability with Microsoft Lync 2010 – Lync 2010 users can send and receive high resolution content in multipoint collaboration meeting with other video participants •• Increased Productivity – Desktop and programs can be shared among Lync desktop users as well as video conferencing systems for productive team meetings or uses in special applications such as manufacturing and healthcare •• Natural User Experience – Technology works transparently to users so the familiar Lync user experience is preserved. No new learning curve required •• RealPresence Platform Experience – The content sharing solution is part of the most secure, scalable and robust universal video collaboration solution •• Seamless Enterprise Communication – New solution eliminates technology gap and allows seamless video collaboration throughout enterprise for faster ROI

SOLVING EXISTING GAP Without •• Content is part of video stream •• Reduces real estate for other participants •• Unfamiliar user experience for Lync desktop users •• Not possible to PUSH content from Lync

With •• Content contained in content stage •• Maintains default meeting layout (or Click & View personal layout) •• Familiar user experience •• Able to push desktop or program from Lync

SUMMARY The strategic alliance between Microsoft and Polycom helps transform Microsoft solutions into a comprehensive UC platform for enterprises. This combined solution provides: •• Seamless experiences for users across video, voice, IM, and Web •• Unified collaboration spanning desktops, conference rooms, telepresence suites, devices, and remote sites •• High-quality user experiences through easy-to-use, presence-aware Polycom HD video and voice solutions To find out more go to: www.polycom.com TELL ME ABOUT... LYNC UC SOLUTIONS


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SMART A MORE EFFECTIVE WAY TO COLLABORATE USING MICROSOFT LYNC The SMART Room System for Microsoft Lync transforms meetings and helps engage every meeting participant by enabling them to contribute ideas in more creative ways and provides them with a more inspired way to collaborate. With a fully-integrated, turnkey solution, the SMART room systems combine touch-enabled displays with an HD video camera, microphones and speakers. •• An integrated solution: All components •• Natural collaboration: With the intuitive •• A right fit for any room: Available in are manufactured by SMART, meaning features of SMART’s interactive displays, three sizes, the SMART Room System also they work together seamlessly, so you can meeting participants collaborate by offers options for single and dual displays. too. naturally interacting with content.

Commercial-grade, touch-enabled HD flat panel display

HD video camera with wide-angle capture of the whole room

Immediate startup via proximity detection to turn on when you walk into the room

Control presenters, configuration and content with the administrative console

Up to 4 tabletop microphones for effective coverage


Optional floor stand, avoiding the need for wall reinforcement

Devices and Endpoints : SMART

96

LEVERAGING MICROSOFT LYNC

MORE EFFECTIVE COLLABORATION

INTUITIVE INTERACTION

Enhance your investment in Microsoft Lync by expanding it into the meeting room. You won’t need to invest in conflicting infrastructure and your users will be able to work within a familiar user interface. And with three different sizes available, you can tailor your solution to each room.

Evolve from traditional videoconferencing to fully immersive collaborative meetings by enabling comprehensive data interaction. Participants can be seen and heard, but are also able interact with the content being discussed. This ensures that they stay engaged and are able to fully contribute to the conversation.

The familiar, inviting design of SMART’s interactive displays encourages use by making interaction with digital content a natural experience. You can use your finger to interact with content, pick up a pen and write over it in your choice of colour and use your palm to erase.

COMPETITIVE ANALYSIS TRADITIONAL VIDEO CONFERENCING

CRESTRON RL

POLYCOM CX8000

SMART ROOM SYSTEM

Manufacturer

Many are built by multiple vendors, requiring longer setup times

Multiple vendors, with parts that weren’t originally designed to work together

Uses Crestron RL

Single vendor, with parts that are designed and manufactured to work seamlessly together

Displays

Not interactive. Many displays have no touch or pen capabilities

Limited options, with single or dual 65” displays using inferior interactive technology

Uses Crestron RL

Multiple options, with five sizes using 55”, 70” or 84” industry-leading interactive displays

Camera

Standard cameras, often provided by third-parties and require manual pan, title and zoom controls

Consumer-grade webcam with extremely limited 90° field of view that may miss people in the room

Uses Crestron RL or optional Polycom CX5100

Conference grade HD camera with ultrawide 109° field of view that captures everyone in the room

Console

Many do not include consoles

Small 10” display that integrates with existing – and extremely costly – Crestron environmental systems

Uses Crestron RL

Large 11.6” display that integrates with Microsoft Lync and allows users to easily control meeting activity

Audio

Standard room speakers and third-party microphones. Many video conferencing systems simply use external telephones

• Tabletop microphonenot included (audio is through camera only) • Inferior, non-conference grade sound bar

Uses Crestron RL

Includes TWO tabletop microphones (with additional mics also available for purchase) Superior conference grade room speakers

Computer Hardware

Not applicable for most video conference systems

External PC must be mounted and painstakingly installed separately

Uses Crestron RL

PC is embedded directly into the display and is ready to go right out of the box

Stand

Not included with most video conferencing systems.

Mobile-only optional stand. Displays must be mounted to the wall. Cabling is visible.

Uses Crestron RL

Optional wall stand offers easy cable access and no wall reinforcement. Raceway keeps cables clutter-free.

Ink over content

N/A

Ink on PPT and Lync Whiteboard

Ink on PPT and Lync Whiteboard

Ink onto any application, including Microsoft® Word®, Microsoft Excel® and Adobe®


Devices and Endpoints : SMART

97

Snom snom’s portfolio of cutting-edge SIP-based telephony devices are recognized for their rugged commercial grade performance, reliability and ease of interoperability. This has made snom the VoIP handset partner of choice for the industry’s leading VoIP service providers, hosted VoIP, IP PBX and Unified Communications solution vendors. Furthermore, snom UC Edition firmware expands functionality beyond voice by adding support for the productivity features included in Microsoft Lync.

“

Microsoft is pleased to work with snom on its new line of IP business phones – snom UC – that are compatible with Microsoft ® Lync™ Server 2010. Our business customers will benefit from the innovation, choice and value that snom UC phones can deliver due to their open, standards-based approach with Lync.

”

Kirk Gregersen, General Manager, Microsoft® Lync™ at Microsoft Corp

The snom UC Edition firmware has been fully tested to provide the highest level of interoperability and reliability with Microsoft Office Communications Server 2007 R2 and Lync 2010. This ensures users of snom UC phones benefit from enhanced feature integration with Microsoft Lync; delivering greater productivity levels and improved user experience. Deploying snom phones in a Microsoft Lync environment not only increases user productivity but also provides a future-proof investment with rich feature integration. The snom UC Edition phones allow integration of Microsoft Lync 2010 features into an existing IP telephony infrastructure. snom phones are also compatible with all leading SIP based IP-PBX CPE-systems and network infrastructures (e.g. Avaya, Microsoft, Cisco, Siemens, etc.) as well as with less known IP-switch manufacturers. For businesses with distributed branch offices, snom phones provide failover to Microsoft certified gateways in the event of WAN connection disruption and infrastructure failure. This ensures business continuity and productivity which help drive competitive advantage.

“

The snom UC edition featuring phones which are qualified for Microsoft Lync provides businesses with the broad flexibility to utilize phones that can work in a pure UC environment or a hybrid UC and IP PBX environment. These phones dramatically help reshape the economics for organizations deploying Microsoft Lync and provide businesses with a set of phones with superior features, elegant design and competitive price points.

