Administering Avaya Microsoft Lync Integration on

Administering Avaya Microsoft Lync Integration on
Administering Avaya Microsoft Lync
Integration on Avaya Aura®
Release 6.3.2
NN10850-014
Issue 3.03
December 2014
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Contents
Chapter 1: New in this Release................................................................................................ 7
Chapter 2: Introduction............................................................................................................ 8
Avaya Client Applications Documents....................................................................................... 8
Finding documents on the Avaya Support website............................................................. 10
Support................................................................................................................................ 10
Avaya Mentor videos............................................................................................................. 10
Chapter 3: Lync Integration overview................................................................................... 12
Language support................................................................................................................. 13
Lync Integration features........................................................................................................ 13
Interoperability...................................................................................................................... 15
Lync Integration network........................................................................................................ 15
Lync Integration support for Microsoft Office 365................................................................ 17
®
Chapter 4: Lync Integration on Avaya Communication Server 1000 with Avaya Aura
architecture............................................................................................................................. 19
®
CS 1000 with Avaya Aura features........................................................................................ 20
®
CS 1000 with Avaya Aura administration............................................................................... 21
Chapter 5: Lync Integration Virtual Desktop architecture.................................................. 22
Lync Integration Virtual Desktop features................................................................................ 23
Avaya VDI Communicator deployment.................................................................................... 23
Lync Integration feature enhancements with Avaya VDI Communicator............................... 24
Virtual Desktop interoperability requirements........................................................................... 24
Chapter 6: Lync Integration key components...................................................................... 26
Microsoft Lync client.............................................................................................................. 26
Lync Integration.................................................................................................................... 26
Microsoft Lync Server............................................................................................................ 27
Service providers.................................................................................................................. 27
Supported desk phones (hardware)........................................................................................ 27
Approved headsets................................................................................................................ 28
Camera................................................................................................................................ 28
Client work station requirements............................................................................................. 29
Chapter 7: Lync Integration services.................................................................................... 31
Telephony services with Lync Integration................................................................................ 31
Lync Integration desktop life cycle.................................................................................... 34
Lync Integration operational modes.................................................................................. 34
Lync Integration telephony service limitations.................................................................... 37
Telephony presence with Lync Integration............................................................................... 40
Lync Integration presence service limitations..................................................................... 40
Video telephony services with Lync Integration........................................................................ 40
Video codec levels.......................................................................................................... 41
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Contents
Video telephony service limitations................................................................................... 41
Chapter 8: Dialing rules fundamentals................................................................................. 43
Supported phone number formats........................................................................................... 43
Recommendation for publishing phone numbers................................................................ 44
Simple dial plan..................................................................................................................... 44
Simple dial plan examples................................................................................................ 45
Advanced dial plan................................................................................................................ 47
Advanced dial plan examples........................................................................................... 48
The dialingRules.xml file.................................................................................................. 49
Chapter 9: Work flow for deploying Lync Integration......................................................... 55
Chapter 10: Port configuration.............................................................................................. 57
Chapter 11: Service provider configuration......................................................................... 58
®
Avaya Aura requirements..................................................................................................... 58
Configuring Lync Integration as an H.323 or SIP endpoint on Communication Manager........ 59
Configuring Lync Integration as a video endpoint on Communication Manager..................... 60
Chapter 12: Configure a dial plan.......................................................................................... 62
Configuring a simple dial plan................................................................................................. 64
Dial plan checklist............................................................................................................ 64
Configuring an advanced dial plan.......................................................................................... 65
Creating a dialingRules.xml file using the Centralized Administration Tool ........................... 66
Chapter 13: Deploy Lync Integration on the desktop.......................................................... 68
Installing the Configurator...................................................................................................... 70
Building the install package.................................................................................................... 71
Installing Lync Integration locally............................................................................................ 73
Installation using a command line........................................................................................... 74
Installing Lync Integration on multiple machines from a remote server................................. 76
Installing Lync Integration on a shared server for Virtual Desktop Infrastructure
deployments................................................................................................................... 77
