Lync Integration and Communicator Add-in

Lync Integration and Communicator Add-in
Avaya Microsoft Lync Integration and
Microsoft Office Communicator Add-in
Fundamentals for Avaya Aura®
Release 6.2.2
NN10850-014
Issue 02.04
July 2013
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Contents
Chapter 1: New in this Release.......................................................................................... 9
Chapter 2: Introduction...................................................................................................... 11
Support...................................................................................................................................................... 12
Avaya Mentor videos................................................................................................................................. 12
Chapter 3: Avaya Microsoft Lync Integration overview.................................................. 13
Language support..................................................................................................................................... 13
Lync Integration features.......................................................................................................................... 14
Lync Integration network........................................................................................................................... 15
Lync Integration support for Microsoft Office 365............................................................................. 17
Chapter 4: Overview of Lync Integration for CS 1000 Collaboration Pack with Avaya
Aura®.................................................................................................................................... 19
Collaboration Pack features...................................................................................................................... 20
Collaboration Pack administration............................................................................................................ 21
Chapter 5: Lync Integration key components.................................................................. 23
Microsoft Lync 2010 client......................................................................................................................... 23
Avaya Microsoft Lync Integration.............................................................................................................. 23
Microsoft Lync Server............................................................................................................................... 23
Microsoft Office Communicator................................................................................................................. 24
Avaya Microsoft Communicator Add-in..................................................................................................... 24
Microsoft Office Communicator Server 2007 R2....................................................................................... 24
Service providers...................................................................................................................................... 24
Supported desk phones (hardware).......................................................................................................... 25
Approved headsets................................................................................................................................... 25
Camera..................................................................................................................................................... 25
Client workstation...................................................................................................................................... 26
Chapter 6: Lync Integration services................................................................................ 29
Telephony services with Lync Integration................................................................................................. 29
Lync Integration desktop life cycle................................................................................................... 31
Lync Integration operational modes................................................................................................. 32
Lync Integration telephony service limitations.................................................................................. 33
Telephony presence with Lync Integration............................................................................................... 35
Lync Integration presence service limitations................................................................................... 36
Video telephony services with Lync Integration........................................................................................ 36
Video telephony service limitations.................................................................................................. 36
Chapter 7: Dialing rules fundamentals............................................................................. 39
Supported phone number formats............................................................................................................ 39
Supported phone number format limitations.................................................................................... 40
Simple dial plan......................................................................................................................................... 41
Simple dial plan examples................................................................................................................ 41
Advanced dial plan.................................................................................................................................... 43
Advanced dial plan examples........................................................................................................... 45
The dialingRules.xml file.................................................................................................................. 46
Chapter 8: Work flow for deploying Lync Integration..................................................... 53
Chapter 9: Port configuration............................................................................................ 55
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Chapter 10: Service provider configuration..................................................................... 57
Avaya Aura® requirements....................................................................................................................... 57
Configuring Lync Integration as an H.323 endpoint on Communication Manager........................... 58
Configuring Lync Integration as a video endpoint on Communication Manager.............................. 59
Chapter 11: Configure a dial plan...................................................................................... 61
Configuring a simple dial plan................................................................................................................... 63
Dial plan checklist............................................................................................................................. 63
Configuring an advanced dial plan............................................................................................................ 65
Creating a dialingRules.xml file using the Centralized Administration Tool..................................... 65
Chapter 12: Deploy Lync Integration on the desktop...................................................... 69
Installing the Configurator......................................................................................................................... 71
Building the install package...................................................................................................................... 71
Installing Lync Integration locally.............................................................................................................. 74
Installing the Lync Integration on multiple machines from a remote server.............................................. 76
Chapter 13: Replacing the dialingRules.xml file on the workstation where Lync
Integration is installed........................................................................................................ 79
Chapter 14: Troubleshooting Lync Integration................................................................ 81
Add-in disappears when Conversation window is maximized.................................................................. 81
Application crashes................................................................................................................................... 81
Application does not launch...................................................................................................................... 82
Call and video status not updated after network connection is lost.......................................................... 83
Calls fail to originate when the phone is off the hook and the Headset button is lit.................................. 83
Chained call forwarding: only the first forwarding instruction is processed............................................... 84
Different behaviors for calls made from the right-click menu and from the green phone icon.................. 84
Enabling debug when Lync Integration is not starting.............................................................................. 85
G729 or G722 Codec negotiation fails...................................................................................................... 85
Install or uninstall failure: script could not be run...................................................................................... 86
Invalid phone number format: published phone number does not appear to My Contacts....................... 87
Lync Integration cannot connect to Servers in Phone Mode (Shared Control) or Computer Mode.......... 88
Lync Integration Communicator Bar does not appear.............................................................................. 88
Lync Integration may disable PC.............................................................................................................. 89
Lync Integration icons do not appear on the Microsoft Office Communicator.......................................... 90
Lync Integration Share Now window is displayed instead of Conversation window................................. 90
Lync video pane has excessive black border around video frame when using H.264 video codec......... 91
Making a call displays Call number is not defined dialog.......................................................................... 91
No microphone sound in computer mode................................................................................................. 92
Presence state flickers when the user is on a call.................................................................................... 93
Privacy settings block contact display: published phone number does not appear to My Contacts......... 93
Scripting access to WMI is not working..................................................................................................... 94
User receives error messages after making a second call....................................................................... 95
Video calls cause high CPU usage........................................................................................................... 96
Chapter 15: Troubleshooting the one-X engine............................................................... 97
Chapter 16: Uninstall Lync Integration............................................................................. 99
Uninstalling Lync Integration from the local desktop................................................................................. 99
Uninstalling Lync Integration from multiple machines............................................................................... 100
Chapter 17: Upgrade Lync Integration.............................................................................. 103
Uninstalling one-X Communicator............................................................................................................. 104
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Upgrading Lync Integration....................................................................................................................... 104
Chapter 18: Migrating from Communicator Add-in to Lync Integration........................ 107
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Chapter 1: New in this Release
The following sections describe what's new in Avaya Microsoft Lync Integration and Microsoft Office
Communicator Add-in Fundamentals for Avaya Aura® (NN10850-014) for release 6.2.2.
Support for CS 1000 Collaboration Pack
Lync Integration now includes a CS 1000 Collaboration Pack offer. The Collaboration Pack supports
Computer mode and includes video capabilities.
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New in this Release
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Chapter 2: Introduction
Avaya Microsoft Lync Integration and Microsoft Office Communicator Add-in Fundamentals for Avaya
Aura® (NN10850-014) provides the information needed to administer Avaya Aura deployments on:
• Avaya Microsoft Lync Integration
• Avaya Microsoft Communicator Add-in
The Avaya Lync Integration is intended for a network environment where Microsoft Lync Server 2010 is
deployed. Avaya Lync Integration is a client side add-in to Microsoft Lync 2010. The Avaya Communicator
Add-in is intended for a network environment where Microsoft OCS is deployed. Avaya Communicator
Add-in is a client side add-in to Microsoft Communicator.
Important:
Avaya Lync Integration is only supported on the Microsoft Lync 2010 client. Other versions of the Lync
client do not support Lync Integration.
The Communicator Add-in is only supported on the Microsoft Office Communicator 2007 R2 client.
Terminology
In this document, the term Avaya Lync Integration will be used to refer to both Avaya Lync Integration and
Avaya Communicator Add-in unless specific Avaya Communicator Add-in features are being
highlighted.
Avaya product names:
The following product names are used for Avaya Microsoft Lync Integration.
• Avaya Lync Integration
• Lync Integration
The following product names are used for Avaya Microsoft Communicator Add-in.
• Avaya Communicator Add-in
• Communicator Add-in
Microsoft product names:
The following product names are used for the Microsoft Lync solution.
• Microsoft Lync Server 2010
• Lync Server 2010
• Microsoft Lync 2010 (client)
• Lync 2010 (client)
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Introduction
The following product names are used for the Microsoft Office Communicator (MOC) solution.
• Microsoft Office Communication Server 2007 R2
• Office Communication Server 2007 R2
• Microsoft Office Communicator 2007 R2 (client)
• Office Communicator 2007 R2 (client)
• Communicator (client)
Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release
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Avaya Mentor videos
Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to
install, configure, and troubleshoot Avaya products.
Go to http://www.youtube.com/AvayaMentor and perform one of the following actions:
• Enter a key word or key words in the Search Channel to search for a specific product
or topic.
• Scroll down Playlists, and click the name of a topic to see the available list of videos
posted on the site.
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Chapter 3: Avaya Microsoft Lync
Integration overview
Network administrators can use their Microsoft Lync or Microsoft Office Communications Server (OCS)
2007 R2 network infrastructure to enhance existing communication services. Administrators of Microsoft
networks can provide unified communication services to clients utilizing their Avaya Aura® Communication
Manager service provider.
Avaya Lync and OCS integration is client side. The Avaya Lync Integration is an add-in application that
extends Microsoft Lync or Microsoft Office Communicator client functionality using Microsoft supported
APIs. When deployed with Avaya Aura, the Avaya Lync Integration extends to the Microsoft Lync Client
providing two telephony modes, Phone and Computer mode. Phone mode allows the user to control the
desktop phone, with media going over existing PBX telephony equipment. Computer mode allows the
user to use the computer as a phone, using the media capabilities of the computer. For a description of
the services available in Phone and Computer mode, see Telephony services with Lync Integration on
page 29
The Avaya Lync Integration interacts with the Lync 2010 client directly using Microsoft Supported APIs.
All telephony capabilities are integrated directly between Avaya Lync Integration and the Microsoft Lync
2010 client. The Avaya solutions telephony capabilities with Lync 2010 requires only an OCS 2007 R2
Standard CAL (license), eliminating the need for a Microsoft voice infrastructure and the Microsoft OCS
Enterprise CAL. Remote Call Control and Enterprise Voice must be disabled on the Lync or OCS
server.
Language support
Avaya Lync Integration supports the following languages:
• English
• French, International
• German
• Italian
• Japanese
• Korean
• Portuguese, Brazilian
• Russian
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Avaya Microsoft Lync Integration overview
• Spanish, International
• Chinese, Simplified
Lync Integration features
The Lync Integration solution uses the Lync 2010 Microsoft Office Communicator user
interface to provide voice services.
Note:
For a detailed description of each voice service and a list of the services supported by each
service provider, see Telephony services with Lync Integration on page 29.
The solution supports the following functionality:
• Support for Computer (soft client), Phone (CTI control of Desk phone), and Other Phone
modes.
• Make Calls from Contact list, or search dialog box utilizing contacts published numbers.
• In conjunction with the Office Add-in and Web Browser Add-in applications, you can make
calls from Microsoft Office applications and Internet Explorer (see Avaya Configurator for
Desktop Communication Enablement Fundamentals (NN10850-031)
• Translation of E.164 numbers to customer dial plan including insertion or deletion of
appropriate digits.
• Publish Telephony Presences on behalf of the user when their client is signed in and on
a call.
• Display a conversation window with the following mid-call functionality:
- Release/End call.
- Place call on Hold and Retrieve call.
- Insert DTMF digit in to an established call.
- Speaker volume control and speaker mute function (Computer mode).
- Microphone mute function (Computer mode).
- Escalate to a video call.
• Handling multiple calls
- Support for multiple Consult calls
- While on a Consult call, instigate a Call Transfer.
- While on a Consult call, merge another call to form a Conference call.
- Add additional Consult calls to this Conference call.
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Lync Integration network
- Call Waiting popup display.
• Display an incoming call window with the following functionality:
- Indicate the Incoming Caller line ID or Caller name.
- Allow the user to Answer the call or Deflect (Phone mode with Restful Session
Control) to one of their specified devices.
- While On a call, indicate that another call is waiting. Answering this call places the
first call on Hold.
- Graphically indicate which device (Computer or Phone mode) the call will be
answered on.
• Set Call Forward options.
• Make a video call
- Escalate an existing call to a video call.
- Initiate a video call.
- Mid call control ability to pause, resume, or stop video.
- Incoming video call prompting to accept, decline, or view incoming video.
Lync Integration network
Microsoft Lync 2010 may be deployed within an Enterprise, on premise, or within a Hosted
Office 365 deployment. Microsoft Office Communication System 2007 R2 may be deployed
within an Enterprise or as a hosted Office 365 service. Avaya Microsoft Lync Integration will
inter-operate with Lync 2010 or Communicator 2007 R2 clients deployed on the user's PC.
The following diagram represents Avaya Lync Integration deployed within an Enterprise. For
more information about Lync Integration deployed in a hosted service configuration, see Lync
Integration support for Microsoft Office 365 on page 17.
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Avaya Microsoft Lync Integration overview
Figure 1: Avaya Lync Integration deployed in an Enterprise
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Lync Integration network
Lync Integration support for Microsoft Office 365
Figure 2: Avaya Lync Integration deployed in a Microsoft Office 365 environment
Authentication within an Office 365 deployment for Avaya Aura®
Lync Integration launches once the Lync client is successfully logged in. After verifying that
the published work number of the user matches the Lync Integration extension, authentication
occurs between the Avaya UC engine and the Avaya Communication Manager.
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Avaya Microsoft Lync Integration overview
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Chapter 4: Overview of Lync Integration for
CS 1000 Collaboration Pack with
Avaya Aura®
The Collaboration Pack for Avaya Communication Server 1000 solution is based on the Avaya Aura®
Midsize Enterprise Release 6.2. This solution supports standard deployments of up to 2000 users or
discrete Avaya Aura® Communication Manager and Session Manager servers for deployments with more
than 2000 users.
The Collaboration Pack is used to extend Lync Integration for Avaya Aura® functionality to CS 1000 users.