”

Dr. Michael Knieling, executive vice president of marketing and sales, snom technology

KEY FEATURES OF SNOM UC EDITION PHONES IN A MICROSOFT LYNC ENVIRONMENT: •• snom UC Edition phones can function with or without a PC •• Concurrently register up to twelve Microsoft Lync and/or SIP accounts on a single phone (up to four on snom 300) •• Auto failover to an alternative Microsoft Lync or SIP / PBX account •• WLAN connectivity with optional WiFi stick (snom 821) •• Integrated open VPN for security (snom 821) •• Display of Buddy List and Presence status for ‘one-touch’ dialling •• Adjust Presence status directly on the snom UC Edition phone •• Two Gig-E ports for network and PC (2 x 10/100 on snom300) •• Full duplex speaker phone on all snom UC Edition phones •• Fixed transfer and hold keys to improve call handling •• Advanced directory lookup via phone keypad to improve productivity •• snom UC Edition phones are wall mountable


snom UC edition: Presence

snom UC edition: Availability

Devices and Endpoints : Snom

98

snom 300 UC edition •• For use in small offices, call centers, lobbies, recreation rooms, as well as at home •• A two-line LCD display enables the display of call information. (2x16 characters) •• More complex phone applications, call details, and configuration variations accessible via the browser of the connected PC. •• XML driven mini-browser •• 6 programmable function keys •• 2 Ethernet ports •• 4 SIP identities (accounts) •• Headset connection •• SIP RFC3261 •• Security: SIPS/SRTP, TLS •• STUN, ENUM, NAT, ICE •• Blocking of anonymous calls •• Compatible with numerous components of other manufacturers and can be used in low-bandwidth environments Codecs: G.711, G.729A, G.723.1, G.722, G.726, GSM 6.10 (Full rate) •• Power over Ethernet (PoE) •• Very low energy consumption

6 programmable function keys

Low energy consumption

snom 370 UC edition •• Tiltable, large high-definition graphical display (240 x 128 Pixel) •• Build custom XML applications with the integrated XML mini browser to make applications such as menus, lists, images, webcams and centralised company address books •• The expanded memory capacity enables the depiction of graphics and high resolution pictures to show the status of contacts (e.g., busy, on-line, off-line) similar to IM •• Play music and media files and to integrate applications like VPN or snom CTI. •• To avoid problems with unwanted violations of audio data, the snom 370 supports the security standards TLS (Transport Layer Security), SRTP, and SIPS which are necessary to protect against electronic eavesdropping and data theft. •• Large LED (red) for incoming calls •• 12 programmable function keys •• Dual Ethernet connection •• Power over Ethernet •• Additional keypads with 42 programmable function keys •• SIP RFC3261 •• Security: SIPS/SRTP, TLS •• Codecs: G.711, G.729A, G.723.1, G.722, G.726, GSM 6.10 (Full rate) •• National Language Support


Large display

12 programmable function keys

Dual Ethernet


99

snom 821 UC edition •• Large high-resolution TFT colour display (8.9 cm (3,5 inch) 320 x 240px) •• Integrated 1 Gigabit switch •• Power via adapter plus WLAN or Power-over-Ethernet (PoE) •• Comfortable and intuitive menu structure •• 5-way conferencing (bridge on phone) •• Twelve different SIP identities •• Caller identification on display Directory (250 entries) •• The keys are positioned so as to be easily seen and used from any angle, regardless of whether the snom 821 is set up with the footstand in the high or low position •• The wideband technology used in the handset captures more than double the frequency spectrum that a standard handset does, making the audio quality comparable to FM radio •• Import/export of directory/phonebook •• Codecs: G.711, G.729A, G.723.1, G.722, G.726, GSM 6.10 (Full rate) •• Indication of calls on hold •• Call blocking (deny list) •• Handling of up to 12 calls simultaneously •• Available in light grey or black

Large colour display

Play the Video

5-way conferencing GbE switch Wideband Voice

snom 710 UC edition •• HD audio delivers superior, crystal clear end-to-end call quality •• Sleek ergonomic design •• Four-line backlit B/W display •• 4 SIP identities •• pre-installed security certificate for quick and secure provisioning without manual interaction •• 4 context-sensitive function keys •• 5 freely programmable function keys with LEDs •• Advanced remote management and provisioning capabilities including full support for TR-069/TR-111 •• An ideal endpoint for service providers of hosted VoIP deployments as well as larger scale multi-site installations •• Advanced configuration, management tools and SIP interface ensure seamless, end-to-end integration with SIPbased IP PBXs and hosted VoIP platforms in a wide variety of business environments. •• Hands-free operation •• Power over Ethernet (PoE) •• VLAN •• Localization


Backlit B/W display

Play the Video

5 Programmable keys


100

snom 720 UC edition 18 Programmable keys •• 4-line B/W display, capable of showing international characters and render content generated from built-in mini browser •• Three rows of general-purpose keys with 18 two-colour LEDs can be used to implement functions known from traditional PBX systems •• 12 identities •• Wideband audio delivers superior, crystal clear end-to-end call quality •• Hands-free operation •• Power over Ethernet (PoE) •• Configuration can be done manually through the built-in web server or through automatic provisioning •• 2 x Gigabit LAN ports •• The Ethernet ports are connected to an internal switch that is capable of VLAN tagging, so that an external PC can reside in a different VLAN than the phone •• Wireless LAN / Bluetooth Headset ready via a USB type A connector •• The phones come with a preinstalled certificate signed by the snom certificate authority which makes it possible to securely provision the phone without manual interaction

GbE switch

Wireless LAN via usb adapter

snom 760 UC edition •• High-resolution 3.5”color display can be used to display rich information, such as presence information, photo caller-ID or video surveillance images •• Two rows of general-purpose keys with 12 two-colour LEDs can be used to implement functions known from traditional PBX systems •• LED function keys •• Wideband audio delivers superior, crystal clear end-to-end call quality •• Hands-free operation •• Power over Ethernet (PoE) •• Configuration can be done manually through the built-in web server or through automatic provisioning •• 2 x USB (Type A) •• 2 x Gigabit LAN ports •• The Ethernet ports are connected to an internal switch that is capable of VLAN tagging, so that an external PC can reside in a different VLAN than the phone •• Wireless LAN / Bluetooth Headset ready via a USB type A connector •• The phones come with a preinstalled certificate signed by the snom certificate authority which makes it possible to securely provision the phone without manual interaction


Large colour display

Play the Video 12 programmable keys

GbE switch

Wireless LAN via usb adapter


101

SNOM 300 UC EDITION

Recommended Use Audio Quality

Basic deskphone

SNOM 370 UC EDITION

SNOM 821 UC EDITION

Advanced phone with 12 LED lines

Advanced deskphone

Wideband **

Wideband **

Wideband **

Full Duplex Acoustic Echo cancellation

ü

ü

ü

Speakerphone

ü

ü

ü

Headset Support Display

RJ-9 Port Wired/Wireless Two-line LCD display (2x16 characters)

Power

Backlit grayscale 240x128 pixels

3.5 inch colour LCD

PoE (AC included) 2 port 10/100

2 port 10/100

2 port 10/100/1000 WLAN Optional

Wall mountable

ü

ü

ü

UC Presence Indicator

û

ü

ü

Message Waiting Indicator

ü

ü

ü

View Contacts (federated) and Corporate Dictionary Users Presence

û

ü

ü

Ethernet Ports

CODEC Supported LLDP

G.711, G.723.3, G.727, G.726, GSM 6.10 (full rate) ü

ü

ü

E911 Support

ü

ü

ü

Private Incoming Line

ü

ü

ü

Up to 3 people

Up to 3 people

Up to 5 people

Invite Address Book Contacts to Call

ü

ü

ü

Transfer Calls to Mobile Phone

ü

ü

ü

Search Global Address List

ü

ü

ü

Search Lync Contacts

ü

ü

ü

View Outlook Calendar

û

û

û

One click to joint conference call

û

û

û

Integrated Video, Sharing Applications, Whiteboard, etc

û

û

û

Search Outlook Contacts

û

û

û

Single Identity (Active Directory)

ü

ü

ü

Automatic Updates

ü*

ü*

ü*

Integrated Manageability

ü*

ü*

ü*

Lync 2010 Voice Features

Add multiple people to an existing call

PC Pairing through USB

Manageability

Version Supported

Microsoft Lync Server 2010 and OCS 2007 R2

* Through solution partner ** Wideband on the handset, narrowband on the speakerphone



102

SNOM 710 UC EDITION

Recommended Use

SNOM 720 UC EDITION

SNOM 760 UC EDITION

Entry level deskphone

Multi purpose

Advanced deskphone

Wideband

Wideband

Wideband

Full Duplex Acoustic Echo cancellation

ü

ü

ü

Speakerphone

ü

ü

ü

Audio Quality

Headset Support Display

RJ-9 Port Wired/Wireless Backlit 4 line black and white

Power

Backlit 4 line black and white

3.5 inch colour LCD

PoE (AC included) 2 port 10/100



Wall mountable

ü

ü

ü

UC Presence Indicator

ü

ü

ü

Message Waiting Indicator

ü

ü

ü

View Contacts (federated) and Corporate Dictionary Users Presence

û

ü

ü

Easy configuration with PIN Authentication

ü

ü

ü

G.711, G.723.3, G.727, G.726, GSM 6.10 (full rate)

G.711, G.723.3, G.727, G.726, GSM 6.10 (full rate) RT-Audio (NR)

G.711, G.723.3, G.727, G.726, GSM 6.10 (full rate) RT-Audio (NR)

