Microsoft Specialist Lync 2013 Depth Support Engineer

Duration: 
5 days
Codes: 
M40042
Versions: 
2013

Overview

This five-day instructor-led class takes support engineers beyond design and deployment to troubleshooting Microsoft Lync Server 2013. You will review Lync Server architecture from the perspective of a Depth Support Engineer in order to support customers with Lync Server service issues. The course provides a toolkit for the Depth Support Engineer, which includes Microsoft and third-party tools available for troubleshooting Lync Server. You will use a variety of these tools and resources to troubleshoot real-world scenarios related to Enterprise Voice, conferencing, application sharing, IM, and Presence. As part of the hands-on labs, you will derive, articulate, and implement solutions to trouble tickets for common Lync Server issues and practice walking a typical customer through a solution.

Audience

IT support consultants and telecommunication support professionals who provide support services for unified communication solutions. Support professionals who want to attain the troubleshooting skills required to become a Depth Support Engineer Helpdesk personnel and administrators who support a Lync Server 2013 environment and wish to deepen their knowledge and improve their troubleshooting skills.

Skills Gained

  • Effectively troubleshoot the Lync Server system with an understanding of architectural dependencies
  • Identify the most effective tool to analyze and troubleshoot a Lync Server 2013 infrastructure in various support scenarios
  • Troubleshoot Lync authentication, Persistent Chat, Presence, and Address Book issues for internal users
  • Troubleshoot federation and remote connectivity issues related to firewall, reverse proxy, and Edge Server configurations
  • Troubleshoot web and A/V conferencing for all users
  • Troubleshoot Enterprise Voice, including configuration, call setup and teardown, and connection to external telephony systems
  • Troubleshoot voice call quality and bandwidth issues
  • Troubleshoot Lync Server voice applications
  • Troubleshoot integration issues with Exchange and SharePoint
  • Troubleshoot Lync Server HA / DR issues

Prerequisites

  • Attended Core Solutions of Microsoft Lync Server 2013 (20336) and Enterprise Voice and Online Services with Microsoft Lync Server 2013 (20337)
  • Core Solutions of Microsoft Lync Server 2013 (exam 70-336) and Enterprise Voice and Online Services with Microsoft Lync Server 2013 (exam 70-337) certifications
  • Proficiency in Active Directory Domain Services, Windows Server, data networks, Microsoft Exchange Server, and telecommunication standards that support Lync Server 2013 configurations
  • Knowledge of UC endpoints, including Lync 2013 clients and Lync Phone Edition
  • Knowledge of SQL Server
  • Knowledge of VoIP technologies including SIP
  • Knowledge of formal troubleshooting methodology
  • Knowledge of DNS, PKI and Digital Certificates
  • A minimum two years' experience with Microsoft Lync technologies and various deployment and configurations

Course Outline

Module 1: Reviewing Lync Server 2013 Architecture

  • Lync Server 2013 Architecture Dependencies
  • Microsoft Supported Architectures
  • Name Resolution and Certificates
  • Database Management and SQL High Availability
  • Advanced Role Based Access Control Assignment
  • Lab: Introduction to Contoso's Environment
  • Exercise 1: Connecting to the Labs
  • Exercise 2: Reviewing Contoso's Environment
  • Exercise 3: Performing Active Directory Health Checks
  • Exercise 4: Verifying Lync Service Availability
  • Lab: Troubleshooting Lync 2013 Dependencies
  • Exercise 1: Troubleshooting Lync 2013 Dependencies
  • Exercise 2: Troubleshooting SQL Back End Server Dependencies
  • Exercise 3: Performing SQL Mirror Failovers
  • Bonus Exercise: Performing Lync Server 2013 Updates

Module 2: Developing a Depth Support Toolkit

  • Logging
  • Network and Media Traffic Analysis
  • Lync Server Control Panel
  • Lync Server 2013 Resource Kit and Debugging Tools
  • Built-in Server Tools
  • SIP Primer
  • Lab: Using Depth Support Tools
  • Exercise 1: Tool Tutorial
  • Exercise 2: Provisioning User Accounts
  • Exercise 3: Tracing Fundamentals
  • Exercise 4: Event Logs and Synthetic Transactions
  • Bonus Exercise: Exploring Depth Support Tools

Module 3: Troubleshooting Client Authentication, Persistent Chat, and Presence

  • Client Issues
  • Persistent Chat
  • Presence and Address Book Issues
  • Archiving Issues
  • VDI Issues
  • Lab: Troubleshooting Lync Client Access
  • Exercise 1: Troubleshooting and Resolving Sign-in Issues
  • Exercise 2: Troubleshooting Presence Issues
  • Bonus Exercise 1: Extending the Lync 2013 Namespace
  • Bonus Exercise 2: Deploying Persistent Chat
  • Lab: Troubleshooting Client-Related Issues
  • Exercise 1: Resolving Address Book Issues
  • Exercise 2: Resolving Persistent Chat Issues
  • Exercise 3: Troubleshooting Client Version Policy
  • Bonus Exercise 2: Deploying Edge Server Role