This solution is suitable for users who want to retain their CS 1000 desk phone and use the Avaya
Collaboration pack to add additional functionality such as point-to-point video support with Lync
Integration. The Collaboration Pack solution does not use the Avaya ACE™ server. Solution features
include support for:
• Computer mode with point to point video
• Other Phone mode
With the Collaboration Pack feature, Avaya Aura® Communication Manager controls calls over the user’s
extension, providing support for Computer mode. Lync Integration registers directly to Avaya Aura®
Communication Manager as an H.323 endpoint and voice and video calls are presented on the user’s
computer.
The following image provides an overview of the Collaboration Pack solution.
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Overview of Lync Integration for CS 1000 Collaboration Pack with Avaya Aura®
Figure 3: Topology for CS 1000 Collaboration Pack
Collaboration Pack features
The Collaboration Pack solution uses the Lync 2010 client for Presence and Instant
Messaging, and leverages Lync Integration for voice and video call functionality.
Collaboration Pack support for Other Phone mode is the same as in a standard Lync Integration
for Avaya Aura® deployment, and is described in detail in Other Phone mode on page 32.
The Collaboration Pack solution also includes the following functionality.
• Support for video calls between peers is integrated into the Lync client
• Support for Computer mode
• Ability to make a Lync Integration voice or video call from:
- Lync contact list
- Microsoft applications, including Outlook, Word, Excel, and PowerPoint
- Internet Explorer
• Ability to escalate and de-escalate from an IM conversation to a video call or from a voice
call to a video call
• Video call options for Auto-answer or manual Accept and Decline
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Collaboration Pack administration
• Support for mid call control operations through the Lync Integration Conversation window.
These mid call control operations include:
- Mute voice
- Pause and play video
- Hold and retrieve voice and video calls
- Enter DTMF digits in an active call
- Multi-call handling such as video call transfer and escalation or de-escalation of a
video conference to an audio conference
• Video interoperability with Avaya Aura®, Radvision Scopia, and Polycom
Important:
Video functionality is supported in Computer mode, but a video call cannot be started when
Other Phone mode is being used to control the user’s CS 1000 desk phone, mobile phone,
or other device.
Collaboration Pack administration
Lync Integration administration with the CS 1000 Collaboration Pack is similar to the
administration described in this document. However, there are some differences such as:
• PSTN trunking is done through CS 1000 and not Avaya Aura®
• The primary work phone number for the user must be published in the Collaboration Pack.
The user’s primary work phone number is the Collaboration Pack phone number and not
the standard CS 1000 desk phone number.
For more information about administering the CS 1000 Collaboration Pack, see Application
Note: Collaboration Pack 1.1 with Avaya Client Applications for Lync Integration.
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Overview of Lync Integration for CS 1000 Collaboration Pack with Avaya Aura®
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Chapter 5: Lync Integration key
components
Lync Integration features the following key components.
Microsoft Lync 2010 client
Microsoft’s Lync 2010 is the unified communication desktop client providing IM and presence
capabilities to the overall solution. Microsoft’s Lync Server delivers IM and presence
aggregation services to the end user.
Avaya Microsoft Lync Integration
This is a client side add-in to Microsoft Lync 2010. It utilizes the Lync Client User interface to
drive Avaya Voice capabilities to the end user. The Lync Integration operates in two modes.
In Computer mode, it utilizes the Avaya Unified Communication (UC) desktop engine to deliver
soft client functionality. In Phone mode, it provides CTI control over the end user's desk
phone.
Microsoft Lync Server
The Microsoft Lync Server provides the end user with IM and Presence aggregation
functionality. The Avaya Microsoft Lync Integration builds on this Lync functionality and its Lync
client user interface to deliver an Avaya voice experience.
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Lync Integration key components
Microsoft Office Communicator
Microsoft Office Communicator is the unified communication desktop client providing IM and
presence capabilities to the overall solution. Microsoft’s Office Communications Server
delivers IM and presence aggregation services to the end user.
Avaya Microsoft Communicator Add-in
This is a client side add-in to Microsoft Office Communicator 2007 R2. It utilizes the Office
Communicator User interface to drive Avaya Voice capabilities to the end user. The
Communicator Add-in operates in two modes. In Computer mode, it utilizes the Avaya Unified
Communication (UC) desktop engine to deliver soft client functionality. In Phone mode, it
provides CTI control over the end user's desk phone.
Microsoft Office Communicator Server 2007 R2
Microsoft's Office Communicator Server (OCS) 2007 R2 provides the end user with IM and
Presence aggregation functionality. The Avaya Microsoft Communicator Add-in builds on this
OCS functionality and its Communicator client user interface to deliver an Avaya voice
experience.
Service providers
The following service provider is supported with Avaya Aura® based Lync deployments:
• Avaya Aura® Communication Manager (Computer and Phone mode)
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Supported desk phones (hardware)
Supported desk phones (hardware)
Avaya phone series 46xx, 24xx, 64xx, and 96xx (except 9610) are supported with Avaya
Aura® based Lync deployments.
All 16xx phones configured as 46xx phones on the Communication Manager server are also
supported. All phones not listed here are not supported in the Desk Phone mode. For more
information about aliasing one telephone model as another, see Using an Alias in
Administering Avaya Aura® Communication Manager (03-300509).
Approved headsets
To obtain a list of approved headsets, perform the following steps.
1. Open a web browser and go to the DevConnect web site at http://www.avaya.com/
devconnect.
2. In the navigation list on the left, select Tested Solutions.
3. Select the Solution tab.
4. Under Solution Platform, click the one-X Communicator check box.
5. Click Search.
A list of approved headsets is displayed.
Camera
Recommended USB cameras are listed below.
Note:
Where possible, follow Microsoft Windows Operating System Recommended Hardware
requirements based on the Operating System version information.
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Lync Integration key components
Table 1: Driver versions with HD cameras
HD Camera
Driver version
Creative Live! Cam Socialize HD
1.2.1.0
Microsoft Lifecam Cinema
3.20.240.0
Logitech® Webcam C905
13.0.1788.0
Table 2: Driver versions with non HD cameras
Non HD Camera
Driver version
Logitech® Webcam Pro 5000
12.0.1278.0
Logitech® Quick Cam Messenger
12.0.1278.0
Creative Live! Cam Notebook Pro
1.2.6.627
Logitech® Webcam Pro 9000
13.0.1783.0
Client workstation
The machine where Lync Integration is installed must meet the following requirements:
Table 3: Hardware requirements
Processor
1.8 GHz
Memory
1 GB (Windows XP)
2 GB (Windows 7)
Disk space
100 MB
Audio device
An audio device must be available on the computer to use Lync
Integration in Computer mode.
Connectivity
Download bandwidth: 80 kbps
Upload bandwidth: 80 kbps
Video
For deployments with video enabled, the following hardware
requirements must be met:
• Intel Dual Core or higher processor
• 100 MB video RAM
• minimum 2 GB memory
• digital video camera (up to 720p is supported)
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Client workstation
Table 4: Software requirements
Operating system
Microsoft Windows XP Service Pack 3, or higher
Microsoft Windows 7
Microsoft .Net
For Lync, release 4.0 or higher. For Office Communicator,
release 3.5, 4.0, or higher.
Microsoft Lync 2010 or
Microsoft Communicator
Microsoft Lync 2010 version 4.0.7577.4103 or higher
Microsoft Office Communicator 2007 R2, version 3.5.6907.253
or higher
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Lync Integration key components
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Chapter 6: Lync Integration services
Avaya Lync Integration is client side. Avaya Lync Integration is an add-in application that extends Microsoft
Office Lync 2010 functionality using Lync supported APIs. Lync Integration extends Lync 2010 by
providing two telephony modes: Phone mode and Computer mode.
Integrating Lync Integration with Microsoft Lync 2010 enables telephony services in Lync 2010. Lync
Integration customizes and configures Lync 2010 as part of its installation.
Note:
If you are using Lync 2010 over a Microsoft Remote Desktop session, it is recommended that you use
Remote Desktop client version 6.1.7600.16385 or higher. Remote Desktop client software is available
from the Microsoft web site. You should download the latest available version of the client as well as
any available updates.
This chapter contains the following sections:
• Telephony services with Lync Integration on page 29
• Telephony presence with Lync Integration on page 35
• Video telephony services with Lync Integration on page 36
Telephony services with Lync Integration
Lync Integration controls a single line, based on the user’s primary line. If the user’s desk phone
supports multiple lines, non-primary lines will not be represented by Lync Integration.
The following table lists supported functionality.
Note:
The following features are not supported for Lync Integration with Avaya Aura®:
• Call History
• Single Step Transfer (Blind Transfer)
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Lync Integration services
Table 5: Telephony feature descriptions
Capability
Description
Make Call
Users can make a call on their phone by clicking on a contact in
their contact list or entering a number in the Lync 2010 dialog
box.
Release Call
Users can Release a phone call by clicking on the End Call icon
in Lync Integration Conversation Bar.
Answer Call
Users can accept an incoming call that is presented to them via
a popup window.
Decline Call
Users can decline a phone call by clicking the Decline Call icon
in the Lync Integration Incoming Call Notification dialog box. On
the PBX line, the call is treated as an unanswered call.
Note:
In Phone mode, the desk phone continues ringing after the
called party clicks the Decline Call icon. To stop the phone
from ringing, the calling party must end the call or the called
party must manually hang up the desk phone.
Caller ID
Users receive Calling Party Name or Caller line ID in a popup
window.
Forward Line
Users can activate Call Forward on their PBX line for incoming
calls by selecting the Call Forward icon from the Lync Integration
Lync 2010 Bar.
Call Hold and Retrieve
User can place call on hold using the hold button within the Lync
Integration Conversation Bar. The call may be retrieved by
clicking somewhere within the text line when the call is in a held
state.
Generate Digits (DTMF) Users can initiate sending of DTMF digits through the PBX
system by selecting the dial pad icon on the Add-in Conversation
Bar.
Consult Call
When on an active call, the user can:
• answer a call
• instigate a second call by clicking on a contact in their contact
list or entering a number in the Lync 2010 dialog box
When an additional call is answered or initiated, the previously
active call is placed on hold.
Multiple consult calls can be created.
Consult Transfer
30
When one or more consult calls are established, users are able
to select, from a list of held calls, the call they wish to transfer
their active call to.
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Telephony services with Lync Integration
Capability
Description
Consult Conference
When one or more consult calls are established, users are able
to select, from a list of held calls, the call they wish to merge into
a Conference call.
Call Waiting
When on an active call, a toast pop up is presented indicating
that an alternative call is waiting. If the user decides to answer
this call, then current active call is placed on hold. The new call
now becomes the active call.
Receiver Mute
Users can select to mute or un-mute the PC speaker(s) or
headset receiver. This feature is only applicable in Computer
mode.
Receiver Volume
Control
Users can select to adjust the volume of the PC speaker(s) or
headset receiver. This feature is only applicable in Computer
mode.
Audio Devices Mute
Users can select to mute or un-mute the PC speaker(s) or
headset microphone. This feature is only applicable in Computer
mode.
Codecs supported
G.711A
G.711MU
G.722-64K
G.722.1-24K
G.722.1-32K
G.729
Make Video Call
Users can make a video call by clicking on a contact in their
contact list and selecting Make Video Call.
Lync Integration desktop life cycle
Once installed, Lync Integration is launched as an end-user service when the user signs into
Windows. The service waits in an idle state for the Lync 2010 client to launch, and for the user’s
Lync client to successfully sign in to the Lync server. At this point, Lync Integration will attempt
to bind to its service provider. This takes between 5 seconds and 2 minutes, depending on
network latency and workstation capacity. When the user signs out of the Lync client, Lync
Integration will unbind from the active service provider and transition to the idle state.
Lync Integration can be launched from the Lync client's Tools menu by selecting Avaya
Microsoft Lync Integration. If the menu option is not available, exit the Lync client and then
relaunch.
The Lync Add-in may be restarted after the computer returns from sleep or after an intermittent
network outage. When the Lync Add-in is restarted, the Add-in's conversation bar is attached
to each conversation window. This makes the conversation window appear active even though
nothing has changed in the window.
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Lync Integration services
Lync Integration operational modes
Avaya Lync Integration supports the following operational modes:
• Phone
• Computer
• Other Phone
Select the mode from the Lync Integration bar. In order to select the Devices mode, you must
specify a telephone number in the Lync Integration Settings > Devices window. You can
specify multiple devices, but only one device can be selected as your active device.
Computer mode
Computer mode allows the Lync or Communicator client to use the computer as a phone. Lync
Integration uses Avaya UC Desktop Engine capabilities to use the media capabilities of the
computer.
Phone mode
Phone mode allows Lync Integration to control the user's desk phone and is implemented using
the following method:
• Phone mode using Shared Control: Shared Control allows Lync Integration to control the
desk phone. The Lync Integration uses Avaya UC Desktop Engine capabilities to remotely
control media anchored on the phone.
Other Phone mode
Use Other Phone mode when you are away from the office and would like to use Avaya Lync
Integration to make and receive calls in conjunction with another device such as your mobile,
home, or hotel phone, or with a device at another office location. This mode enables you to
use the full feature set of your company's telephone system from a location other than your
office. You place and handle calls via the Lync Integration interface, and use a separate
telephone line at your remote location to speak and listen. Unlike Computer mode, this mode
is configured for toll-quality audio and optimizes audio through the other phone. To use this
mode, you must have a separate telephone line available at your remote location.
It is not possible to answer the call from an incoming call notification. Instead, you must answer
the call on the device directly.
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Telephony services with Lync Integration
Lync Integration telephony service limitations
Note:
• While Microsoft states that the Microsoft Communicator can connect and properly
function with Microsoft Lync Server, this configuration was not tested.
• Avaya Lync Integration does not integrate with Microsoft Communicator.