ü

ü

ü

Up to 3 people

Up to 5 people

Up to 5 people

Boss / Admin

û

ü

ü

Branch Resiliency

ü

ü

ü

Call Park

û

ü

ü

E911 Support

ü

ü

ü

Private Incoming Line

ü

ü

ü

Malicious Call Trace

û

û

û

Merge Existing Calls

û

û

û

Music on Hold

ü

ü

ü

Invite Address Book Contacts to Call

ü

ü

ü

Transfer Calls to Mobile Phone

ü

ü

ü

Search Global Address List

ü

ü

ü

Search Lync Contacts

û

ü

ü

Assign Contact Presence to Button

û

ü

ü

û û û û

û û û û

û û û û

Single Identity (Active Directory)

ü

ü

ü

Automatic Updates

ü

ü

ü

Integrated Manageability

ü

ü

ü

Ethernet Ports

CODEC Supported LLDP Lync Voice Features Add multiple people to an existing call

PC Pairing through USB View Outlook Calendar One click to joint conference call Integrated Video, Sharing, etc Search Outlook Contacts Manageability

Version Supported TELL ME ABOUT... LYNC UC SOLUTIONS

Microsoft Lync Server 2010/2013 and OCS 2007 R2 Devices and Endpoints : Snom

103

HP 4110 IP Phone •• HP AllianceONE integration: Optimized for seamless operation with Microsoft Lync Unified Communications •• provides a rich set of unified communications features •• supports Microsoft “Better Together” mode •• Office 365 integration supported •• designed for standalone operation in a Lync environment •• delivers ease of configuration and installation •• Microsoft Lync optimized common area phone •• Standalone operation in a Lync environment •• 3.5” Colour TFT Display (320 x 240 pixels) •• Power over Ethernet (PoE) connectivity •• 2 x Gigabit LAN ports •• Well suited for “hot-desking” applications •• Simplified wall-mount capability •• LLDP-MED (Media Endpoint Discovery) — is a standard extension of LLDP that stores values for parameters such as QoS and VLAN to automatically configure network devices such as IP phones •• Microsoft Real Time Audio (RTA) technology — Designed for both high-quality wideband and narrowband voice over IP (VoIP) applications

Lync optimized common area telephone

Colour display

2 x GbE ports

HP 4120 IP Phone •• HP AllianceONE integration: Optimized for seamless operation with Microsoft Lync Unified Communications •• provides a rich set of unified communications features •• supports Microsoft “Better Together” mode •• Office 365 integration supported •• designed for standalone operation in a Lync environment •• delivers ease of configuration and installation •• Microsoft Lync optimized common area phone •• Standalone operation in a Lync environment •• 3.5” Colour TFT Display (320 x 240 pixels) •• Headset port •• Power over Ethernet (PoE) connectivity •• 2 x Gigabit LAN ports with passthrough •• Simplified wall-mount capability •• LLDP-MED (Media Endpoint Discovery) — is a standard extension of LLDP that stores values for parameters such as QoS and VLAN to automatically configure network devices such as IP phones •• Microsoft Real Time Audio (RTA) technology — Designed for both high-quality wideband and narrowband voice over IP (VoIP) applications


Colour display

Lync presence selector / indicator


104

Spectralink The first in-building wireless solutions to be tested and qualified for Microsoft Lync Only Spectralink offers enterprise wireless telephony solutions that interoperate with Microsoft Lync, without the use of a gateway. This direct integration eases deployment, simplifies administration, reduces hardware and support costs and accelerates your ROI. With Spectralink you can combine Microsoft Lync with purpose-built, Spectralink wireless devices customized for verticals such as healthcare, manufacturing, retail and many other specialized working environments.

MOBILITY

DIRECT INTEROPERABILITY

Add mobility to improve productivity, communication and satisfaction for mobile workers

Eliminate need for an additional gateway that other solutions require to reduce complexity and costs

CUSTOMISED

INCREASED ROI

Mix industry-customized wireless handsets to meet the individual need of each employee

Reduce administration costs, reduce downtime and increase productivity

TESTED AND QUALIFIED

STREAMLINED ADMINISTRATION

The Spectralink 7000 DECT portfolio and Spectralink 84-Series Wi-Fi solutions have been tested by Microsoft and qualified for Microsoft Lync

Streamline administration by enabling your IT department to centrally administer, modify and control the entire solution

WIRELESS OPTIONS Spectralink offers the first enterprise wireless solutions qualified as directly interoperating with Microsoft Lync The Spectralink solutions are available for both Wi-Fi and DECT:

WIFI

DECT

Spectralink 84-Series

Spectralink 7000 Portfolio

The enterprise-grade Voice over Wi-Fi solution (2.4 GHz or 5GHz)

Cost-effective, feature-rich DECT wireless solution (1.8 GHz or 9GHz)


Devices and Endpoints : Spectralink

105

LYNC QUALIFIED WI-FI HANDSETS

1. Full duplex speakerphone, wideband audio, and noisecanceling mic for optimal voice quality 2. 802.11a/b/g/n Wi-Fi support for any VIEW supported WLAN 3. Reinforced magnesium cage design for added strength 4. Color display for use in any environment includes 4 icons and a micro web browser 5. Integrated push-to-talk for instant communication 6. Soft keys and navigation cluster for ease of use 7. 1000 Names Personal Directory 8. Rubberized over molding for durability 9. Bluetooth or wired headset support with integrated mute and hookswitch control 10. Snap-in integrated battery pack for 24/7 usage Also available, on the Spectralink 8452/8453 is an integrated 1D & 2D barcode scanner for data input applications

Spectralink DECT Microsoft Lync interoperability (A competitive overview)

INTEGRATION WITH LYNC PRESENCE, IM AND CALENDAR



106

7000 PORTFOLIO* DECT

8000 PORTFOLIO* WI-FI

SERVER BASED**

HANDSET BASED

•

•

CATEGORY

SUPPORTED LYNC FEATURES

ADMINISTRATION/MANAGEMENT

LOGGING


CALL ADMISSION CONTROL


IN-BAND PROVISIONING

•

SECURITY

REMOTE WORKER

•

SECURITY

MEDIA TRAVERSAL: STUN/TURN/ICE

•

•

SECURITY

AUTHENTICATION: TLS/NTLM

•

•

TELEPHONY

BASIC CALLING: MAKE AND RECEIVE CALLS

•

•

TELEPHONY

BRANCH OFFICE RESILIENCY

•

•

TELEPHONY

CALL HISTORY

•

•

TELEPHONY

CALL WAITING

•

•

TELEPHONY

CALLER ID

•

•

TELEPHONY

CONFERENCE: 3-WAY

PARTICIPATE ONLY

•

TELEPHONY

CONTACTS/DIRECTORY

•

•

TELEPHONY

DISTINCTIVE RING

•

TELEPHONY

DO NOT DISTURB

•

TELEPHONY

E911 CALLS

•

TELEPHONY

CALL FORWARD: BUSY, NO ANSWER, AND MANUAL

•

•

TELEPHONY

CALL HOLD AND RESUME

•

•

TELEPHONY

CALL PICK UP

TELEPHONY

MESSAGE WAITING INDICATION (MWI)

TELEPHONY

PRIVATE LINE

TELEPHONY

RESPONSE GROUP (HUNT GROUP)

TELEPHONY

LYNC 2013 ONLY •

• •

•***

•

SIMULTANEOUS RINGING

•

•

TELEPHONY

SPEAKERPHONE AND MUTE

•

•

TELEPHONY

SPEED DIAL

•

•

TELEPHONY

TEAM DIAL

TELEPHONY

CALL TRANSFER: BLIND AND CONSULTATIVE

TELEPHONY

UP TO FOUR SIMULTANEOUS CALLS PER SINGLE REGISTRATION

TELEPHONY

VOICEMAIL

•

•

UC

FEDERATED CALLS

•

•

UC

EXCHANGE CALENDAR INTEGRATION

UC

IM AND PRESENCE

VALUE ADDED FEATURES

APPLICATION API


PIN AUTHENTICATION — QUALIFICATION IN PROCESS


CALL COMPLETED ELSEWHERE

•

•


INVITE HANDSET INTO LYNC CONFERENCE

•

•


PAGING

•

•


PUSH TO TALK/WALKIE-TALKIE


SAFE WORKER


USER PROFILES


TRUSTED SERVER INTEGRATION

VOICE QUALITY

CODEC: G.711, G.722.1

• •

• •

• PRESENCE**

•

•

• •

• •

• •

• G.711

•

* 7000 PORTFOLIO: The Spectralink 74-Series and Spectralink DECT Server 2500 and 8000 do not support Microsoft Lync. * 8000 PORTFOLIO: The Spectralink 84-Series handsets have been tested and qualified for Microsoft Lync. Spectralink 87-Series (PIVOT) use the Lync Android client for interoperability. ** Logging and packet capture directly on server. *** Limited.