Module 4: Troubleshooting Remote Connectivity

  • Edge Remote Connectivity
  • Federation
  • Reverse Proxy
  • Mobile Devices
  • Port Configuration
  • Remote Connectivity Testing
  • Lab: Troubleshooting Edge Connectivity
  • Exercises 1A and 1B: Troubleshooting Edge Configuration
  • Exercise 2: Using PortQry to Troubleshoot Connectivity Issues
  • Exercise 3: Troubleshooting Remote Connectivity
  • Bonus Exercise: Configuring Federation
  • Lab: Troubleshooting Reverse Proxy
  • Exercise 1: Deploying ARR as a Reverse Proxy for Lync and Exchange
  • Exercise 2: Troubleshooting Remote Connectivity
  • Exercise 3: Validating Mobile Client Connectivity with Lync Connectivity Analyzer

Module 5: Troubleshooting Conferencing

  • Core Conferencing Modalities
  • Configuration of Office Web Apps Server
  • Conferencing Life Cycle
  • Conferencing Data
  • Lync Room System
  • Lab: Troubleshooting Conferencing
  • Exercise 1: Troubleshooting Internal Conference Issues
  • Exercise 2: Identifying Root Causes of Conferencing Issues with Performance Monitor
  • Exercise 3: Using Lync Monitoring Reports to Troubleshoot Conferencing Problems
  • Exercise 4: Testing Conferencing Call Flow
  • Bonus Exercise: Analyzing Bandwidth Requirements

Module 6: Troubleshooting Enterprise Voice Configuration Issues

  • Enterprise Voice Configuration
  • Call Setup and Teardown
  • Connection to External Telephony Systems
  • Lab: Troubleshooting Dial Plans, Routing and Trunks
  • Exercise 1A and 1B: Identifying Dial Plan Misconfiguration
  • Exercise 2: Troubleshooting Voice Routing Issues
  • Exercise 3: Troubleshooting Lync 2013 Trunk Settings for Media Gateways or IP PBXs
  • Exercise 4: Troubleshooting Inbound/Outbound Call Flow Issues from PSTN

Module 7: Analyzing and Troubleshooting Enterprise Voice Call Quality

  • Voice Quality Issues
  • UC Devices and Peripherals
  • Lab: Troubleshooting Voice Quality and Network Traffic Issues
  • Exercise 1: Configuring SCOM to Monitor Lync
  • Exercise 2: Troubleshooting Call Quality Issues
  • Exercise 3: Analyzing DSCP Values and Port Ranges for Prioritizing Network Traffic
  • Exercise 4: Configuring GPOs and Lync Policy for QoS

Module 8: Analyzing and Troubleshooting Enterprise Voice Applications

  • Call Park Service
  • Troubleshooting Response Groups
  • Announcement Service
  • Lab: Troubleshooting Enterprise Voice Applications
  • Exercise 1A and 1B: Troubleshooting Response Groups
  • Exercise 2: Troubleshooting Dial-in Conferencing
  • Bonus Exercise: Advanced Unassigned Numbers Configuration

Module 9: Troubleshooting High Availability, Disaster Recovery, and Voice Resiliency

  • Supported Lync Server 2013 High Availability Configurations
  • Load Balancing Web Services
  • Setting Appropriate Disaster Recovery Expectations
  • Lab: Deploying HA and DR and Troubleshooting Voice Resiliency
  • Exercise 1: Configuring Lync HA and DR
  • Exercise 2: Troubleshooting Load Balanced Configurations
  • Exercise 3: Troubleshooting Voice Resiliency
  • Bonus Exercise: Using Bandwidth Management for Voice Resiliency

Module 10: Troubleshooting Exchange and SharePoint Integration

  • Exchange 2013 Unified Messaging
  • Unified Contacts Store
  • Archiving and Compliance
  • SharePoint 2013 Site Mailboxes
  • SharePoint 2013 eDiscovery
  • Lab: Troubleshoot Lync Server Integration Issues
  • Exercise 1A, 1B, and 1C: Troubleshooting Voice Mail
  • Exercise 2: Troubleshooting Auto Attendant
  • Exercise 3: Implementing an Integrated Lync and Exchange Solution
  • Bonus Exercise: Extending Contoso's eDiscovery Solution with SharePoint 2013 Integration

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

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Upcoming Dates

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Course Location Days Cost Date
Onsite
Onsite5 2500 £2500 2018-12-13
Onsite
Onsite5 2500 £2500 2018-12-13
Manchester
Manchester5 2500 £2500 2019-03-04
Glasgow
Glasgow5 2500 £2500 2019-03-04
Midlands
Birmingham5 2500 £2500 2019-03-04