• Avaya Communicator Add-in does not integrate with Microsoft Lync 2010.
Lync Integration telephone service has the following limitations.
Audio controls
• When a conversation is initiated, if the audio device setting is already at the lowest setting,
Lync Integration does not present the conversation as muted.
• Audio Device settings may appear unsynchronized with the PC settings.
• Audio Settings cannot be adjusted from the Settings panel when a call is in progress.
• Lync Integration does not support call control using the headset directly. Call control must
be invoked on the phone set, or using the Lync Integration application.
Lync server restarts
Avaya Lync Integration does not function during a Lync server outage. Within Phone mode,
mid-call control may return when Lync becomes available. Users retain the ability to use their
desk phone to make calls until full functionality is restored.
If a user is on a Computer mode call when the Lync server becomes unavailable, the call will
be maintained, but mid-call control may be lost. The ability to end the call is maintained by a
popup window. If the Lync client is able to reconnect to the Lync server prior to the call being
completed, Lync Integration will begin providing service once the existing call is completed.
Lync client machine restarts
Active Computer mode calls are not terminated when a machine running the Lync 2010 client
is restarted. The remote party can either wait for the call to reconnect or terminate the call. If
the telephony infrastructure detects that the endpoint is no longer sending media, the call may
be terminated.
Call Forwarding
An incoming call originated by the user, which is eventually routed back to the originator, is
not presented to the user. For example, a user sets call forwarding from device B to device A.
The user then uses device A to call device B. Device A receives a ringback, but the user cannot
accept the call. The call may route to No Answer treatment.
Consult Transfer and Consult Conference
• Transferring into a conference is not supported.
• Presentation of only one conference is supported.
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Lync Integration services
• It is not possible to add a call that is in the ringing state into a conference call. The call
must be in the established state.
• Conference participants that are not Lync Integration users are removed from the
conference leader’s window if the conference leader sends an IM.
• The conversation window of a conference participant does not show the other conference
participants.
• Consult Conference behavior is not guaranteed if the conference is initiated or
manipulated via the phone or hard client.
DTMF in Computer Mode
When entering DTMF digits into a conversation, the DTMF tone played back on the speaker
may be picked up by the microphone. In this case, the digit sequence may be corrupted. There
are two workarounds:
• Use a headset when inserting DTMF digits into a conversation.
• Mute the microphone while DTMF digits are being inserted.
Multiple Avaya Unified Communication clients
Multiple Avaya UC Clients, with the exception of Avaya IP softphone, may be deployed on a
user workstation, but only a single UC client can be used for telephony services at any time.
Having multiple Avaya soft phone clients (such as Avaya one-X Communicator and Avaya
Flare) logged in simultaneously on the same work station is not supported.
Multiple Lync Integration sessions
Microsoft Lync supports multiple client sessions for each user. However, Avaya Lync
Integration does not. For each user, only a single Lync Integration session can be running.
Lync Integration cannot be deployed on a shared computer. To avoid contention for telephony
resources, only a single session of Lync Integration can run on a workstation at any time.
Chained call forwarding
When user A forwards a call to user B, and user forwards the call to user C, only the first forward
instruction is acted upon. The incoming call to user A rings on user B's line, but the call does
not ring on user C's line as expected.
Multiple published work phone numbers
Avaya Lync Integration cannot support multiple published work phone numbers. The published
work phone number must match the number defined in Active Directory.
This limitation does not apply to the Avaya Office Communicator Add-in.
Common phone numbers for multiple users
Multiple Lync Integration users should not publish the same Home, Mobile, or Other phone
number in the Lync client. If multiple users have a common phone number, such as a reception
or hunt group phone number, the users must create a new contact for the common phone
number.
Multiple calls to the same contact
Only one Conversation window can be active against a Lync contact at a time. If a user needs
to make a second call to the same contact while already on another active call with that contact,
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Telephony presence with Lync Integration
the user must make the call by entering the contact's alternative phone number in the Lync
Search bar or by creating a separate contact for the phone number.
Unique work phone numbers for all users
All Lync Integration users must publish unique phone numbers in the Microsoft Address Book.
Multiple users cannot publish the same work phone number in their Lync clients.
Conference calls with the People Options button
In a Lync or Communicator Conversation window, users cannot use the People Options
button to escalate a call or an instant messaging conversation to a conference call. The People
Options button can only be used to add people to an instant messaging conversation.
Telephony service limitations specific to Avaya Aura®
Avaya Bridge Call Appearance Integration with Lync Integration
The Lync Integration application is not supported on lines with the Bridged Call Appearance
feature on Avaya Communication Manager.
Hold and Retrieve operations when Lync Integration is set to Other Phone mode
If Lync Integration is set to Other Phone mode and the other device is another Communication
Manager extension, invoking the Hold and Retreive operations on the desk phone results in
the call being unmanageable. This is not an issue if the Hold and Retrieve operations are
invoked on the Lync client directly or if the other device is a non Communication Manager
device, such as a home or mobile phone number.
Telephony presence with Lync Integration
The Lync Integration telephony presence implementation enables the Busy – In A Call status
for a Lync 2010 user. Other Lync 2010 users see the appropriate presence status depending
on their relative level of access. Lync Integration publishes the Busy – In A Call status when
the user initiates a call, or when the user answers an incoming call. If the user has a call on
hold, then Busy – In a Call is still published. If the user is part of multiple calls, Busy – In A
Call is published until Lync Integration detects that the user is not part of any call. The Busy
– In a Call presence is an application state that should not be selected manually. If the user
is not in a call and manually changes the presence state to Busy – In a Call, Lync Integration
automatically changes the presence state back to Available.
The Custom Presence definition file is provided as a configuration item within the Lync
Integration installation package. When custom presence is enabled on Lync 2010, the
presence option Busy – In A Call is available in the list of presence options.
Do Not Disturb
While the Lync 2010 user presence status is Do Not Disturb, incoming call notifications are
not displayed on the user's computer. If the user’s phone line is supported by Avaya Aura®
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Lync Integration services
Communication Manager using Shared Control or Computer mode, the incoming call will be
treated with the Ignore command automatically. In Phone mode, the telephony device will
continue to ring, and can be answered.
Lync Integration presence service limitations
When in Phone mode, even if the presence status is Do Not Disturb, the phone will ring.
Video telephony services with Lync Integration
Lync Integration deployed with the Avaya Aura® communication system can support video
telephony services.
Note:
Video telephony services are not supported with the Communicator Add-in.
The following table lists the functionality supported for Avaya Lync Integration.
Table 6: Video telephony feature descriptions
Capability
Description
Make Video Call
Users can make a video call by clicking on a contact in their
contact list and selecting Make Video Call.
Escalate to video call
Users can escalate a current call to a video call by clicking on the
video icon in the Conversation Bar.
Pause and Resume
video
Users can pause and resume video using the Video window
menu.
Stop video
Users can stop video using the Video window menu. Stopping
video does not end the call.
Codecs supported
• H.263
• H.264
• H.263-1998
Video telephony service limitations
The following limitations apply to video calls.
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Video telephony services with Lync Integration
Transferring video calls
Active video calls with a Radvision endpoint using Lync Integration cannot be transferred to
any other Radvision endpoints.
Video calls with Radvision endpoints and Polycom HDX H.323 endpoints
On a video call with Radvision endpoints registered to IView Gatekeeper or with Polycom HDX
H.323 endpoints registered to Polycom CMA:
• Video cannot be restarted once stopped.
• Sending DTMF digits causes video to drop. Audio is unaffected.
No video support for Polycom HDX SIP endpoints
Video calls with Polycom HDX SIP-only endpoints are not currently supported.
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Lync Integration services
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Chapter 7: Dialing rules fundamentals
By default, Lync Integration uses the configured dial plan information specified in the Configurator or
defined within the Lync Integration Settings panel. These dial plan settings normalize phone numbers
and match presented phone numbers with Lync contacts. Dialing between users must be either extension
dialing or E.164 dialing. In this document, this is referred to as a simple dial plan.
Simple dial plans are not always specific enough to handle all types of phone numbers. For these
scenarios, an advanced dial plan must be configured. With an advanced dial plan, it is possible to
manipulate incoming and outgoing phone numbers by creating a dialingRules.xml file.
• Supported phone number formats on page 39
• Simple dial plan on page 41
• Advanced dial plan on page 43
Supported phone number formats
Lync Integration normalizes phone numbers, as presented when a call is ringing, into a format
that matches Lync contacts. Lync Integration also takes the phone numbers of Lync contacts
and makes them dialable for the call server. Simple and advanced dialing rules must be
configured for Lync Integration to perform these normalizations and dialable
transformations.
Phone numbers published in the Lync client can be entered in one of the following formats as
long as the appropriate dial plan is in place to support it:
• E.164 DID
• Extension
• E.164 non-DID
The following table provides an example and a description for each of the number formats
listed above.
Table 7: Supported phone number formats
Format
E.164 DID
Example
+17776671234
Description
A number in the E.164 format with no extension at the
end.
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Dialing rules fundamentals
Format
Example
Description
Extension
1234
An extension number. These types of numbers are not
preceded by a +. Phone numbers entered in this format are
not fully qualified and require dialing rules.
E.164 nonDID
+17776670000
x1234
A number in the E.164 format with an extension at the end.
The first part of the number describes the switchboard or
reception from which you can request the extension
number.
Even though advanced dial plan transformations could theoretically allow for any mixture of
number formats in Lync contacts, in practice a limited number of transformations will be put in
place to normalize all numbers into the same format within an enterprise. This means that all
Lync contact numbers within an enterprise should be presented in the same format so that a
search and match can be performed.
Important:
The three supported number formats for Lync Integration are not all immediately supported
by the Microsoft Lync Address Book. The Microsoft Lync server needs to be configured to
understand the allowable number formats when obtaining numbers from the Active Directory
and inserting them in the Lync Address Book. See documentation on the Microsoft web site
for more information about the Company_Phone_Number_Normalization_Rules.txt
file and the Lync Server Resource Kit Tools – ABSConfig Tool.
Phone numbers for contacts outside the enterprise are always presented in E.164 DID format
so that the default simple dial plan will normalize and correctly match those numbers with the
Lync contacts.
Supported phone number format limitations
Supported phone number formats in Lync Integration have the following limitations.
• Microsoft Lync supports E.164 DID phone numbers, extensions, and E.164 non-DID
phone numbers. However, the display of E.164 non-DID phone numbers is incorrect if
the phone number is not a North American phone number starting with +1. When
deploying systems outside North America, use the extension phone number format or the
E.164 DID format.
• Microsoft Office Communicator R2 only supports E.164 DID and extension phone number
formats. The Communicator client does not support the E.164 non-DID phone number
format.
Recommendations
Do not leave users to publish their own phone numbers in the Lync or Communicator clients.
Instead, enter the work phone number for all users in the enterprise in Active Directory. This
allows for consistent phone number formatting throughout the enterprise.
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Simple dial plan
Simple dial plan
You must configure a dial plan to enable the telephony features of Avaya Lync Integration. You
can configure a default dial plan in the Configurator when building the Lync Integration install
package. Users can also modify the dial plan in the Lync Integration Settings window by
selecting the Dialing Rules tab.
Simple dial plan examples
North American dial plan example
E.164 Number +1 613 77[67] xxxx
Number to dial to access an outside line
9
Your country code
1
Your area/city code
613
PBX Main Prefix
777
Number to dial for long distance calls
1
Number to dial for international calls
011
Extension length for internal extensions calls
4
Length of national phone numbers (including
area/city code)
10
Include area/city code when making a local call
check
Results using a simple dial plan: North America
Dialed number is
Extension
Dialing number as
Entered number
Dialed number
E.164
+16133568293
8293
International
01116133568293
901116133568293
National
6133568293
8293
Local
3568293
8293
Extension
8293
8293
Short code
500
500
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Dialing rules fundamentals
Dialed number is
Local
National
International
Dialing number as
Entered number
Dialed number
E.164
+16139078177
96139078177
(Include area code)
or 99078177
International
01116139078177
901116139078177
National
6139078177
96139078177
(Include area code)
or 99078177
Local
9078177
99078177
E.164
+19088485596
919088485596
International
01119088485596
901119088485596
National
19088485596
919088485596
Short code
911
911
E.164
+441628515068
9011441628515068
International
011441628515068
9011441628515068
United Kingdom dial plan example
E.164 Number +44 1628 5xxxxx
Number to dial to access an outside line
9
Your country code
44
Your area/city code
01628
PBX Main Prefix
5
Number to dial for long distance calls
0
Number to dial for international calls
00
Extension length for internal extensions calls
5
Length of national phone numbers (including
area/city code)
10, 11
Include area/city code when making a local call
uncheck
Results using a simple dial plan: United Kingdom
Dialed number is
Extension
42
Dialing number as
Entered number
Dialed number
E.164
+441628515068
15068
International
00441628515068
900441628515068
National
01628515068
15068
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Advanced dial plan
Dialed number is
Local
National
International
Dialing number as
Entered number
Dialed number
Local
515068
15068
Extension
15068
15068
Short code
4190
4190
E.164
+441628777700
901628777700
(Include area code)
or 9777700
International
00441628777700
900441628777700
National
01628777700
901628777700
(Include area code)
or 9777700
Local
777700
9777700
E.164
+441483308721
901483308721
International
00441483308721
900441483308721
National
01483308721
901483308721
Special number
08001111
908001111
Short code
999
999
E.164
+16133568293
90016133568293
International
0016133568293
90016133568293
Advanced dial plan
Simple dialing rules may not be specific enough to handle all situations. Advanced dialing rules
may be needed to:
• Interpret any numbers dialed and convert them into a form that can be used by the
PBX.
• Match call progress updates with the display of the call in progress.
• Take incoming numbers and normalize them into the correct form to find the associated
Lync contact.