107

Applications DEVICES AND ENDPOINTS APPLICATIONS

Devices

Video Media Gateway


PSTN E-SBC



108

AdvaTel Espera AdvaTel Espera integrates with Microsoft Lync to provide Response Groups with real-time call waiting information. By displaying critical call information, such as number of calls waiting and level of service, agents are able to better manage how the work. This helps agents to deliver better customer service with higher productivity levels by empowering them to make informed decisions. Standard Lync Response Groups already have advanced call queuing and call waiting. Espera integrates directly with Lync to enhance call processing efficiency by displaying the invisible call waiting demand.

“

Espera has been simple to install and added real value to our Lync Contact Centre service…if you’re using Lync Response groups, Espera works really well as a real-time Wallboard solution.

”

– Chris Fawcett, Information Systems and Technology Manager, Broadacres Housing Association

AdvaTel Espera Espera allows powerful call routing options within the standard Lync product and retrieves the important calls-waiting information directly from Lync, avoiding the need to install an expensive separate add-on product

Tech Sales

THE AGENT DISPLAY PANEL Calls in Queue

Longest Delay (Queue)

Agents Available

Agents Logged In

Agents On A Call

0

00:10

1

3

2

Calls in Queue

Longest Delay (Queue)

Agents Available

Agents Logged In

Agents On A Call

2

02:05

0

1

1

** TV Ad to air in 20 seconds The supervisor can send messages to individual agents or nominated groups of agent, that displays for a certain amount of time, without intruding on any telephony activities.


Applications : AdvaTel Espera

109

WHY HAVE REAL TIME CALLS WAITING INFORMATION? •• Agents can decide to offer additional services politely complete the current call and move promptly to the next •• Enable the agent to respond accordingly, for example “I am sorry you had to wait so long – how can I assist you today?” •• Supervisors and managers can monitor the performance of queues from their office

Online/Offline Bring to the front realtime display Configuration Log on Log off Wrap up code Supervisor screen

ESPERA REAL TIME IS AN INTEGRATED PART OF MICROSOFT LYNC Espera allows you to use the powerful call routing options within the standard Lync product and get the important calls waiting information directly from Lync so avoiding the need to install an expensive separate add-on product.

TOP TEN REASONS TO PURCHASE ESPERA REAL TIME CALL WAITING INFORMATION

1

Empower the Lync Response Group staff to work as a stronger team and eliminating micro-supervision by equipping them with a view of the “whole picture”

2

Based on the live call statistics, the Lync Response Group staff can make a decision whether to stay on the phone to discuss additional products/services or whether to continue to the next call as quickly as possible.

3

If a caller has been waiting longer than normal then Espera notifies the staff member (flashing red display) who can then offer additional empathy by answering; “I am very sorry you had to wait so long” helping to diffuse tension. Espera will improve the client relationship per call.

4

If the waiting queue is short, agents can confidently enhance the relationship with their current caller knowing that other callers are not being delayed. Staff can cross sell or up sell or just put callers on a product announcement list etc.

5

Espera utilises existing Lync IT infrastructure (application server), eliminating the need for additional hardware or software. Being an integrated part of Lync and Lync Response Groups, Espera is a very costeffective solution.

6

The Espera display equips supervisors with a live view of call performance, highlighting problems and enables any problems to be identified and solved quickly.


7

The live statistics can empower staff to determine the most suitable time to take a break, and when to stay logged on therefore getting the balance between staff entitlements and customer service just right – all with minimal supervision as Espera Real Time encourages correct decision making by staff.

8

The Espera solution is SIP based, allowing agents to work remotely for business continuity such as severe weather, pandemics or national industrial action.

9

Espera improves productivity by reducing the frequently used, tedious, log-on and log-off process to a single click.

10

Extend Espera Real Time with Espera Reporter. This extension provides historical call handling management information, such as call wrap-up, helping agent development and future staffing.

FREE DEMONSTRATION Contact Westcon for a 60 day free trial version


110

ADVATEL ESPERA - REPORTER Espera provides Lync Response Groups with Real Time and Historical Reporting, offering standard reports as well as user defined reports with a simple drag and drop interface Historical information can allows tracking of important trends, such as weather for vehical insurance claims, temperature for soft drink deliveries, advertisements leading to spikes in calls, etc.

Supervisors have current dynamic statistics on screen for last 10 minutes, last 60 minutes and today.

Espera reporter delivers any report, either sheduled or ad-hoc to any location, such as daily summary reports emailed to a PC, smartphone or tablet with a more detailed report at the end of the week. Wrap-up After a call, the Call Wrap-up feature is activated, allowing the agent to select from a customisable list of wrap-up reasons while preventing fresh calls being sent to the agent until the selection is complete or the time runs out (default 8s)

Breaches of thresholds can be alerted to the required parties via SMS and viewed on any Web enabled device from any internet connection worldwide (Coming soon)

To find out more go to: www.advatel.com.au TELL ME ABOUT... LYNC UC SOLUTIONS


111

Altigen MAXACD CONTACT CENTRE FOR LYNC MaxACD takes advantage of AltiGen’s 15 years of contact centre technology innovation, delivering a matured full featured Microsoft Lync contact center solution that is simple to deploy, simple to use, and simple to manage.

WHY CHOOSE MAXACD? •• Extremely Easy to Manage – No Vectors, Scripting or programming •• Simple License Structure – 5 License Types •• Can be 100% Virtualised •• Redundancy Option for High Availability •• Integrated Centralized Call Recording Built In •• Very Cost Effective to Deploy

MAXACD FOR LYNC SUPPORTS •• 512 Agent Profiles •• 256 Active Agent Logins •• 128 Workgroups •• Can add additional servers for larger deployments

CALL ROUTING OPTIONS:

CALL DISTRIBUTION HIGHLIGHTS

•• Caller ID, DID and DNIS Routing •• IVR / Auto Attendant Selection •• Customer Status / Priority Routing •• Based on results of SQL queries •• Holiday, Business Hours, Follow the Sun

•• Ring First, Ring Next, Ring All •• Agent with Least Calls / Talk Time •• Agent with Best Matched Skill •• Agent with Highest Proficiency

SIMPLE LICENSE STRUCTURE •• Base License •• Max Agent License •• Max Supervisor License •• Call Recording License •• SDK Client License

AltiGen’s contact center has been deployed at 1000’s of customers AltiGen is a Microsoft Qualified ISV MaxACD is an ISV Qualified Application MaxACD works exclusively with Lync


Applications : Altigen

112

Infrastructure DEVICES AND ENDPOINTS APPLICATIONS

Applications

Devices

Video Media Gateway


PSTN E-SBC



113

AudioCodes The AudioCodes One Voice for Lync program leverages AudioCodes’ Microsoft-qualified end-to-end voice elements, wide-ranging services and extensive expertise to enhance Microsoft Lync voice implementations. AudioCodes One Voice for Lync solutions are available for most Lync deployment architectures, including on-premises, cloud-based and hybrid. AudioCodes offers a wide range of Microsoft-qualified products that are suitable for a variety of unified communications scenarios. AudioCodes products provide key voice infrastructure elements for on-premises and hosted deployments of Microsoft Lync, as well as for Microsoft Exchange Online. With certified service provider connectivity, PBX integration, IP phones, call recording, branch survivability, and voice quality monitoring, AudioCodes boasts the industry’s broadest suite of voice solutions for Microsoft unified communications. As they seek to control capital and operational expenditure, today’s enterprises have the option to deploy unified communications as a fully on-premises solution or as a hosted solution, either fully or partially cloud-based. Microsoft’s offers a flexible range of hosted unified communications solutions, including both cloud-based deployments and hybrid scenarios where platforms are split between the cloud and on-premises. AudioCodes solutions can be integrated into the following scenarios offered by Microsoft: •• Lync On-Premises: Microsoft Lync deployed as an entirely on-premises solution •• Lync Online Dedicated: Microsoft-hosted Lync services for a single customer •• Lync Online Hybrid Voice: a mixed unified communications implementation combining both on-premises and cloud: based services •• Lync Partner Hosting (Private/Public Cloud): Services offered by Microsoft hosting partners to either multiple customers or a single customer •• Microsoft Office 365 Exchange Online: Microsoft-hosted Exchange Unified Messaging services

OneVoice for Lync

MICROSOFT UC VOICE ONE SUPPLIER THAT PROVIDES ALL THE VOICE PRODUCTS AND SERVICES FOR LYNC

Applications for Lync Professional Services Branch Office Survivability

Lync compatible IP Phones

Network & Service Management Tools BUDGETARY PRICING

TECHNICAL TRAININGS


DESIGN GUIDE

LYNC: •• On-Premise •• Hybrid •• Cloud EXCHANGE •• On-Premise •• Office 365

SBCs and Gateways VIDEO CONFIGS

•• One source for voice network elements •• One expert team for voice professional services •• One point of contact for voice support

PARTNERS

Infrastructure : AudioCodes

114

SMALL/MEDIUM BRANCH OFFICE

MEDIUM/LARGE ENTERPRISE CENTRAL OFFICE

MEDIANT 500 E-SBC

MEDIANT 3000 E-SBC High Density Digital Gateway and E-SBC

250

SESSIONS Full hardware redundancy

1008

MEDIANT 800B Hybrid E-SBC and Media Gateway

SESSIONS

250

SESSIONS

MEDIANT 4000 E-SBC High Capacity SBC for Large Enterprises

KEY MEDIANT 1000B Modular Gateway and E-SBC

5000 SESSIONS

Analogue & Digital Interfaces

150

SESSIONS

MEDIANT 9000 E-SBC High Capacity SBC for Large Enterprises

SBC

MEDIANT 2600 E-SBC

SBA

16k

600

SESSIONS

SESSIONS

SOFTWARE E-SBCS Flexibility and Scalability

2k

MEDIANT VE (Virtual Edition)

MEDIANT SE (Server Edition)

SESSIONS

KEY TELL ME ABOUT... LYNC UC SOLUTIONS


SBC

SBA

High Availability Option

16k

SESSIONS

The AudioCodes MediaPack range of media gateways support different configurations, enabling the connection of the Microsoft Unified Communications solution to different models of PBXs using analogue ports in various FXO/FXS configurations. In addition, the AudioCodes MediaPack gateways can connect existing legacy phones and faxes into the Microsoft Unified Communications environment

High Availability Option The AudioCodes MediaPack range of media gateways support different configurations, enabling the connection of the Microsoft Unified Communications solution to different models of PBXs using analogue ports in various FXO/ FXS configurations. In addition, the AudioCodes MediaPack gateways can connect existing legacy phones and faxes into the Microsoft Unified Communications environment


115

SURVIVABLE BRANCH APPLIANCE

AudioCodes SBA SIP Trunking or PSTN

IP WAN

Analogue Devices Lync Endpoints

SUMMARY •• Total Cost of Ownership (TCO) reduction due to consolidation of operational resources, solution simplification and employee productivity improvements •• High level of interoperability with an extensive list of legacy and IP-based PBXs •• Secure connectivity between Lync Server and SIP Trunking providers based on AudioCodes SBC technology •• Survivability of remote site connectivity; if access to the central is lost remote branch users are still able to make and receive telephone calls •• Wide range of supported PSTN signalling protocols •• Modularity, flexibility and scalability, supporting a mix of IP, digital and analogue interfaces in the same platform •• Connecting existing and new third-party, costeffective, standard SIP IP Phones to Lync Server 2010 and Lync Server 2013 using a certified Microsoft protocol interface •• Simultaneous support of PBX connections to Microsoft Exchange Server and Lync Server 2010 and Lync Server 2013 •• Cost effective and seamless migration from a legacy PBX network to a pure IP Unified Communications architecture, using the same hardware solutions. To find out more go to: www.audiocodes.com/microsoft


OPTIMISE MICROSOFT LYNC CONNECTIVITY WITH AUDIOCODES •• Investment Protection: Capital expenses savings and network design simplification. •• Interface Modularity & Scalability: Support of different flavours of PSTN trunking (E1/T1/BRI/FXO) and FAX / analogue phones connections in the same gateway. •• Worldwide PSTN Homologations: Direct PSTN connection in any country. •• Wide interoperability list with PBX and IP-PBX vendors, easy connection to any PBX (IP to TDM) or IP-PBX (IP to IP). •• SIP Trunking: Operation cost saving using SIP Trunking connectivity to Service Providers. •• Redundancy and Business Continuity: Crossover Gateway Resilience. •• Stability: Maximum gateway Stability and Performance, as a result of the use of an embedded OS. •• Extensive support for IP Phones and Mobile Clients Supported with Lync: •• Third-party existing SIP IP Phones from Cisco, Avaya, Polycom and more, using the SIP Phone Support (SPS) solution. •• AudioCodes cost effective High Definition IP Phones. •• Mobile Clients for Smartphones such as iPhone and Android (with the MobilityPLUS solution). •• Application Support: Microsoft Lync and Skype Connect Interconnection with AudioCodes Enterprise Session Border Controllers: •• Make and receive calls directly between Microsoft Lync and Skype clients. •• Benefit from Skype’s low cost global calling rates directly from Microsoft Lync systems.


116

Oracle Enterprises often encounter multi-vendor interoperability issues, codec incompatibilities, and service quality challenges when deploying SIP trunks. Oracle Acme Packet enterprise session border controllers (E-SBCs) are specifically designed to accelerate the installation of SIP trunks by overcoming common service interoperability and service quality challenges. Typically installed in an enterprise data center, E-SBCs serve as the termination point for a SIP trunking service in a Microsoft Lync unified communications environment, providing key session control and interworking functions. Oracle E-SBCs help enterprises overcome common SIP trunking implementation obstacles by delivering essential session interworking and control capabilities.

ORACLE AND MICROSOFT SUPPORTED FLEXIBLE DEPLOYMENT MODELS Oracle and Microsoft solutions can be deployed in different configurations to address diverse customer requirements and environments. An IP-PBX connectivity model is supported for Microsoft UCOIP “Direct SIP” qualified IP-PBXs.

An Introduction to Acme Packet

In the configuration below, a Microsoft Mediation Server is connected to an IP-PBX, which in turn is connected to an Oracle E-SBC which controls the SIP trunking border.

KEY FUNCTIONS INCLUDE THE FOLLOWING: •• Interoperability: Oracle E-SBCs resolve multi-vendor interoperability and multi-protocol interworking issues which often hamper SIP trunk deployments. The products normalise SIP messages to mitigate vendor incompatibilities and provide comprehensive signaling, transport and media encryption interworking functions as well as codec translation capabilities to streamline SIP trunk service deployment.

•• Session Routing: Oracle E-SBCs provide rich session routing and control functions including centralised call routing and dial plan management capabilities for cases where Microsoft Lync or Microsoft OCS co-exist with legacy enterprise telephony systems. This allows for the centralised management of all enterprise telephony routing in a single network element.

•• Reliability: Oracle E-SBCs can balance loads across SIP trunks and statefully reroute sessions around SIP trunk failures to optimise performance, circumvent equipment and facility problems, and ensure business continuity. In addition, the products provide granular admission control and QoS marking capabilities to ensure service quality.

ORACLE FOR LYNC SOLUTIONS BRIEF Oracle offers a complete portfolio of leading Enterprise SBC solutions and this solutions brief outlines exactly how to use those to optimise a Lync deployment


Infrastructure : Oracle

117

Oracle and Microsoft also support a direct connectivity model shown below. In this configuration a Microsoft Mediation server interfaces directly with an Oracle E-SBC which enables SIP trunking services for both the IP telephony infrastructure and the Microsoft UC environment.

Enterprise Network

Service Provider Network

E-SBC Existing Telephony Environment

Lync Endpoints

FE Servers

IP-PBX

E-SBC

GW

SIP Trunk

PSTN

Mediation Server

The Oracle Acme Packet 3820 delivers trusted, first-class interactive communications - voice, video and multimedia sessions - across IP network borders. It is designed for session border controller (SBC) deployments in enterprises, contact centers and government defence and security–focused agencies requiring control for 150 to 8,000 sessions. The Acme Packet 3820 provides the session border controls that enterprises require in five critical areas - security, service reach maximisation, SLA assurance, regulatory compliance and cost management.