• Match the normalized numbers to contacts from the user’s Outlook or Active Directory
contact list.
Simple dialing rules alone may not be enough to perform these operations. See the following
examples.
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Dialing rules fundamentals
Operation
Extensions cannot be defined as a number of digits at the end of full E.164
numbers.
Example
E.164: +441628433000 - +441628434999 > Extension: 3000 - 4999
Operation
There is not a direct relation between extensions and their E.164
representations.
Example
E.164: +441628515000 - +441628515999 > Extension: 55000 - 55999
Operation
The PBX serves a number of locations with different country and area/city
codes.
Example
Extension: 3000 > E.164: +441628433000
Extension: 4000 > E.164: +35391734000
Operation
A company uses private network dialing between sites.
Example
Local Extension: 3000 > E.164: +441628433000
Remote Extension: 3563000 > E.164: +35391733000
Operation
The PBX presents other special numbers to the phones that are not directly
convertible into E.164 form.
Operation
The PBX presents a number that should not be turned into an E.164 number
when looking for a Lync contact because the contact's phone number is
expected to contain an extension number.
Example
Extension: 3000 > Extension: 3000.
This is an example of an advanced rule that matches an extension and
leaves the number unchanged so that the simple dial plan does not get a
chance to normalize the extension to an E.164 number.
When the simple dialing rules are not sufficient, it is possible to manipulate incoming and
outgoing phone numbers by creating a dialingRules.xml file. This file defines patterns used
to match incoming or outgoing numbers which are then manipulated by inserting and removing
digits.
Dialing plans may differ per site or region and must be managed appropriately.
When crafting the advanced dialing rules, you must consider all of the possible number forms
that are to be sent and received. See Simple dial plan examples on page 41 for examples of
dialable translations, and the advanced dial plan examples below for the normalized
translations.
Important:
Advanced dialing rules must be tested before they are deployed. Lync Integration will not
generate error messages if the dialingRules.xml file contains incorrect dialing rules.
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Advanced dial plan
Advanced dial plan examples
North American dial plan example
E.164 Number + 1 613 77[67] xxxx
Number to dial to access an outside line
9
Your country code
1
Your area/city code
613
PBX Main Prefix
777
Number to dial for long distance calls
1
Number to dial for international calls
011
Extension length for internal extensions calls
4
Length of national phone numbers (including
area/city code)
10
Include area/city code when making a local call
check
Example of outside line digit not removed in number received to displayed
number: North America
Received number is
Received number
as
Number received
Number displayed
Extension
Extension
8293
+16133568293
Short code
Short code
500
500
Local
National
96139078177
+16139078177
Local
99078177
+16139078177
National
National
919088485596
+19088485596
Short code
Short code
9911
911
International
International
011441628515068
+441628515068
United Kingdom dial plan example
E.164 Number + 44 1628 5xxxxx
Number to dial to access an outside line
9
Your country code
44
Your area/city code
01628
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Dialing rules fundamentals
PBX Main Prefix
5
Number to dial for long distance calls
0
Number to dial for international calls
00
Extension length for internal extensions calls
5
Length of national phone numbers (including
area/city code)
10, 11
Include area/city code when making a local call
uncheck
Example of outside line digit not removed in number received to displayed
number: United Kingdom
Received number is
Received number
as
Number received
Number displayed
Extension
Extension
55068
+441628515068
Short code
Short code
4190
4190
Local
National
901628777700
+441628777700
Local
9777700
+441628777700
National
National
901483308721
+441483308721
Special number
Special number
908001111
08001111
Short code
Short code
9999
999
International
International
90016133568293
+16133568293
The dialingRules.xml file
The dialingRules.xml file contains the advanced dialing rules. This file is read by the Lync
Integration at start up. The following conditions apply to an advanced dial plan using a
dialingRules.xml file.
• Rules defined in the dialingRules.xml file have to match and complete any digit
manipulation on their own. If a number is matched and transformed by a
dialingRules.xml pattern then no further change will be made by the simple dialing
rules.
• The order of the rules in the dialingRules.xml file is important as these are checked in
order and only the first match takes effect.
• If no dialingRules.xml patterns are matched then the simple dialing rules are
applied.
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Advanced dial plan
Dialing rules contained in the dialingRules.xml file are applied only when using Lync
Integration. They are not applied when using the desk phone. As a result, telephone numbers
may be presented differently in Lync Integration and the desk phone.
You can create a dialingRules.xml file using the Avaya one-X® Communicator Centralized
Administration Tool (CAT) or by using a text editor.
Deploy the dialingRules.xml using the Configurator. When you are performing the
procedure to build the install package using the Configurator, you can specify the
dialingRules.xml file to be included.
You can make changes to the dialingRules.xml file without reinstalling the Lync Integration
software. Modify the dialingRules.xml using the CAT and deploy the new file using the
updateRules.wsf tool. Changes to this file will take effect at the next Lync 2010 sign in.
Note:
If the new dial plan rules are not applied after a Lync 2010 client restart, reboot the
workstation to ensure that the Lync Integration process has been restarted.
dialingRules.xml file example
Pattern
Type
Prefix
Delete
Length
Min
Length
Max
Length
\+441628515[0-4]
Dialable
5
9
13
13
4190
Normalize
+441483309700
4
4
4
^55[0-4]
Normalize
+44162851
1
5
5
^5[89]
Normalize
+44148330
1
5
5
Below is a sample dialingRules.xml file based on the above table.
Note:
The DialingRulesPatternList string that begins on the second line is a single string on
one line. Do not introduce carriage return characters into the string. If you cut and paste
from this document, the string will contain carriage returns. Ensure that you remove any
carriage returns that are introduced.
The DialingRulesPatternList string is composed of four segments separated by spaces.
The line below indicates the location of the spaces.
<DialingRulesPatternList<space>xmlns:xsi="http://www.w3.org/2001/
XMLSchema-instance"<space>xmlns:xsd="http://www.w3.org/2001/
XMLSchema"<space>xmlns="http://xml.avaya.com/endpointAPI">
<?xml version="1.0" encoding="utf-8"?>
<DialingRulesPatternList xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="http://xml.avaya.com/
endpointAPI">
<!-- Turn extensions dialed as E.164 numbers into extensions -->
<DialingRulesPattern>
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Dialing rules fundamentals
<type>0</type>
<pattern>\+441628515[0-4]</pattern>
<subString>5</subString>
<minLength>13</minLength>
<maxLength>13</maxLength>
<deleteLength>9</deleteLength>
</DialingRulesPattern>
<!-- Displayed number when calling voicemail, display as voicemail E.164 number -->
<DialingRulesPattern>
<type>1</type>
<pattern>4190</pattern>
<subString>+441483309700</subString>
<minLength>4</minLength>
<maxLength>4</maxLength>
<deleteLength>4</deleteLength>
</DialingRulesPattern>
<!-- Displayed number is local extension, display as E.164 number -->
<DialingRulesPattern>
<type>1</type>
<pattern>^55[0-4]</pattern>
<subString>+44162851</subString>
<minLength>5</minLength>
<maxLength>5</maxLength>
<deleteLength>1</deleteLength>
</DialingRulesPattern>
<!-- Displayed number is extension from another site, display as E.164 number -->
<DialingRulesPattern>
<type>1</type>
<pattern>^5[89]</pattern>
<subString>+44148330</subString>
<minLength>5</minLength>
<maxLength>5</maxLength>
<deleteLength>1</deleteLength>
</DialingRulesPattern>
<DialingRulesPattern>
<type>1</type>
<pattern>^9[1-9]</pattern>
<subString>+441628</subString>
<minLength>7</minLength>
<maxLength>7</maxLength>
<deleteLength>1</deleteLength>
</DialingRulesPattern>
<DialingRulesPattern>
<type>1</type>
<pattern>^90[1-9]</pattern>
<subString>+44</subString>
<minLength>11</minLength>
<maxLength>12</maxLength>
<deleteLength>2</deleteLength>
</DialingRulesPattern>
<DialingRulesPattern>
<type>1</type>
<pattern>^900[1-9]</pattern>
<subString>+</subString>
<minLength>7</minLength>
<maxLength>32</maxLength>
<deleteLength>3</deleteLength>
</DialingRulesPattern>
</DialingRulesPatternList>
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Advanced dial plan
Additional dialing rule scenarios
Incoming calls from 6133568 prefix cannot be normalized to match the E.164
numbers.
Incoming rule: Insert the +1 to properly normalize the incoming dialed number.
Example:
<DialingRulesPattern>
<type>1</type>
<pattern>^6133568</pattern>
<subString>+1</subString>
<minLength>10</minLength>
<maxLength>10</maxLength>
<deleteLength>0</deleteLength>
</DialingRulesPattern>
Outgoing calls to the 1613967 require the leading 1 to be passed to Communication
Manager because 613967 is a toll call, but other calls to 1613 are not toll calls.
E.164 number: +1613967XXXX
Outgoing rule: Detect pattern and pass number.
Example:
<DialingRulesPattern>
<type>0</type>
<pattern>1613967</pattern>
<subString></subString>
<minLength>10</minLength>
<maxLength>12</maxLength>
<deleteLength>0</deleteLength>
</DialingRulesPattern>
Incoming call from extension 4190 to be presented as +35391733380
Incoming rule: Detect pattern and replace with +35391733380.
Example:
<!-- Short code expansion -->
<DialingRulesPattern>
<type>1</type>
<pattern>4190</pattern>
<subString>+35391733380</subString>
<minLength>4</minLength>
<maxLength>4</maxLength>
<deleteLength>4</deleteLength>
</DialingRulesPattern>
These rules apply when the internal extension is not a subset of the published E.164
number.
Outgoing rule: Change published E.164 prefixes of 16137778xxx to extension 9xxx.
Example:
<DialingRulesPattern>
<type>0</type>
<pattern>16137778</pattern>
<subString>9</subString>
<minLength>10</minLength>
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Dialing rules fundamentals
These rules apply when the internal extension is not a subset of the published E.164
number.
<maxLength>12</maxLength>
<deleteLength>9</deleteLength>
</DialingRulesPattern>
Outgoing rule: Variation on change published E.164 prefixes of 16137778xxx to extension
9xxx.
Example:
<DialingRulesPattern>
<type>0</type>
<pattern>16137778</pattern>
<subString>9</subString>
<minLength>10</minLength>
<maxLength>12</maxLength>
<deleteLength>8</deleteLength>
</DialingRulesPattern>
Outgoing rule: Incoming notification, with a 4 digit extension starting with 99xx, will be
converted to 161377789xx.
Example:
<DialingRulesPattern>
<type>1</type>
<pattern>99</pattern>
<subString>+16137778</subString>
<minLength>4</minLength>
<maxLength>4</maxLength>
<deleteLength>1</deleteLength>
</DialingRulesPattern>
Advanced dialing rules when an enterprise is using extensions for Lync enterprise
contact phone numbers
If using extensions for enterprise contacts' phone numbers, then the simple and advanced
dialing rules should aim to normalize all enterprise numbers into extensions when possible.
All numbers outside the enterprise should resolve to E.164 numbers. The dialable rules
should similarly turn all enterprise numbers into extensions and all non-enterprise numbers
into numbers that can be dialed with the appropriate prefixes. The simple dialling rules will
try to normalize all numbers into E.164 numbers so advanced rules are needed to convert
enterprise numbers into extensions.
Example:
The following normalization rule keeps 4 digits extensions starting with 5 unchanged rather
than converting them to E.164 numbers (normalize: 5xxx -> 5xxx)
<?xml version="1.0" encoding="utf-8" ?>
<DialingRulesPatterList xmlns:xsi="http://www.w3.org/2001/XMLSchemainstance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="http://
xml.avaya.com/endpointAPI">
<DialingRulesPattern>
<type>1</type>
<pattern>^5</pattern>
<subString />
<minLength>4</minLength>
<maxLength>4</maxLength>
<deleteLength>0</deleteLength>
</DialingRulesPattern>
</DialingRulesPatternList>
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Advanced dial plan
Advanced dialing rules when an enterprise is using non-DID extensions for Lync
enterprise contact phone numbers
Example:
+441628515000 x5001
If using non-DID E.164 numbers with extensions for enterprise contacts then the simple and
advanced dialling rules should aim to normalize all enterprise numbers into extensions when
possible except for the common reception or IVR E.164 number. All numbers outside the
enterprise should resolve to E.164 numbers. The dialable rules should similarly turn all
enterprise numbers into extensions and all non-enterprise numbers into numbers that can
be dialed with the appropriate prefixes. The simple dialing rules will try and normalise all
numbers into E.164 numbers so advanced rules are needed to convert enterprise numbers
into extensions.
If non-DID E.164 numbers with extensions are used in an enterprise then all Lync users
must have their work numbers set in this format.
Example:
This normalization rule converts the reception number into an E.164 format, but keeps the
extension number unchanged. The following example shows the normalization rule for an
E-164 number, with a 4 digit extension starting with 5 at the end (normalize: 5xxx -> 5xxx)
<?xml version="1.0" encoding="utf-8" ?>
<DialingRulesPatternList xmlns:xsi="http://www.w3.org/2001/XMLSchemainstance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="http://
xml.avaya.com/endpointAPI">
<DialingRulesPattern>
<type>1</type>
<pattern>^5</pattern>
<subString />
<minLength>4</minLength>
<maxLength>4</maxLength>
<deleteLength>0</deleteLength>
</DialingRulesPattern>
</DialingRulesPatternList>
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Dialing rules fundamentals
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Chapter 8: Work flow for deploying Lync
Integration
This section illustrates the high level work flow required to deploy Avaya Lync Integration and lists the
requirements for the network components.
In this document, the term Lync Integration will be used to refer to both Lync Integration and Communicator
Add-in unless specific Communicator Add-in features are being highlighted. Unless specified, the
Communicator Add-in installation steps are identical to that of Lync Integration.
Lync Integration deployment notes
The following limitations apply to deployment of Lync Integration.
• The Avaya Lync Integration builds on Lync’s IM and Presence capabilities. This requires the Lync
2010 Standard CAL . Upon deployment of Lync Integration, the Microsoft Lync 2010 UC (Voice and
Video) capabilities are disabled.
• Lync Integration cannot be installed in conjunction with any other Lync Extension.
• Lync Integration supports a single extension per end user.
• Lync Integration does not support SIP endpoints
• Lync Integration may not integrate with other 3rd party add-ins to the Microsoft Lync software. If Lync
Integration fails to load after the installation of a 3rd party add-in, you must reinstall Lync
integration.
• If Lync Integration and one-X Communicator are installed on the same machine, the one-X
Communicator must be installed with the following functions set to Disabled:
- ENABLECLICKTODIALIE
- ENABLECLICKTODIALFF
- ENABLEOUTLOOKADDIN
See the Silent Installation section in Overview and Planning for Avaya one-X® Communicator.
Deploying Lync Integration work flow
The work flow shows the tasks you perform to deploy Lync Integration.
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Work flow for deploying Lync Integration
Navigation
• Configure firewall ports for network connectivity: see Port configuration on page 55
• Install and configure service provider: see the requirements listed in Service provider
configuration on page 57
• Configure a dial plan on page 61
• Deploy Lync Integration on the desktop on page 69
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Chapter 9: Port configuration
Firewall rule configuration is required for the solution deployment to work. This may require advance
planning in order to comply with customer site IT governance and policy enforcement.
Port configuration is required for the following network elements:
• Client PC: The Windows firewall is automatically traversed by Lync Integration. However, for Computer
mode, a firewall rule may be required to traverse proprietary firewalls.
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Port configuration
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Chapter 10: Service provider configuration
Your service provider must be installed and functional. The service provider requirements are described
in the following section:
• Avaya Aura requirements on page 57
Avaya Aura® requirements
• Avaya Lync Integration requires the following Communication Manager configuration
settings. These settings allow Avaya IP soft phones to register with Communication
Manager every minute, allowing reasonable switch mode behavior between Lync
Integration Computer mode and Phone mode.
Configuration category
Variable
Setting
Communication Manager
system parameters —
features
Unnamed registrations and N
PSA for IP Telephones?
Communication Manager
system parameters —
features
Unhold?
Communication Manager
system parameters ipoptions
Periodic Registration Timer 1
(min)
N
• The PBX user line name cannot contain single digits delineated by spaces, For example,
"Line 1" will cause problems but "Line-1" will not.
If the user line name contains single digits, the call terminator does not get an incoming
call notification for a call that is forwarded from another user. For a Computer mode user,
the call is unanswerable.
• Perform the procedure Configuring Lync Integration as an H.323 endpoint on
Communication Manager on page 58 for all Lync Integration endpoints.
• Perform the procedure Configuring Lync Integration as a video endpoint on
Communication Manager on page 59 for all Lync Integration endpoints that use
video.
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Service provider configuration
Configuring Lync Integration as an H.323 endpoint on
Communication Manager
Before you begin
You must know:
• the Communication Manager IP address
• a user ID and password for logging in to the Communication Manager server
• the terminal type you are logging in from
Procedure
1. Log in to the Communication Manager interface.
a.
b.
c.
d.
Use the Communication Manager IP address to establish an SSH session.
Log in to the Communication Manager.
Enter sat.
Enter your terminal type.
For example, enter W2KTT.
The SAT Command: prompt displays.
2. Determine the maximum number of Avaya one-X® Communicator endpoints your
voice system supports:
a. Use the display system-parameters customer-options command to
access the Optional Features form.
b. On page 9 of the form, verify the oneX_Comm setting. This number is provided
by the RFA license file.
3. Perform one of the following steps on Communication Manager:
• If you want to add a new station that uses Lync Integration, use the add
station command.
• If you want to modify an existing station that uses Lync Integration, use the
change station xxxx command, where xxxx is the number of the station
you want to modify.
Communication Manager displays the Station form.
4. Enter the appropriate information for this station:
a. Set IP Softphone to y.
b. Set IP Video Softphone to y.
5. Repeat steps 3 on page 58 and 4 on page 58 for each Lync Integration endpoint
you want to configure on Communication Manager.
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Configuring Lync Integration as a video endpoint on
Communication Manager
The following procedure works for both H.323 and SIP endpoints.
Before you begin
You must know:
• the Communication Manager IP address
• a user ID and password for logging in to the Communication Manager server
• the terminal type you are logging in from
Procedure
1. Log in to the Communication Manager interface.
a.
b.
c.
d.
Use the Communication Manager IP address to establish an SSH session.
Log in to the Communication Manager.
Enter sat.
Enter your terminal type.
For example, enter W2KTT.
The SAT Command: prompt displays.
2. Use the display system-parameters customer-options command to verify the
Maximum Video Capable IP Softphones (page 2 of form). This number is
provided by the RFA license file.
3. Use the change cos command to set Priority Video Calling (page 2 of form) for
the appropriate COS levels.
4. Use the add station command to add an Avaya IP Softphone station, and set the
following parameters for that station:
a. Set IP Softphone to y.
b. Set IP Video Softphone to y.
c. If you want this station to be able to make priority video calls, make sure you
select a COS level that has Priority Video Calling enabled.
d. On page 2 of the form, set Direct IP-IP Audio Connections to y.
5. Repeat steps 2 on page 59, 3 on page 59, and 4 on page 59 for each Lync
Integration endpoint you want to configure for video calling.
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Service provider configuration
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Chapter 11: Configure a dial plan
You must configure a dial plan to enable the telephony features of Avaya Lync Integration. You can
configure a simple or advanced dial plan. You create a simple dial plan by configuring the Dialing
Settings in the Configurator. To create an advanced dial plan, you must configure the Dialing Settings
in the Configurator and use the Configurator to deploy a dialingRules.xml file.
Prerequisites
You must understand the structure of a dial plan. For a description of dial plans, see Dialing rules
fundamentals on page 39.
Configure a dial plan procedures
This task flow shows the procedures you perform to configure a dial plan.
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Configure a dial plan
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Configuring a simple dial plan
Navigation
• Configuring a simple dial plan on page 63
• Configuring an advanced dial plan on page 65
• Creating a dialingRules.xml file using the Centralized Administration Tool on page 65
• For the procedure that covers entering dial plan settings in the Configurator and using the
Configurator to deploy the dialingRules.xml file, see Building the install package on page 71
• All the procedures to install Lync Integration are contained in Deploy Lync Integration on the
desktop on page 69
• Replacing the dialingRules.xml file on the workstation where Lync Integration is installed on
page 79
Configuring a simple dial plan
You can configure a simple dial plan in the Configurator when building the Lync Integration
install package. Users can modify the dial plan in the Lync Integration Settings window by
selecting the Dialing Rules tab.
Use the dial plan checklist to create a simple dial plan. The settings are described in Dial plan
variables on page 64.
For examples of a simple dial plan, see Simple dial plan examples on page 41
Dial plan checklist
Phone Settings
IP address of the telephone server or
servers
Dialing Rules Settings
Enable Call Forward
Digit(s) you must dial to access an outside
line
Country code
Area/city code
PBX Main Prefix
Digit(s) you must dial to make longdistance calls
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Configure a dial plan
Digit(s) you must dial to make international
calls
Extension length for internal extensions
Length of national phone numbers
(Includes area and city codes)
Do you have to dial the area/city code
when making a local call?
Extension Settings
Phone Extension
Phone Password
Dial plan variables
Variable
Description
Enable Call Forward
When Call Forward is enabled, the Call Forward icon
is displayed.
Number to dial to access an outside The digit or digits you must dial to access an outside
line
line.
64
Your country code
The dialing code for your country.
Your area/city code
The area code or the city code where your phone
server is located. You can enter multiple codes
separated by commas. For example, 406, 208. In this
example, Lync Integration treats all calls made the 406
or 208 regions as local calls.
PBX Main Prefix
The main prefix of your PBX. This is the digit(s) that
comes after the area/city code and before the internal
extension. If you cannot obtain the extension number
by removing digits up to and including the PBX main
prefix from an E.164 representation of the number,
then this field should remain blank.
Number to dial for long distance
calls
The digit or digits you must dial to make a long
distance call.
Number to dial for international
calls
The digit or digits you must dial to make an
international call.
Extension length for internal
extensions calls
The number of digits that comprise an internal
extension. For example, if your internal extensions
consist of five digits, enter 5. In this example, any
number that consists of five digits or less would be
treated as an internal extension. If your company
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Configuring an advanced dial plan
Variable
Description
supports internal extensions of varying lengths, enter
the length numbers separated by comas. For
example, if you use three-digit, five-digit, and sevendigit extensions, enter 3, 5, 7.
Note:
If you specify multiple extension lengths, Lync
Integration performs exact matches. For example,
if you specify 3, 5, 7, then a four-digit number will
not be recognized as an internal extension.
Length of national phone numbers
(including area/city code)
The number of digits you must dial (including area/city
code) for a call within your country.
Include area/city code when
making a local call
Check the box if you are required to prefix the area or
city code while making a local call.
Configuring an advanced dial plan
In deployments where the simple dialing rules are not enough, you must manipulate incoming
and outgoing phone numbers by creating a dialingRules.xml file. You can create a
dialingRules.xml file using the Avaya one-X® Communicator Centralized Administration
Tool (CAT) or by using a text editor. For examples of an advanced dial plan, see Advanced
dial plan examples on page 45.
Deploy the dialingRules.xml using the Configurator. When you are performing the
procedure to build the install package using the Configurator, you can specify the
dialingRules.xml file to be included.
You can make changes to the dialingRules.xml file without reinstalling the Lync Integration
software. Modify the dialingRules.xml using the CAT and deploy the new file using the
updateRules.wsf tool. Changes to this file will take effect at the next Lync 2010 sign in. See
Replacing the dialingRules.xml file on the workstation where Lync Integration is installed on
page 79.
Creating a dialingRules.xml file using the Centralized
Administration Tool
You can create or modify a dialingRules.xml file using a text editor or by using the Avaya
one-X® Communicator Centralized Administration Tool (CAT). The CAT is distributed with the
Avaya one-X Communicator. Download the Avaya one-X Communicator Admin Tool R6.1 SP2
or higher.
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Configure a dial plan
This document provides the procedures for working with a dialingRules.xml file. See the
Avaya one-X Communicator Centralized Administration Tool documentation for further details.
When creating dialing rules in CAT, only use the Dialing Rules tab. The remaining tabs are
not used.
Dialing rules interface
Add
Click this button to open the Add Rule dialog box.
Add Rule window
Use this window to specify a pattern match rule.
Field
Description
Pattern
Field to enter a regular expression. The pattern can exist
anywhere in the input string, not necessarily from the
beginning or the end of the input string.
Type
List box to specify whether to apply the Dialable rule to all the
outgoing numbers before storing the number in the call log or
to apply the Normalize rule to all the incoming numbers
before storing the number in the call log.
Specify 0 for Dialable or 1 for Normalize.
Prefix
Field to enter the string to be prefixed to the input string after
deleting the specified number of characters.
Delete Length
Field to enter the number of characters, including the +
character, to delete from the beginning of the input string.
Minimum Length
Field to enter the minimum length, including the + character,
of the input string.
Maximum Length
Field to enter the maximum length, including the + character,
of the input string.
OK
Button to add the pattern match rule and close the Add
Rule dialog box.
Cancel
Button to cancel adding the pattern match rule and close the
Add Rule dialog box.
Remove
Click this button to remove an existing pattern match rule.
Save
Click this button to save the Avaya one-X Communicator dialing rules settings.
Open
Click this button to open the existing dialingRules.xml file.
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Configuring an advanced dial plan
Configuring dialing rules
Use the Dialing Rules tab to configure dialing rules.
Procedure
1. Click the Dialing Rules tab.
2. Click Add to open the Add Rule dialog box.
3. Enter the appropriate information.
4. Click OK to add a new pattern match rule.
5. Click Save to save the Dialing Rules settings.
Modifying dialing rules
Use the Dialing Rules tab to modify the existing dialing rules settings.
Procedure
1. Click the Dialing Rules tab.
2. Click Open.
3. Select the dialingRules.xml file.
4. If you want to add additional pattern match rules, click Add to open the Add Rule
dialog box, enter the appropriate information, and click OK.
5. If you want to remove a pattern match rule, select a rule and click Remove.
6. Click Save to update the dialing rules settings.
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Configure a dial plan
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Chapter 12: Deploy Lync Integration on the
desktop
Prerequisites
The machine where Lync Integration is installed must meet the following requirements:
Table 8: Hardware requirements
Processor
1.8 GHz
Memory
1 GB (Windows XP)
2 GB (Windows 7)
Disk space
100 MB
Audio device
An audio device must be available on the computer to use Lync
Integration in Computer mode.
Connectivity
Download bandwidth: 80 kbps
Upload bandwidth: 80 kbps
Video
For deployments with video enabled, the following hardware
requirements must be met:
• Intel Dual Core or higher processor
• 100 MB video RAM
• minimum 2 GB memory
• digital video camera (up to 720p is supported)
Table 9: Software requirements
Operating system
Microsoft Windows XP Service Pack 3, or higher
Microsoft Windows 7
Microsoft .Net
For Lync, release 4.0 or higher. For Office Communicator, release 3.5,
4.0, or higher.