Enterprise Network

Service Provider Network E-SBC

Existing Telephony Environment

Lync/OCS Endpoints

SBC SIP Trunk

GW PSTN

IP-PBX

FE Servers

Mediation Server

Lync Server Environment


Infrastructure : Oracle

118

Oracle Solutions for Unified Communications Many businesses throughout the Small, Medium and Enterprise (SME) market are deploying IP telephony and unified communications (UC) solutions to reduce CAPEX and OPEX and to enhance collaboration and worker productivity. In addition to this, enterprises have requirements to deliver SIP trunking and SIP based application integration and solutions at remote offices and less densely populated branch offices. In order to deliver the below solutions, the Acme Packet range of Oracle E-SBCs would be deployed: •• Secure SIP trunks •• Microsoft Lync Telephony integration and enablement •• On premises enablement of voice in Office 365 environments •• Integration of existing and disparate PBX estates •• Application integration between Microsoft Lync and SIP based PBXs •• Video integration •• Remote workers In additions to this, multi-media session recording can be achieved with the ISR (Interactive Session Recorder) application. Integration of business applications such as CRM solutions delivering features such as: Click to call, voice drops, and call blasts can be deployed with the ASC (Application Session Controller) solution.

ORACLE E-SBC PRODUCT LINE Acme Packet 6300 UP TO 80,000 SESSIONS

Acme Packet 4500 UP TO 16,000 SESSIONS

Acme Packet 3820 150 - 8,000 SESSIONS

Oracle Enterprise Session Border Controller Virtual Machine Edition UP TO 250 SESSIONS

LOW CAPACITY •• Small-medium business •• Distributed Enterprise


MID-RANGE •• Medium-large business

HIGH-CAPACITY •• Large enterprise

VERY HIGH-CAPACITY •• Very large enterprise •• Service Provider

Infrastructure : Oracle Solutions for Unified Communications

119

PLATFORMS The Acme Packet Net-Net series of products delivers trusted, first-class interactive communications - voice, video and multimedia sessions - across IP network borders The session border controllers are designed for enterprises, contact centres and government agencies leverage the rich functionality of Net-Net OS on the industry’s most comprehensive and scalable portfolio of hardware platforms. Enterprises require control in five critical areas - security, service reach maximisation, SLA assurance, regulatory compliance and cost management. The Net-Net session border controllers deliver exactly this. A. Net-Net 3820 is designed for SBC deployments in enterprises, contact centres and government defence and security–focused agencies requiring control for 150 to 8,000 sessions. B. Net-Net 4500 supports mid-range to high-end capacity, availability and performance requirements in the range of 500 to over 16,000 sessions. C. Net-Net 6300 combines groundbreaking performance, capacity, and throughput with proven session delivery functions and features, building the foundation for future generation networks.

A

B

C

D. Oracle E-SBC Virtual Machine Edition is delivered as software for VMware ESXi and Microsoft Hyper-V environments. The OESBC-VME enables organisations to build a highly scalable and cost effective E-SBC and SIP infrastructure solution scaling from 25 sessions to a maximum of 250 sessions. E. Oracle Communications Application Session Controller (ASC) – Oracle’s ASC and Integrated Session Recorder (ISR) products are validated for trouble-free installation and operation on a range of Oracle-certified third party x86 server platforms

SUMMARY

D

Oracle SBCs makes it easy to integrate Microsoft Lync Server with SIP trunk providers, 3rd party PBX and UC (Unified Communications) vendors. The call recording capabilities solve many of the compliance requirements of Lync 2013 deployments in the finance sector: •• Integrate existing telephony infrastructure with OCS and Lync services. •• Enable on-premises Lync solutions with external PSTN connectivity. •• Enhance the existing Lync voice core architecture with 3rd party ecosystem applications such as: –– Contact Centres –– Bespoke enterprise applications •• Enable secure voice services through secure termination of SIP trunks from the service provider. •• Strong security by safeguarding user confidentiality and privacy. •• Easy interoperability by mitigating multi-vendor, multi-protocol interoperability issues. •• Reliable communications by ensuring service quality and availability. •• Regulatory compliance including call recording. To find out more go to: www.Oracle.com


Infrastructure : Oracle Solutions for Unified Communications

120

Extreme Networks The Microsoft Lync environment is made up of multiple devices including mobile phones, office phones, voice mail, web conferencing, fax, email, instant messaging, and video all requiring a low latency, resilient and optimised network foundation to run over. The network needs to be capable of handling increased volumes of voice, video and collaboration traffic plus scale to support growth: that’s why Microsoft have certified Extreme Networks as an Infrastructure that is qualified to satisfy the unique “real-time” requirements presented by UC.

SO WHAT MAKES EXTREME THE RIGHT NETWORK INFRASTRUCTURE CHOICE? •• PROVEN: Microsoft Qualified: Certified by Microsoft as a vendor of choice. Extreme Networks have undertaken a joint test programme to ensure that Extreme provides the perfect platform for Microsoft Lync. •• CHOICE: of connectivity, wired or wireless. A wide choice of connectivity options are offered by Extremes portfolio. •• USER EXPERIENCE: benefit from a high performance, network foundation that ensures endpoints, devices, and users receive a high quality experience •• RESILIENT: Resiliency, in the unlikely event of component or connectivity failure, a range of redundancy options , supported by a fault tolerant Extreme network which can provide a sub 50 millisecond recovery makes Extreme a great choice. •• SCALABLE: Extreme Networks products are designed to make expanding and scaling your business simple. •• HIGH PERFORMANCE: Extreme Networks provides your network with superior performance, which will cope with the throughput, providing confidence as demands on your network increase. •• CONTROL: Identity management, giving visibility and control over who is doing what, where, when and with which device. •• MOBILITY: when deploying Lync in a virtualised environment, Extreme make the management simple. With a feature called XNV, Extreme users benefit from being able to manage inventory, location history and make provisioning simple.

IDM

IDM Summit X460-24p

Remote Site 2 Lync Soft Client

Lync Enabled IP Phone RS2-User-1

RS2-User-2

1 GbE

Remote Site 3

Remote Site 1 SummitStack

RS2-User-1

Lync Enabled IP Phone

Summit X480-48t Summit X460-48p-10G

IDM

BlackDiamond X8

1 GbE

Summit X440-24p

1 GbE IDM

WAN

RS2-User-2 Lync Soft Client

IDM

Lync Soft Client

RS2-User-1

Lync Enabled IP Phone RS2-User-2

Network Impairment Server

1 GbE

Main Site RS2-User-3

RS2-User-2

Lync Soft Client

RS2-User-1 Lync Soft Client

IDM

Lync Enabled IP Phone

Data Center

IDM

XNV

Virtual Machines MS Domain Controller DHCP/DNS/NTP Lync Se Lync-QMS

40 GbE

10 GbE Summit X460-48p


BlackDiamond 8806

Summit X670-48p

Infrastructure : Extreme Networks

121

INTRODUCING THE X440: READY FOR LYNC! The Summit X440 series extends the intelligence, insight and control of Extreme Networks XOS to the edge in a compact, cost effective series of stackable switches. •• Extreme XOS Operating System: robust, modular operating system helps ensure uptime with process isolation, monitoring and automatic restart. •• QoS: advanced traffic management helps ensure quality of experience for Lync applications •• PoE/PoE+: connect and power your Lync devices and WiFi access points. •• Comprehensive Security: identity aware security allows fine grained insight and control •• SummitStack: reduce management overhead by combining switches into one logical unit •• Redundant Power: available redundant power supply contributes to better reliability

WHAT ARE THE PARTNER BENEFITS? •• Open up NEW DISCUSSIONS: is your network ready for Lync? Will your network be able to cope with the bandwidth that video collaboration and real-time communication requires? •• PROVEN TECHNOLOGY: with a heritage selling into Data Centre’s and Internet Exchanges, you can be confident that Extreme Networks technology will be built to stand the toughest of tests. •• PLUG AND PLAY: technology allowing lower deployment costs. Features such as Universal Port allows enterprises to add new devices in a non-disruptive plug-and-play fashion. It allows dynamic configuration of voice VLANs and QoS. •• INTIMATE: no longer lost in the crowd, unlike other vendors, your relationship with Extreme Networks is highly valued, providing you with the support and coorperation you need to be successful. •• Improved MARGIN retention: as opportunity to differentiate rather a “me too battle over price”. •• ONE STOP SHOP: with the only Gold Certified Lync Distributor

“In a recent survey, 28% of respondents stated that they believed their Network was not ready for Lync” TechTarget Reader Survey

WHAT ARE THE CUSTOMER BENEFITS? •• CONFIDENCE: that an Extreme solution will be a high scalability, lower total cost of ownership, future proofed investment.

•• LOWER TCO: reducing your CAPEX and OPEX, energy efficient technology, support services offering real value for money, reduced management costs.

•• TRUST: working with a vendor you can trust.