Microsoft Lync 2010 or
Microsoft Communicator
Microsoft Lync 2010 version 4.0.7577.4103 or higher
Microsoft Office Communicator 2007 R2, version 3.5.6907.253 or higher
Deploy Lync Integration on the desktop procedures
This task flow shows the procedures you perform to deploy Lync Integration on the desktop.
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This task flow applies to a first time installation of Lync Integration. If you previously installed Lync
Integration and are upgrading to a new version, see Upgrade Lync Integration on page 103
Navigation
• Installing the Configurator on page 71
• Building the install package on page 71
• Installing Lync Integration locally on page 74
• Installing the Lync Integration on multiple machines from a remote server on page 76
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Installing the Configurator
Installing the Configurator
Install the Avaya DCE Configurator. The Configurator is an administrative tool used to
configure and build the install packages for the Lync and Communicator Add-in applications
prior to distribution of the add-ins to end users.
Before you begin
• You are running one of the following operating systems:
- Microsoft Windows XP SP3
- Microsoft Windows 7
• You have Microsoft .NET Framework 4.
• You have the DCE.configurator.msi file on your desktop. The Configurator installation
package is available on the Avaya Applications disk in the Desktop Communications
Enablement (DCE) folder.
Procedure
1. Double-click the DCE.Configurator.msi file to launch the Windows installer for the
Avaya DCE Configurator.
2. When the Avaya DCE Configurator installer opens, click Next.
3. When the Avaya DCE Configurator setup wizard opens, click Next.
4. In the License Agreement window, click I Agree to accept the license agreement.
5. In the Select Installation Folder window, specify a path to the installation folder for
the Avaya DCE Configurator and click Next.
6. In the Confirm Installation window, click Next to start the installation.
7. In the Installation Complete window, click Close to exit the setup wizard.
The Avaya DCE Configurator icon appears on your desktop.
Building the install package
Build the install package for Avaya Lync Integration or Avaya Communicator Add-in.
Lync Integration can integrate with the Avaya DCE Web Browser Add-in and the Avaya DCE
Office Add-in applications to provide a unified user experience across all Avaya DCE desktop
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applications. For more information, see Avaya Configurator for Desktop Communication
Enablement Fundamentals (NN10850–031).
The Configurator builds the following files:
• LyncIntegration.zip — The Lync Integration software.
• MCAddin.zip — The Communicator Add-in software.
These files must be transferred to the machine where the Communicator Add-in is installed.
Before you begin
• You have installed the Avaya DCE Configurator.
• You must be able to define the following configuration variables:
Variable
Description
General Settings
Communication System
Type
The options are:
• Avaya Aura
• CS 1000 with ACE
• CS 1000 Collaboration Pack
Integration Type
For Avaya Aura® and CS 1000, the options are:
• Computer Only
• Phone Only
• Computer & Phone
For CS 1000 Collaboration Pack, the available option is:
• Computer Only
Preferred Integration
Type
This variable is enabled if the Integration Type is Computer &
Phone. You can select which one of the two modes is presented
to the user when they start the client.
Server List
Avaya Aura: A comma separated list of call servers applicable
to the extension. Each server can be identified by IP address,
FQDN, or host name.
Important:
Do not add call servers that are not applicable to the
extension. The Lync Integration client may continue to
search the call server list and become unresponsive.
Dialing Settings
See Configure a dial plan on page 61
If you are configuring an advanced dialing plan and will be deploying a dialingRules.xml
file, you must know the location of the file.
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Building the install package
Variable
Description
Additional Settings (For CS 1000 deployments if the Integration Type is Computer or
Computer & Phone).
Enable iSAC
Enables iSAC codec.
Super-wideband support
Enables super-wideband support for iSAC codec.
Enable G.722
Enables G.722 codec.
Enable G.729
Enables G.729.
Annex B support
Enables Annex B support for G.729 codec
Enable G.711 A-law
Enables G.711 A-law codec. Cannot be deselected.
Enable G.711 Mu-law
Enables G.711 A-law codec. Cannot be deselected.
Enable Comfort Noise
Enables Comfort Noise.
Enable SRTP
Enables Secure Real-Time Transport Protocol.
Cipher 1, Cipher 2
Ciphers to be negotiated when secure RTP is used. Cipher 2
can set only after Cipher 1.
Video Settings (For Avaya Aura® and CS 1000 Collaboration Pack deployments only)
Enable Video For These
Users
If you are deploying Lync Integration with the Avaya Aura®
communication system, you can enable video communication.
If you are deploying Lync Integration with the CS 1000
Collaboration Pack, video communication is enabled by
default.
Enable Video
If selected, video is enabled by default in the Lync Integration
deployment.
Answer Video
Automatically
If selected, Answer Video Automatically is enabled by default in
the Lync Integration deployment.
When enabled, incoming video calls automatically open in a
video call window. When disabled, you must accept the video
call to open the window.
Enable Codecs
Enables the codecs supported for video transmission. H.263 is
enabled and cannot be deselected.
Maximum Video Bit Rate
The maximum bit rate supported for video transmission.
Incoming Video Wait
Timeout
The timeout period for incoming video communications.
Outgoing Video Wait
Timeout
The timeout period for outgoing video communications.
Procedure
1. Double-click the Avaya DCE Configurator icon to open the Avaya DCE Configurator
tool.
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2. Read the information in the Welcome screen, and then click Next.
3. In the Client Deployment screen, select Microsoft Lync/ Communicator
Client.
4. In the Microsoft Lync/ Communicator Installers screen, select Build Lync
Integration Installer, Build Communicator Add-in Installer, or both. Then click
Next.
5. In the Microsoft Lync/ Communicator Settings screen, click Change.
6. In the Lync Integration Settings window, click the General Settings tab and enter
the configuration details for your deployment.
7. Click the Dialing Settings tab and enter the details for your deployment.
8. If you are deploying a dialingRules.xml file, click the Specify Dialling Rules
XML File check box under the Dialing Settings tab, and then click on the folder
icon. Navigate to the file location and click Open.
9. If required, under the Additional Settings and Video Settings tabs, specify the
settings that you want to use.
10. Click OK to return to the Configurator wizard.
11. In the Microsoft Lync/ Communicator Settings screen, click Next.
12. Follow the instructions in the Configurator wizard to finish configuring the installation
packages. For more information, see Configuring the installation packages for
the DCE applications with Lync Integration in Avaya Configurator for Desktop
Communication Enablement Fundamentals (NN10850–031).
13. When you are ready to build the installation packages, in the Configurator wizard's
Build screen, select the destination folder for the output and then click Build.
14. From the Avaya Client Applications folder, unzip the Lync Integration and
Communicator Add-in files, and extract the .msi file.
Installing Lync Integration locally
Use this procedure to install Avaya Lync Integration where the installation software is local to
the machine where it is being installed. The Lync Integration is installed on end user machines
coresident with Lync 2010.
When using this procedure to install Lync Integration, no installation log file is created. If you
experience problems with installation, perform the installation from the command line and view
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Installing Lync Integration locally
the log file. See Installing the Lync Integration on multiple machines from a remote server on
page 76.
Before you begin
• You must have administrative privileges on the local desktop.
• You must have the Lync Integration .msi file. Extract the .msi file from the .zip file
created by the Configurator.
• The Microsoft Lync 2010 client must be installed before Avaya Lync Integration is
installed.
• The Microsoft Communicator client must be installed before Avaya Communicator Addin is installed.
About this task
The log and support directories can be found in the APPDATA system property.
Procedure
1. If open, exit Microsoft Lync 2010.
2. If open, exit Internet Explorer.
3. Open the Windows Explorer tool and navigate to the location of the Lync
Integration .zip file.
4. Unzip the file.
5. Perform one of the following options.
• If you are installing Lync Integration:
- Double click on the Microsoft Lync 2010 SDK installation file
LyncSdkRedist-4.0.7577.124.msi and follow the instructions to
complete the installation.
- Double click on the Lync Integration installation file LyncIntegration<release#>.msi and follow the instructions to complete the
installation.
• If you are installing Communicator Add-in, double click on the Communicator
Add-in installation file MCAdd-in-<release#>.msi and follow the instructions
to complete the installation.
You may receive a prompt to restart the system. If this occurs, you must reboot the
machine to complete the installation.
6. Perform one of the following options.
• If you installed Lync Integration:
- Start Lync 2010.
- Start Lync Integration. On Lync 2010, select Tools > Avaya Microsoft
Lync Integration.
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Note:
You only need to start Lync Integration after the initial installation. For
subsequent Lync 2010 startups, Lync Integration also starts.
• If you installed Communicator Add-in, start Office Communicator.
7. On some deployments, the Lync Integration Settings window opens with the Phone
tab displayed. Enter your Extension number and the Password for your
extension.
Installing the Lync Integration on multiple machines from a
remote server
To facilitate the integration of the Avaya Lync Integration software into bulk software distribution
and installation infrastructure, the Lync Integration software can be installed without end-user
intervention, using the following command:
msiexec /i [LyncIntegration | MCAddin]-<release#>.msi
REBOOT=ReallySuppress /L*v [LyncIntegration | MCAddin].install.log /q
Installation notes
• The Microsoft Lync 2010 client must be installed before Avaya Lync Integration is
installed.
• The Microsoft Communicator client must be installed before Avaya Communicator Addin is installed.
• You must have the Lync Integration .msi file. Extract the .msi file from the .zip file
created by the Configurator.
• The /q parameter kills running Lync 2010 client, Lync Integration, and one-X engine
processes. The installation cannot proceed if the Microsoft Lync Client is running.
• You may receive a prompt to restart the system. If this occurs, you must reboot the
machine to complete the installation.
• Any interaction with the Microsoft Lync Client or Microsoft Communicator by an end user
during the installation can result in a failed installation. The [LyncIntegration |
MCAddin].install.log will indicate the operation is complete. Please allow enough
time for completion of the operation prior to re-starting the Lync 2010 client (up to 1 minute,
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Installing the Lync Integration on multiple machines from a remote server
for slower machines). Failure to do so will result in an unsuccessful installation and the
installation process must be repeated.
• You must have administrator privileges to install the application. On Windows 7, you must
open the Command Prompt window using the Run as administrator option. To run the
Command Prompt as administrator:
a. From the Windows start menu, type Command Prompt in the Search
programs and files box.
The Command Prompt application is displayed in the list under Programs.
b. Right click on Command Prompt and select Run as administrator.
Lync Integration will start the next time Microsoft Lync 2010 is started after logging into
Windows. To start Lync Integration without restarting Windows, from the Lync 2010 Tools
menu, select Avaya Microsoft Lync Integration.
To validate the installation, view the log file LyncIntegration.install.log or
MCAddin.install.log. The file contains text readable output of the installation process and
indicates successful install of Lync Integration.
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Chapter 13: Replacing the dialingRules.xml
file on the workstation where
Lync Integration is installed
There are two ways of replacing the dialingRules.xml file used.
• Build a new Lync Integration installer including the updated file and then follow the procedures to
uninstall and reinstall Lync Integration.
• Use the updateRules.wsf script to update the dialingRules.xml file on a workstation where Lync
Integration is installed. This script is intended to be used in conjunction with a company’s preferred
workstation software deployment method; for example, run as a Microsoft SMS deployed script.
Before you begin
• You must have an updated dialingRules.xml file. See Modifying dialing rules on page 67
• You must be able to run the updateRules.wsf script with Administrative privileges.
Note:
If the new dial plan rules are not applied after a Lync 2010 client restart, reboot the workstation to ensure
that the Lync Integration process has been restarted.
Procedure
1. On the machine where Lync Integration is installed, open a command prompt window.
2. Navigate to the location of the updateRules.wsf tool. The tool is located in the ProgramFiles
system property under the Avaya one-X Communicator for MSI folder.
3. Run the tool. Enter
cscript updateRules.wsf /?
Details on how to replace the dialingRules.xml file are displayed.
4. Once the new file is deployed, log out and log back in to the Lync 2010 client to apply the
changes.
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Chapter 14: Troubleshooting Lync
Integration
Use the information in this chapter to help troubleshoot issues related to Lync Integration configuration.
For the most detailed log information, run Lync Integration in debug mode. Click
window and then select the Support tab.
to open the Settings
For additional troubleshooting information, see Avaya one-X® Communicator Troubleshooting
(16-603218).
Add-in disappears when Conversation window is
maximized
User Alert
icon to maximize the
The Avaya Lync Integration add-in disappears when users click the
Conversation window. The video screen is no longer visible and users cannot control calls with
Lync Integration.
Logs/Alarms
None.
Root Cause
Microsoft takes control of the screen when windows are maximized in the Lync client.
Recovery Action
Minimize the Conversation window. Expand the window by stretching it manually.
Application crashes
User alert
Lync Integration suddenly stops working and shuts down.
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Logs/Alarms
No Lync Integration logs for this issue.
The following error alert appears under Control Panel > Administrative Tools > Event
Viewer > Applications and Services Logs: Faulting application name:
LyncAddin.exe, version 1.0.0.0, time stamp: 0x12345678 Faulting
module name: ntdll.dll, version 6.1.7601.17725, time stamp 0x12345678
Exception code: 0xc0000005….
Root Cause
Incompatible software is installed on the work station.
Recovery Action
Do the following:
1. Perform the Clean Boot operation to determine the issue. For more information, see
http://support.microsoft.com/kb/929135.
2. Uninstall and re-install Lync Integration to make sure the issue is resolved.
Application does not launch
User Alert
Lync Integration does not launch when signing into Lync Client 2010, and the Lync 2010 Tools
menu does not contain the Avaya Lync Integration menu item.
Logs/Alarms
None.
Root Cause
Lync Integration application was not installed successfully.
Recovery Action
Examine Lync Integration installation log, rectify the failing condition, and repeat the
installation. Microsoft Installer (MSI) error codes can be found here: http://
support.microsoft.com/kb/229683 .