•• OPEN ARCHITECTURE: provides confidence that the investment is interoperable with other vendor products.


Infrastructure : Extreme Networks

122

Radware In today’s competitive business landscape, the “always up” requirement from a UC service such as Microsoft Lync Server has a strong business justification. A planned conference call with a customer that was cancelled due to communication issues or an important executive-level update that was delayed or prevented due to a failed communication service is just two examples of its high business impact. The need to efficiently scale-up the UC solution to support additional services, increased capacity, and more concurrent users is a challenge that all IT organizations must address when planning and deploying a Microsoft Lync solution.

SO HOW CAN RADWARE IMPROVE MY LYNC DEPLOYMENT? RADWARE ALTEON CAN PROVIDE: •• A complete highly available and highly-performing UC solution by leveraging Radware Application Delivery Control (ADC) solution capabilities such as server health monitoring and smart load balancing. •• Seamless multi-site load balancing through Radware’s global server load balancing functionality, enabling transparent disaster recovery failover and active-active site backup. •• The combined Radware-Microsoft solution can support a larger number of users with smaller and more cost-effective infrastructure by offloading resource intensive server tasks to the Radware ADC, such as SSL termination, resulting in support of more users per server. •• Content caching and compression features in conjunction with the Microsoft Lync Server, end-users connected over slow speed WAN connections, can benefit from faster response time and a noticeably improved Quality of Experience (QoE) •• Seamless scalability. Radware’s “Pay-as-you-Grow” approach enables adding more capacity to the solution with no service interruption or system reconfiguration via Radware’s On-Demand Switch platforms. •• A Microsoft certified solution, fully tested and validated. In summary, Radware’s certified ADC solution for Microsoft Lync Server is designed to provide organizations with a highly available UC service, fastest response time, and best user experience, through its intelligent load balancing algorithms, advanced application health monitoring, inter site load balancing and application acceleration functionality.

HOW DOES IT WORK? Radware’s ADC solution provides high availability and improved performance to the Microsoft Lync 2013 unified communication solution through smart traffic load balancing and redirection. The simplest implementation is done by configuring a virtual IP address on the Alteon ADC to which all Lync traffic goes through, and intelligently distributed to the pool of Lync servers.

WHAT ARE THE PARTNER BENEFITS? •• Open up NEW DISCUSSIONS: is your Lync deployment built with resilience in mind? Is it optimised to provide the very highest of QoE? •• PROVEN TECHNOLOGY: Radware has a history of helping leading enterprise and carrier customers worldwide adapt to market challenges quickly, maintain business continuity and achieve maximum productivity while keeping costs down. •• PROFITABILITY:Radware programs are focused on increasing channel profitability by releasing high margin products with the flexibility to offer in-house professional services or resell Radware’s support packages. •• ONE STOP SHOP: with the only Gold Certified Lync Distributor


WHAT ARE THE BENEFITS FOR THE END USER? •• CONFIDENCE: that your Lync deployment will be “always up” and able to scale up as their business demands increase. •• TRUST: working with a vendor that empower more than 10,000 enterprise and carrier customers worldwide to adapt to market challenges quickly, maintain business continuity and achieve maximum productivity while keeping costs down. •• HIGH AVAILABILITY: designed to provide organisations with a highly available UC service. •• A QUALITY EXPERIENCE: fastest response time, and best user experience

Infrastructure : Radware

123

Sonus Sonus continues to focus on innovation that enables and extends interoperability and survivability for enterprises deploying Microsoft unified communications solutions. Traditional Enterprise communications are silos with multiple networks with their own dedicated platforms, protocols, and devices. Additionally, organisations may have diverse systems leading to large and complex networks. Today, voice, video, messaging, and other web based applications are converging on a single data network. Functions such as IP Telephony, calendaring, Instant messaging, video, conferencing, wireless, rich presence, and other collaboration tools collectively called Unified Communications is helping organisations improve employee productivity. While migrating to Unified Communications, organisations need solutions that help protect their investments, and a solution that guarantees network reliability, high-availability, branch survivability, and security.

SONUS SBC PRODUCT POSITIONING AND TARGET MARKETS

SMALL/MEDIUM/LARGE OR BRANCH OFFICE

LARGE ENTERPRISE OR SERVICE PROVIDER

SBC 1000

SBC 5110

TDM/SIP Trunks Small/Medium Offices

High Availability Carrier Grade

160

10k

SESSIONS

SESSIONS

SBC 2000

SBC 5210

TDM/SIP Trunks Medium/Large Offices

High Availability Carrier Grade High Density Sessions

600

SESSIONS

SBC SWe

25 to limitless

Flexibility and Scalability

KEY TELL ME ABOUT... LYNC UC SOLUTIONS

64k

SESSIONS

SESSIONS


SBC

SBA Infrastructure : Sonus

124

SBC 1000 With an integrated enterprise SBC (Session Border Controller), the Sonus SBC 1000 offers branch Microsoft Lync users optimised SIP Trunking services for ITSP (Internet Telephony Service Provider) connectivity. In addition to SIP trunking a range of models supporting combinations of analogue and digital stations and trunks are also available. •• Fixed configuration combinations of FXS/FXO/BRI/PRI/SIP Trunks models –– Up to 2 ports PRI –– Up to 8 ports BRI –– Up to 24 ports FXS/FXO (4 port increments) –– Up to 96 SIP sessions •• Multiple deployment options –– As a Microsoft Lync SBA branch office solution –– As enterprise session border controller (SBC) –– As Multiservice business gateway (MSBG)

SBC 2000 The SBC 2000 offers extraordinary service integration of Unified communications to any size branch office. Businesses enjoy the benefit of deploying a single device for all networking and communication needs and save both capital and operational expenses. By supporting a variety of protocols, advanced security, and codec transcoding, the SBC 2000 enables a distributed enterprise to costeffectively implement Unified communications across the enterprise. The Sonus SBC 2000 is a modular multi-function, single box appliance that delivers cost savings, reduces management complexity, and increases reliability for branch office networking and communications needs. The modular architecture allows deployment flexibility for different size locations and can easily scale up for future expansion. •• Single user interface simplifies management and configuration of the gateway, router, and Microsoft Survivable Branch Appliance for Lync 2010 deployments. •• Built-in Session Border Controller ensures security for voice. •• Multiple PBX integrations •• Advanced Security and Protection •• Multiservice Router and VoIP gateway with Branch office Survivability •• Mix & Match PRI/FXS Interfaces –– 2,4,8 Port PRI –– 24 Port FXS •• Secure SIP Trunk support (TCP,UDP and TLS with or without SRTP) The SBC 2000 can be deployed as: •• As a Microsoft Lync SBA branch office solution •• As an enterprise session border controller (E-SBC) •• As a hybrid voice gateway supporting combinations of analogue, digital and SIP trunk connectivity •• TDM-SIP PBX integration •• Advanced call routing and call forking features

SBC 2000 Video Datasheet

SONUS SBC SWE (SOFTWARE EDITION) Scalable from as few as 25 to an unlimited number of sessions, the SBC SWe is feature equivalent to Sonus’ award-winning hardwarebased Sonus SBC 5000 Series The SBC SWe is feature equivalent to Sonus’ hardware-based SBC 5000 Series. The only difference between the Sonus SBC SWe and the Sonus SBC 5000 Series is how customers choose to deploy it: on industry-standard servers or in virtualized environments. Scalable from as few as 25 to an unlimited number of sessions, the user-defined scope of the SBC SWe means that Sonus customers get to choose where they reside on the performance curve.


Infrastructure : Sonus

125

SBC 5110 The SBC 5110 delivers many of the industry-leading capabilities of the Sonus SBC 5210 – robust security, flexible SIP session routing & policy management, media transcoding – at a more attractive price/performance point for Tier 2/3 service providers and medium-tolarge enterprises (250 to 10,000 concurrent sessions). The SBC 5110 allows regional service providers and medium-to-large enterprises to deliver a world-class communications experience designed for their world. •• System Capabilities •• Sessions: 10,000 sessions (SIP and/or H.323) and 10,000 calls •• RTCP sessions scale 1:1 with RTP sessions •• Management Capabilities •• Graphical based wizards for ease of configuration •• Quality of Service (QoS) •• Bandwidth management •• Call admission control (CAC) per trunk group, per zone •• Per call statistics •• TOS/ COS packet marking

Enterprise Connect

•• Media Services •• Transcoding up to 10,000 concurrent calls

SBC 5210 The Sonus SBC 5210 Session Border Controller is the first second-generation SBC for secure SIP communications. Designed for communications service providers and large enterprises (scaling up to 64,000 concurrent sessions), the SBC 5210 is powerful, compact and purpose-built for multimedia communications. The Sonus SBC 5210 provides all of the features you need in an SBC today – robust security, sophisticated routing and policy management, overload controls, SIP normalisation – plus future proof features, like IPv4-IPv6 interworking, centralised policy management, built-in media transcoding and high performance under heavy traffic. •• Unique design with embedded transcoding/encryption processing for unbeatable real-world performance and scalability •• Advanced policy and routing intelligence - embedded or in an external routing server •• New IP-based multimedia services beyond VoIP (IM, presence, Web 2.0) •• Superior protection against network attacks, overload and outages while preserving stateful call handling •• Secure encryption of signalling and media including traffic policing and DoS/DDoS detection •• A proven SIP trunking solution with support for multiple SIP variants from

VX 900 The award-winning VX 900 platform provides the most powerful, most complete, Voice over Internet Protocol (VoIP) solution for the government market. The VX 900 offers an efficient, robust, and cost-effective way to provide high-quality voice and secure voice services over the diverse and challenging transmission environments in fixed/mobile government and military networks. •• Bandwidth-efficient secure voice platform •• Robust, secure Voice relay over IP •• Purpose-built voice and data solution for government and military networks •• Integrated signalling, gateway and media server functions •• Dynamic flow control technology to keep secure call connected in a degraded environment •• Supports 200 simultaneous Future Narrowband Digital Terminal (FNBDT) calls over IP



126

Home Office/Hot spot SIP WiFi Clients

Enterprise Headquarters

UC Clients

Legacy PBX

SIP Phones

IP WAN

VX900

Branch Office VX900

UC Clients

PSTN UC Clients

Unified Messaging Unified Communications

SIP Phones

SIP WiFi Clients

ITSP SIP WiFi Clients

SIP Phones

The following diagram shows a Lync solution using Sonus products, highlighting how central site connectivity to the PSTN and Lync infrastructure is achieved with a VX 900 gateway whilst also integrating a remote branch facility into the solution using a SBC 2000 gateway providing for local PSTN support as well as survivability in the event of loss of service.

Central Site

Lync Client

DC

VX 900 Gateway SIP TCP/MTLS

PSTN

Enhanced Gateway Supports Lync media bypass (media established between Lync client and G/W) Supports call Forking from Lync Server Complete security - TLS, SRTP with wire speed encryption. Multi-Codec including G.711 for Media-Bypass Company WAN

Branch Site SBC 2000

Lync Pool EUM

Lync Client

Registration to SBA Lync Client

PSTN

Survivable Branch Appliance (SBA) Provides local voice Survivability for Branch Lync users Next generation, high performance, modular platform allows for future growth and capability. Fully integrated and highly secure SBA model. High complexity media processing up to 600 simultaneous transcoded and encrypted calls. Intel Core i7 processor, 2.53GHz, 4 GB ECC RAM supports up to 8 x E1 SBA capacity.


Lync Client


127

SIP Trunk to ITSP Analog phones

SBC 2000 with SBA

PSTN

TDM PBX/IP-PBX & Voicemail

Analog fax machine

IP VPN Network

SUMMARY •• Total Cost of Ownership (TCO) reduction due to consolidation of operational resources, solution simplification and employee productivity improvements •• Business continuity provisioning in multi-site solutions ensuring that inbound and outbound calls can still be made and received if there is loss of service to the central location site hosting the PSTN connectivity. •• Modularity, flexibility and scalability, supporting a mix of IP, digital and analogue interfaces in the same platform •• Cost effective migration from a legacy PBX network to a pure IP Unified Communications architecture, using the same hardware solutions •• High level of interoperability with an extensive list of legacy and IP-based PBXs •• Secure connectivity between Lync Server and SIP Trunking providers based on Sonus SBC technology •• Wide range of supported PSTN signalling protocols •• Simultaneous support of PBX connections to Microsoft Exchange Server and Microsoft Office Communications Server 2007 / Lync Server 2010/2013 •• Excellent audio quality with automatic recognition of Microsoft Lync traffic To find out more go to: www.sonusnet.com



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Become a Certified Microsoft Lync Partner Deployment of Microsoft voice solutions can be in a green field environment or integrated with an existing telephony infrastructure. It is a combination of deploying 2 key applications: Microsoft Lync Server 2013 for Communications and Microsoft Exchange Server 2013 for Messaging. Organisations that already have an Exchange messaging solution in place simply need to design and deploy the Lync Server solution with the existing Microsoft infrastructure. There are then numerous variations of these scenarios based on the existing infrastructure and applications already in place. Successful Microsoft Lync voice deployments are based upon the skills of the team deploying it. Training and knowledge of these applications is essential in delivering an enterprise class voice solution. There are two paths to achieving competency in delivering Microsoft Unified Communications solutions these are Communications and Messaging competencies: •• The Communications competency recognises expertise in implementation design, deployment, and support of Microsoft Lync. The Silver Communications competency enables organisations to highlight their investment and capabilities around IM/Presence and Conferencing workloads and the Gold Communications competency demonstrates further expertise in enterprise voice and video, PBX integration and Lync Online. •• The Messaging competency recognises expertise in implementation design, deployment, and support of Microsoft Exchange Server. In addition, the Gold Messaging competency highlights an organisation’s additional investment and specialisation in archiving, security, and voicemail, as well as their ability to help customers with their journey to the cloud to Exchange Online.

2 CONSULTANTS TO PASS THESE EXAMS •• 70-336: Core Solutions of Microsoft Lync Server 2013 •• 70-337: Enterprise Voice & Online Services with Microsoft Lync Server 2013 TRAINING REQUIRED •• 20336A: Core Solutions of Lync Server 2013 •• 20337A: Enterprise Voice & Online Services Lync 2013 PLUS A minimum of one person must pass the licencing assessment and one person must pass the sales and marketing assessment (training & exams free of charge)

REQUIREMENTS OVERVIEW

CATEGORY

SILVER COMPETENCY

GOLD COMPETENCY

Credentials

Two Microsoft Certified Professionals (MCPs) at your company must pass qualifying exams

Four unique MCPs with credentials not assigned to any other gold competency must pass qualifying exams

Revenue

Not applicable

Agree to the revenue commitment

Assessments

One person must pass the licensing assessment.

One person must pass the licencing assessment.

One person must pass the sales and marketing assessment. Customer evidence

Commitment


Two people must pass the sales and marketing assessment

Provide three verifiable customer references

Provide five verifiable customer references.

Pay the silver competency fee

Pay the gold competancy fee

Participate in the Custmer Satisfaction (CSAT) index

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The SIP School™ The SIP School is the global leader in SIP training and Certification and has quickly gained endorsements from manufacturers and organisations that are prominent in the Telecoms industry. The SSCA® SIP training program is web based with full animation, videos, labs, quizzes and interactions that fully engage the student to make it a great learning experience for them. The program has 10 modules that start from the very basics of SIP messaging right though Security, Trunking, Troubleshooting, SIP and the PSTN and onto SIP in Unified Communications. Additionally, there is a separate certification track covering SIP Communication services aimed at Sales and Marketing professionals. To effectively participate in the Unified Communications, Hosted PBX and SIP trunking boom, sales and marketing professionals need to understand the opportunities and techniques required to succeed. The SIP School™ is ‘the’ place to learn all about SIP (Session Initiation Protocol) and prepare you for the marketplace. The program material ‘evolves’ as SIP evolved so students can revisit their training at any time to see the updated material and revise anything they may need to. The ultimate objective of The SIP School is to make the student confident when working with SIP as well as being confident to talk to clients about SIP. The SIP School and the SSCA® certification is recognised by many leading companies and organisations in the Telecommunications industry, as well as the TIA. Support from these organisations makes the SSCA® the standard qualification for SIP and VoIP professionals around the world today.

“

TIA recognises the SIP School’s online program as an excellent, cost-effective and convenient source for both training and certification for IT professionals, filling a growing need as IP networks continue to evolve.

”

TIA President Grant Seiffert

ACCESS THE SIP SCHOOL •• To gain access to the program, please go to: •• westcon.thesipschool.com •• Full course details are available from the website in PDF format. Program demos are also available on the website.

The SIP School is universally available, however Westcon’s business partners are entitled to an additional 5% discount on the cost of all training modules.


Become a Certified Microsoft Lync Partner : The SIP School™

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Contact Details Westcon has established a number of dedicated contact points to provide sales and pre-sales help and advice for Lync-related sales opportunities.

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