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Call and video status not updated after network connection is lost
Call and video status not updated after network connection
is lost
User Alert
If the other party is dropped from a call or video communication due to a failure, such as loss
of network connection, the Lync conversation bar of the active party is not updated to show
that the call or video is inactive.
Logs/Alarms
None.
Root Cause
The Lync Add-in may not be notified immediately when the other party drops from a call due
to a failure.
Recovery Action
If no audio can be heard, the call can be ended. If video is frozen, but audio is still active, the
video window can be closed.
Calls fail to originate when the phone is off the hook and the
Headset button is lit
User Alert
Calls fail to originate if the Lync Add-in shuts down when the desk phone handset is off the
hook or the Headset button on the phone is lit. Users cannot make calls.
Logs/Alarms
None.
Root Cause
This issue is caused by an inconsistency in the way that the one-X Communicator engine
manages the hook state of the phone line. If the one-X Communicator engine is in the wrong
state when it shuts down or when Lync Integration shuts down, the state is not updated
correctly on recovery.
Recovery Action
Put the handset back in the cradle or press the Headset button on the phone to extinguish the
light.
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Chained call forwarding: only the first forwarding
instruction is processed
User Alert
When the user attempts to use chained call forwarding with Lync Integration, only the first
forwarding instruction is acted on. If user A forwards a call to user B, and user B forwards the
call to user C, the call rings on user B's line but it does not ring on user C's line as expected.
Logs/Alarms
None.
Root Cause
The current Avaya Aura® Communication Manager for the H.323 device does not support the
chained call forwarding feature.
Recovery Action
None.
Different behaviors for calls made from the right-click menu
and from the green phone icon
User Alert
When a Lync Integration user makes a call by right-clicking on a contact and selecting Make
Voice Call, the call fails. When the user makes the call by clicking on the green phone icon,
the call is successful.
Logs/Alarms
The following example shows the type of information in the Lync Integration log file when the
user makes a call by right-clicking on the contact and selecting Make Voice Call. For the most
detailed log information, run Lync Integration in debug mode.
2012-09-06 12:13:18.499 10 Debug DiallingRules: NormalizeUri: incoming number 8672
to +75557778672 using default implementation
2012-09-06 12:13:18.499 10 Debug LyncClientManager: GetNativeContact for uri tel:
+75557778672
2012-09-06 12:13:18.604 10 Debug DiallingRules: GetTranformedString: matched rule:
+75557778672
2012-09-06 12:13:18.605 10 Debug DiallingRules: NormalizeUri: incoming number
+75557778672 to +85557778672 using pattern match
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Enabling debug when Lync Integration is not starting
Root Cause
The normalized phone number is re-normalized a second time into a different phone number.
For example:
• The default implementation normalizes 8672 to +75557778672.
• Pattern match then normalizes +75557778672 to +85557778672.
The number resulting from the first normalization operation should not be re-normalized. All
numbers must be completely normalized by the first normalization operation.
Recovery Action
Remove the second normalization operation, and add another normalization rule to convert
the first number format into the final form. From the example above, the new normalization rule
must convert 8672 to +85557778672.
Enabling debug when Lync Integration is not starting
User Alert
The user cannot get Lync Integration running, and you require more logs and debug information
to resolve the issue.
Logs/Alarms
You must enable debug mode.
Root Cause
Unknown.
Recovery Action
1. Uninstall Lync Integration.
2. Reinstall Lync Integration using the following command line parameter:
msiexec /i LyncIntegration-6.2.0-SNAPSHOT.msi DEBUG=true
3. Restart Lync Integration.
G729 or G722 Codec negotiation fails
User Alert:
No User Alert Displayed
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Logs/Alarms:
No log exceptions. QueryConnection Response missing connection state details.
Root Cause:
One or more endpoints or media elements has codecs disabled.
Recovery Action:
• Verify the G729 and G722 codecs are enabled on Communication Manager.
• Verify that the following four lines exist in the Lync Integration config.xml file :
<parameter>
<name>EnableG729</name>
<value>1</value>
</parameter>
The config.xml file can be found in the APPDATA system property under the Avaya oneX Communicator for MSI folder.
Install or uninstall failure: script could not be run
User Alert:
There is a problem with the Windows Installer package. A script required for this install to
complete could not be run. Contact your support personnel or package vendor.
Logs/Alarms:
The Windows Installer log, if enabled, contains the following log entry.
Action start xx:xx:xx: stopOneXClientsForUninstaller.
MSI (s) (B0:04) [xx:xx:xx:xxx]: Product: Avaya MC Add-in – Error 1720. There is a
problem with this Windows Installer package. A script required for this install to
complete could not be run. Contact your support personnel or package vendor. Custom
action stopOneXClientsForUninstaller script error -2147217406, : Line 111, Column
15,
Scripting access to WMI is not working.
Root Cause:
The Windows Management Instrumentation (WMI) repository is corrupt.
Recovery Action:
Perform the following steps to complete the install or uninstall of Lync Integration. Note that
this procedure may not resolve the underlying Windows operating system issue.
1. Open a command prompt window. Choose one of the following.
• On Windows XP, from the Windows Start menu, select Run.
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Invalid phone number format: published phone number does not appear to My Contacts
• On Windows 7, you must open an elevated command prompt window. From
the Windows Start menu, select All Programs, then Accessories, then right
click Command Prompt, and select Run as Administrator.
2. Type in the following command and press Enter.
net stop winmgmt
3. Open a Windows Explorer window and navigate to the folder C:\Windows
\System32\Wbem\Repository.
4. Rename the Repository folder.
5. Return to the command prompt window and type in the following command and
press Enter.
net start winmgmt
6. Type in the following command and press Enter.
EXIT
Invalid phone number format: published phone number
does not appear to My Contacts
User Alert:
The Microsoft Lync Communicator presents the following warning: “This number is not a valid
phone number. Check the number and try again.”
Logs/Alarms:
None.
Root Cause:
The telephone number is not a valid phone number. Only direct inward dial numbers are
supported with the solution.
Recovery Action:
Phone numbers must use a Microsoft supported phone number format. See the Microsoft Lync
2010 documentation for information on supported formats. The following is a link to an online
document: Set Phones options and numbers.
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Lync Integration cannot connect to Servers in Phone Mode
(Shared Control) or Computer Mode
User Alert:
Server or connection to the server is down. Please contact your administrator.
The following message displays in the Configure Settings Window on the client:
Communication servers are not available. Please contact your administrator.
Logs/Alarms:
2011-06-23 15:19:26.341 1 Debug PopupManager.ShowErrorMsgDialog: The selected mode
cannot be accessed without configuring login settings.
Do you wish to exit the Lync Integration? Select Yes to exit the Lync Integration. To restart the
Lync Integration, please sign-out and sign-in to the OCS Communicator. 2011-06-23
15:19:27.825 1 Debug PopupManager.ShowErrorMsgDialog: The selected mode cannot be
accessed without configuring login settings.
Do you wish to exit the Lync Integration? Select Yes to exit the Lync Integration. To restart
Lync Integration, please sign-out and sign-in to the OCS Communicator.
Root Cause:
No network connectivity between user's Lync Integration machine and Communication
Manager.
Recovery Action:
• Use the ping command to ensure that the Communication Manager or Call Server is
reachable. This may require establishing the VPN tunnel to the enterprise network.
• Check that Communication Manager is functioning and has no alarms.
Lync Integration Communicator Bar does not appear
User Alert:
No user alert displayed.
Logs/Alarms:
No Lync Integration logs.
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Lync Integration may disable PC
Root Cause:
The Lync Integration process is not running because:
• The process was not started after a local install.
• The process has exited.
Recovery Action:
Start Lync Integration. From the Lync 2010 Tools menu, select Avaya Microsoft Lync
Integration.
Lync Integration may disable PC
Lync Integration may disable the computer on which it is running. The computer displays a
blue screen and is not responsive.
User Alert:
No user alert displayed.
Logs/Alarms:
No Lync Integration logs.
Root Cause:
The problem occurs because the computer graphics driver is not up to date and is conflicting
with a Microsoft security update. The problem can be avoided by ensuring that the current
graphics driver is installed.
Recovery Action:
1. Remove Security Update MS11-011 KB2393802.
2. Update graphics display driver to the latest manufacturer recommended version.
3. Reinstall the MS11-011 KB2393802 security patch.
If the workaround described above is not successful, do the following:
1. Restore a system update to a snapshot before installing the MS11-011 KB2393802
security patch.
2. Update graphics display driver to the latest manufacturer recommended version.
3. Reinstall the MS11-011 KB2393802 security patch.
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Lync Integration icons do not appear on the Microsoft Office
Communicator
User Alert:
No User Alert Displayed
Logs/Alarms:
No Lync Integration logs.
Root Cause:
Lync Integration has not launched on the Microsoft Office Communicator program.
Recovery Action:
• Sign out of Office Communicator and then sign back in.
• Review the Active Directory group policy settings.
Lync Integration Share Now window is displayed instead of
Conversation window
User Alert
When making a call, a Share Now window appears instead of the Conversation window.
Logs/Alarms
None.
Root Cause
The issue is caused by a misconfiguration of the dialing rules.
Recovery Action
The dialing rules must be corrected.
• Users must update the dialing rules in Lync Integration by selecting the Dialing Rules
tab in the Lync Integration Settings panel.
• If the issue still persists, you must update the dialingRules.xml file using the Avaya oneX® Communicator Centralized Administration Tool (CAT) or a text editor
See Dialing rules fundamentals on page 39 for more information.
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Lync video pane has excessive black border around video frame when using H.264 video codec
Lync video pane has excessive black border around video
frame when using H.264 video codec
User Alert
When using H.264 video encoding with certain video cameras, both the local video preview
and the remote received video picture will be surrounded by a thick black border. As a result,
the video picture presented in both the local preview and the picture presented to the remote
user are smaller than desired.
Logs/Alarms
None.
Recovery Action
A different web camera may not present this issue. Disabling the H.264 video encoding option
in the Lync Integration settings also prevents this behavior.
Making a call displays Call number is not defined dialog
User Alert
When making a call, the Call number is not defined dialog is displayed.
Logs/Alarms
None.
Root Cause
The dialing rules are not configured correctly.
Dialing rules should be defined so that the result of the normalization rule is the end result.
The number should not be re-normalized to another number. If a normalized number is passed
through dialable translations, the number should also be normalized back to the same form
that it was in before the dialable translation.
Below is an example of an entry in the dialingRules.xml file that normalizes the number
3509 to 19876543210.
<DialingRulesPattern>
<type>1<type>
<pattern>^3509</pattern>
<subString>19876543210</subString>
<minLength>4</minLength>
<maxlegnth>4</maxLength>
<deleteLength>4</deleteLength>
</DialingRulesPattern>
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With this example setup if a number is entered as 3509 it will first be normalized to
19876543210 using the dialingRules.xml file. This number can then be passed through the
dialable rules before being sent to the call server. If the information in the simple dialing rules
does not correspond with the normalized number; for example, if the number is longer than
the national phone number length or if the area/city code in the simple dialing rules is different
from the caller's number, then the number will be dialed unchanged as 19876543210 when
it is passed through the dialable rules. If this number is normalized again, it will be discovered
as an E.164 number (+19876543210) with the simple dialing rules. The E.164 number
resulting from the re-normalization does not match the result of the initial normalization, so the
dialing rules are incorrect.
Recovery Action
To fix the issue described above, perform one of the following actions.
• Make sure that the normalized number cannot be normalized again by making sure that
the initial normalization converts the number to the E.164 form. To normalize the number
in the example scenario above to the E.164 form, you must change the subString field
in the dialingRules.xml file to:
<subString>+19876543210</subString>
• Make sure that the normalized number cannot be normalized again to a different number
by adding a second rule to stop the simple dialing rules from affecting the normalized
number.
After the example scenario above, you could add a rule to normalize the number
19876543210 to 19876543210, and to override the simple dialing rule normalization of
19876543210 to +19876543210.
No microphone sound in computer mode
User Alert:
No User Alert Displayed.
Logs/Alarms:
No log exceptions.
Root Cause:
Using a configured 6.0 version of One-X while installing a 3.0 Lync Integration may set the
microphone to zero without any way to adjust the volume.
Recovery Action:
1. Exit Communicator.
2. Run the Audio Tuning Wizard from the Settings menu in the 6.0 version of OneX.
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Presence state flickers when the user is on a call
3. Sign in to Communicator.
4. Ensure that the correct microphone is selected in the Lync Integration Settings
window.
Presence state flickers when the user is on a call
User Alert
The user’s presence constantly switches from Busy — In a Call to another presence state
while the user is on an active call.
Logs/Alarms
None.
Root Cause
In the Custom Presence definition file, another presence state has the same ID number as the
Busy — In a Call state. As a result, when the user is on a call, the Busy — In a Call state is
constantly overridden by another presence state.
Recovery Action
In the Custom Presence definition file, Lync Integration uses the ID number 1 for the Busy —
In a Call state. Make sure all other presence states have a different ID number assigned to
them.
Privacy settings block contact display: published phone
number does not appear to My Contacts
User Alert:
When the user selects a contact and opens the Lync Integration contact card, or uses the
Make Voice Call or Make Video Call buttons from the Lync Integration Conversation Bar, the
user is presented with a “No call options available” message.
Logs/Alarms:
None.
Root Cause:
The contact has not published a phone number, or has not granted you access per the
Microsoft Lync Privacy Relationship.
Recovery Action:
The rules that apply to Microsoft Lync 2010 presence and privacy relationships also apply to
Avaya Lync Integration. For information on presence and privacy relationships, see the
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Microsoft Lync 2010 documentation. The following is a link to an online document: Microsoft
Communicator Presence and Privacy Relationships.
Scripting access to WMI is not working
User Alert
There is a problem with this Windows Installer package. A script required for this install to
complete could not be run. Contact your support personnel or package vendor.
Logs/Alarms
None.
Root Cause
The WMI repository on Windows XP is corrupted.
Recovery Action
Use the following steps to fix a corrupted WMI repository on Windows XP. For more
information, see Avaya one-X® Communicator Troubleshooting (16–603218).
1. From the Start menu, select Run.
2. In the Run window, type CMD.EXE.
3. Enter the following command net stop winmgmt. Then press Enter on your
keyboard.
4. Rename the folder %windir%\System32\Wbem\Repository (for example, you
can rename the folder as %windir%\System32\Wbem\Repository_Bad).
Note:
%windir% represents the path to the Windows directory, which is typically C:
\Windows.
5. Open the Command Prompt window. To launch this window from the Start menu,
do the following:
• Click Start > Programs > Accessories > Command Prompt.
6. Type the following command:
net start winmgmt
EXIT
Press Enter on your keyboard after each line.
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User receives error messages after making a second call
User receives error messages after making a second call
User Alert
When the user makes a second call, Lync Integration attempts to retrieve the first call from the
held state and terminate the second call. The user receives one of the following error
messages:
• End call failed message on the call control bar.
• The Conversation window is closed. The call is still in progress.
Do you wish to terminate the call? pop-up message.
Logs/Alarms
The following example shows the type of information that appears in the Lync Integration log
file when the user makes the second call. For more detailed log information, run Lync
Integration in debug mode.
SparkXMLProxy: SENT: <?xml version="1.0" encoding="utf-8"?>
<HoldSessionRequest xmlns="http://www.avaya.com/schemas/UISchema.xsd">
<clientId>1</clientId>
<requestId>18</requestId>
<targetId>-2</targetId>
<connectionId>1</connectionId>
</HoldSessionRequest>
SparkXMLProxy: SENT: <?xml version="1.0" encoding="utf-8"?>
CreateSessionRequest xmlns="http://www.avaya.com/schemas/UISchema.xsd">
<clientId>1</clientId>
<requestId>19</requestId>
<targetId>-2</targetId>
<mediaType>audio</mediaType>
<remoteAddress>211601</remoteAddress>
<subject>Make a call</subject>
<requestURL/>
<applyDialingRules>true</applyDialingRules>
<reuseDialingSession>false</reuseDialingSession>
<emergency>false</emergency>
<editDialing>false</editDialing>
<onhookDialing>false</onhookDialing>
</CreateSessionRequest>
OneXSparkXMLProvider: RECEIVED: <HeldEvent xmlns="http://xml.avaya.com/
endpointAPI">
<connectionId>1</connectionId>
</HeldEvent>
OneXSparkXMLProvider: RECEIVED: <HoldSessionResponse xmlns="http://xml.avaya.com/
endpointAPI">
<clientId>1</clientId>
<requestId>18</requestId>
<statusCode>0</statusCode>
<reason>success</reason>
<connectionId>1</connectionId>
</HoldSessionResponse>
OneXSparkXMLProvider: RECEIVED: <UnheldEvent xmlns="http://xml.avaya.com/
endpointAPI">
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<connectionId>1</connectionId>
</UnheldEvent>
Root Cause
The Unhold dial plan parameter setting under Conference/Transfer in Avaya Aura®
Communication Manager is set to Y. The logs display an unexpected <UnheldEvent>
message.
Recovery Action
Change the Unhold setting in Communication Manager to N.
Video calls cause high CPU usage
User Alert
High CPU usage during video calls. The user's computer may appear inoperable.
Logs/Alarms
None.
Root cause
One or more of the following issues causes the user's computer to appear inoperable during
Lync integration video calls:
• The computer barely meets the minimum video hardware requirements
• Video codec selection involves a high CPU utilization codec
• The computer is running many other programs at the same time, causing the computer
to lag during video calls
Recovery Action
Action 1:
In the Lync Integration Settings panel, under the Video tab, disable H.264.
Action 2:
If the first recovery action does not resolve the problem, do the following:
1. Add or modify the following text in the config.xml file. The file is located in the
APPDATA system property under the one-X Communicator for MSI folder.
<parameter>
<name>CPUUsageLimitVideoCall</name>
<value>35</value>
</parameter>
2. Sign out of the Lync client and then sign in again.
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Chapter 15: Troubleshooting the one-X
engine
Use this procedure to turn on debug logging for the one-X engine. The one-X logging levels are listed
below. The default level is 3.
• 0 = EMERGENCY
Emergency only - essentially no logging - application crash events
• 1= ALERT
Alert Not used
• 2 = CRITICAL
Critical - Error that will cause instability in the application
• 3 = ERROR
Only error conditions - behavior that is not expected but will not cause application to crash
• 4 = WARNING
Unexpected behavior that is not an error but should be investigated
• 5 = NOTICE
Normal logging information that is essential operation of the program
• 6 = DEBUG
Only for debugging information that can possibly be activated in the field
• 7 = DEBUG
For very high level messages that are to occur potentially many times - for Message Logging
To turn on debug logging, you must edit the config.xml file located in the Avaya one-X Communicator
for MSI installation folder. The folder is in the APPDATA system property.
To turn on default debug logging, add the following to the config.xml file.
<parameter>
<name>LocalLogLevel</name>
<value>6</value>
</parameter>
<parameter>
<name>LogCategoryList</name>
<value>ALL,</value>
</parameter>
<parameter>
<name>AudioLogLevel</name>
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<value>6</value>
</parameter>
<parameter>
<name>AudioCategoryList</name>
<value> TRACE,API,DEBUG,</value>
</parameter>
To turn on maximum debug logging, add the following to the config.xml file.
<parameter>
<name>LocalLogLevel</name>
<value>7</value>
</parameter><parameter>
<name>LogCategoryList</name>
<value>ALL,</value>
</parameter><parameter>
<name>AudioLogLevel</name>
<value>7</value>
</parameter><parameter>
<name>AudioCategoryList</name>
<value>TRACE,API,DEBUG,</value>
</parameter>
Note:
To enable the new log setting, you must sign out and then sign back in to Communicator.
One-X Communicator log files are located in the user’s Avaya one-X Communicator for MSI application
data directory under the APPDATA system property.
The Log Files folder contains debug log files for several components. The main log file is
EndpointLog.txt.
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Chapter 16: Uninstall Lync Integration
This section contains the procedures for uninstalling the Avaya Lync Integration software deployed on the
desktop.
Navigation
• Uninstalling Lync Integration from the local desktop on page 99
• Uninstalling Lync Integration from multiple machines on page 100
Uninstalling Lync Integration from the local desktop
Note:
• Avaya Lync Integration must be uninstalled before the Microsoft Lync 2010 client is
uninstalled.
• Avaya Communicator Add-in must be uninstalled before the Microsoft Communicator
client is uninstalled.
Before you begin
• You must have administrator privileges to uninstall the application.
• Close Lync 2010 before performing the uninstall.
Uninstallation notes
- If you attempt to uninstall Lync Integration from the Control Panel while an instance
launched by a different user is still running, you receive the following message:
The following application is running and cannot be terminated: Avaya
Microsoft Lync Integration. The uninstaller cannot proceed.
Continue by choosing one of the following options:
Restart the system and repeat the uninstall from the Control
Panel.
Uninstall using the command line procedure Uninstalling Lync
Integration from multiple machines.
- You may receive a prompt to restart the system. If this occurs, you must reboot the
machine to complete the uninstallation.
- If a version of one-X Communicator lower than release 6.1 is installed on the same
machine as Lync Integration, then the one-X Communicator software must be reinstalled after the Lync Integration uninstallation.
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Uninstallation notes
- Based on industry standard practise, the uninstall process does not remove the Lync
Integration registry keys. The registry keys can be removed manually from
HKey_Current_User\Software\Avaya\Avaya Microsoft Integration.
- The uninstall process does not remove the existing product log files. When upgrading
from a previous version of the Lync client to a more recent version of the Lync client
or from the Communicator client to the Lync client, the log destination folder changes.
The log files from the previous client must be removed manually.
Procedure
1. From the Windows Start menu, select Settings, Control Panel, then Add or
Remove Programs.
2. In the Add or Remove Programs window, select Avaya Microsoft Lync
Integration and then click Remove.
3. You are prompted to confirm the uninstall. Click Yes.
Uninstalling Lync Integration from multiple machines
Note:
• Avaya Lync Integration must be uninstalled before the Microsoft Lync 2010 client is
uninstalled.
• Avaya Communicator Add-in must be uninstalled before the Microsoft Communicator
client is uninstalled.
To facilitate the integration of the Avaya Lync Integration software into bulk software distribution
and installation infrastructure, the Lync Integration software can be uninstalled without enduser intervention, using the following command.
msiexec /x [LyncIntegration | MCAddin]-<release#>.msi
REBOOT=ReallySuppress /L*v [LyncIntegration | MCAddin].uninstall.log /q
Uninstallation notes
• The /q parameter kills the running Lync 2010 client, Lync Integration, and one-X engine
processes. The uninstallation cannot proceed if the Microsoft Lync Client is running.
• Any interaction with the Microsoft Lync client or Microsoft Communicator by an end user
during the uninstallation can result in a failed uninstallation. The [LyncIntegration |
MCAddin].install.log will indicate the operation is complete. Please allow enough
time for completion of the operation prior to restarting the Lync 2010 client (up to 1 minute,
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Uninstalling Lync Integration from multiple machines
for slower machines). Failure to do so will result in an unsuccessful uninstallation and the
uninstallation process must be repeated.
• You must have administrator privileges to uninstall the application. On Windows 7, you
must open the Command Prompt window using the Run as administrator option. To run
the Command Prompt as administrator:
a. From the Windows start menu, type Command Prompt in the Search
programs and files box.
The Command Prompt application is displayed in the list under Programs.
b. Right click on Command Prompt and select Run as administrator.
• You may receive a prompt to restart the system. If this occurs, you must reboot the
machine to complete the uninstallation.
• If a version of one-X Communicator lower than release 6.1 is installed on the same
machine as Lync Integration, then the one-X Communicator software must be re-installed
after the Lync Integration uninstallation.
• Based on industry standard practise, the uninstall process does not remove the Lync
Integration registry keys. The registry keys can be removed manually from
HKey_Current_User\Software\Avaya\Avaya Microsoft Integration.
• The uninstall process does not remove the existing product log files. When upgrading
from a previous version of the Lync client to a more recent version of the Lync client or
from the Communicator client to the Lync client, the log destination folder changes. The
log files from the previous client must be removed manually.
To validate the uninstallation, view the log file LyncIntegration.uninstall.log or
MCAddin.uninstall.log. The file contains text readable output of the uninstallation
process and indicates successful uninstall of Lync Integration.
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Chapter 17: Upgrade Lync Integration
This section contains the procedures for upgrading the Avaya Lync Integration software deployed on the
desktop.
Note that the Avaya one-X® engine is now embedded with the Lync Integration software. Since the oneX Communicator is no longer required by Lync Integration, you have the option to uninstall the one-X
Communicator software. Uninstall one-X Communicator before upgrading Lync Integration.
Upgrade Lync Integration procedures
This task flow shows the procedures you perform to upgrade Lync Integration.
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Uninstalling one-X Communicator
Use this procedure to uninstall the Avaya one-X Communicator.
Procedure
1. From the Windows Start menu, select Settings, Control Panel, then Add or
Remove Programs.
2. In the Add or Remove Programs window, select Avaya one-X Communicator and
then click Remove.
3. You are prompted to confirm the uninstall. Click Yes.
Upgrading Lync Integration
Before you begin
• Before upgrading Lync Integration, review the chapters listed under Work flow for
deploying Lync Integration on page 53 to ensure that all prerequisites have been met.
• To upgrade Avaya Lync Integration, you must perform the procedure to uninstall the old
version and then install the new version.
Note that all versions of both Lync Integration and Communicator Add-in must be
uninstalled before proceeding to install the current version.
• Before you can install the new version, you must build the .msi file using the Configurator
tool.
Note that if an earlier version of the Configurator is installed, it must be removed prior to
installing the new Configurator.
• You must close Lync 2010 before performing the upgrade.
Procedure
1. Uninstall the old version of Lync Integration. Perform one of the following
procedures:
• Uninstalling Lync Integration from the local desktop on page 99
• Uninstalling Lync Integration from multiple machines on page 100
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Upgrading Lync Integration
2. Install the Configurator. Perform the procedure Installing the Configurator on
page 71.
3. Build the .msi file. Perform the procedure Building the install package on page 71.
4. Install Lync Integration. Perform one of the following procedures:
• Installing Lync Integration locally on page 74
• Installing the Lync Integration on multiple machines from a remote server on
page 76
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Upgrade Lync Integration
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Chapter 18: Migrating from Communicator
Add-in to Lync Integration
This section describes the steps to follow when migrating from Microsoft Communicator with
Communicator Add-in to Microsoft Lync 2010 with Lync Integration. Avaya Communicator Add-in and
Avaya Lync Integration cannot be installed on the same workstation.
Upgrade Lync Integration procedures
This task flow shows the procedures you perform to upgrade Lync Integration.
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Migrating from Communicator Add-in to Lync Integration
Navigation
• The process to uninstall Communicator Add-in and Lync Integration is the same. See Uninstall Lync
Integration on page 99.
• For the procedure to uninstall Microsoft Office Communicator, see the Microsoft documentation.
• For the procedure to install Microsoft Lync 2010, see the Microsoft documentation.
• Before installing Lync Integration, review the chapters listed under Work flow for deploying Lync
Integration on page 53 to ensure that all prerequisites have been met. To install Lync Integration,
see Deploy Lync Integration on the desktop on page 69
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