Installing Lync Integration with Lync peer-to-peer calling enabled........................................ 78
Extracting signed Lync Integration certificates from the Configurator................................... 79
Chapter 14: Replacing the dialingRules.xml file on the workstation where Lync
Integration is installed............................................................................................................ 81
Chapter 15: Troubleshooting Lync Integration.................................................................... 82
Active call ends when logging in to the desk phone.................................................................. 83
Add-in disappears when windows are maximized..................................................................... 84
Application crashes............................................................................................................... 84
Application does not launch.................................................................................................... 85
Audio call cannot be escalated to a video call in Shared Control mode...................................... 85
Call and video status not updated after network connection is lost............................................. 86
Calls fail to originate when the phone is off the hook and the Headset button is lit....................... 86
Call forwarding disabled with certain digital phones.................................................................. 87
Different behaviors for calls made from the right-click menu and from the Phone icon................. 87
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Contents
Enabling debug when Lync Integration is not starting............................................................... 88
G729 or G722 Codec negotiation fails..................................................................................... 88
®
Incoming call error with Avaya Aura Communication Manager 5.2........................................... 89
Incoming call notification shows caller as unknown@number.................................................... 89
Install or uninstall failure: script could not be run...................................................................... 90
Invalid phone number format: published phone number does not appear to My Contacts............ 91
Launching web collaboration in a Citrix XenApp environment with Google Chrome..................... 92
Log file uninstallation error..................................................................................................... 92
Lync Integration cannot connect to servers.............................................................................. 92
Lync Integration Communicator Bar does not appear............................................................... 93
The Lync Integration Contact Card button does not appear....................................................... 94
Lync Integration does not accurately display Adhoc conference participants.............................. 94
Lync Integration may disable PC............................................................................................ 95
Lync Integration Share Now window is displayed instead of Conversation window...................... 95
Lync video pane has excessive black border around video frame when using H.264 video
codec................................................................................................................................... 96
Making a call displays Call number is not defined dialog........................................................... 96
Poor video quality when Auto Select Camera setting is selected............................................... 98
Privacy settings block contact display: published phone number does not appear to My
Contacts............................................................................................................................... 98
Scripting access to WMI is not working................................................................................... 99
Corrupt Office installation prevents Lync Integration from launching.......................................... 99
Performance issues during video calls.................................................................................. 100
Solution: Enhancing system performance........................................................................ 100
Video is not presented......................................................................................................... 101
Presence state flickers when the user is on a call................................................................... 101
User receives error messages after making a second call....................................................... 102
Lync Integration uninstallation from Control Panel fails........................................................... 103
Video calls cause high CPU usage....................................................................................... 103
Warning message when you accept an incoming call from a user set to Do Not Disturb............ 105
Chapter 16: Uninstall Lync Integration............................................................................... 106
Uninstalling Lync Integration from the local desktop............................................................... 106
Uninstalling Lync Integration from multiple machines.............................................................. 107
Chapter 17: Upgrade Lync Integration................................................................................ 109
Upgrading Lync Integration.................................................................................................. 109
Changing the Lync Integration signaling protocol................................................................... 110
Chapter 18: Back up and restore Avaya Microsoft Lync Integration............................... 111
Back up requirements for Lync Integration data..................................................................... 111
Recovering Lync Integration................................................................................................. 111
Chapter 19: Migrating from Communicator Add-in to Lync Integration.......................... 113
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Chapter 1: New in this Release
The following section details what is new in Administering Lync Integration on Avaya Aura®
(NN10850-014) for Release 6.3.2.
Support for Disconnected state
Lync Integration displays the Disconnected state when the connection to Lync Integration is lost.
Installation with peer-to-peer calling
This document contains a new procedure for installing Lync Integration with peer-to-peer calling
enabled.
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Chapter 2: Introduction
Administering Lync Integration on Avaya Aura® (NN10850-014) provides the information needed to
administer Avaya Aura® deployments on Lync Integration. Lync Integration can interwork with the
following Lync clients. You can only have one Lync client installed at a time.
• Lync 2010 client (standard)
• Lync 2013 client (standard)
• Lync 2013 Basic client
Lync Integration is intended for a network environment where the Microsoft Lync Server is deployed.
Lync Integration is a client side add-in to the Microsoft Lync 2010 and 2013 clients. Lync Integration
can be used to control an H.323 or SIP desk phone or a VDI Communicator client.
Terminology
Microsoft product names:
The following product names are used for the Microsoft Lync solution.
• Microsoft Lync Server 2010 or 2013
• Lync Server 2010 or 2013
• Microsoft Lync 2010 or 2013 (client)
• Lync 2010 or 2013 (client)
Related Links
Avaya Client Applications Documents on page 8
Support on page 10
Avaya Mentor videos on page 10
Avaya Client Applications Documents
Table 1: ACA documents for Release 6.3.x.
The following table provides a brief description of the Avaya Client Applications (ACA) customer
documentation being issued in Release 6.3.x.
Note:
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Avaya Client Applications Documents
Lync Integration for CS 1000 documents are not being updated for Release 6.3.x Information about the CS
1000 for Avaya Aura® solution (formerly known as the Collaboration Pack solution) is provided in Lync
Integration Fundamentals for Avaya Aura® (NN10850–014).
Document
number
Document title
Document type
Lync Integration documents
NN10850–014
Lync Integration Fundamentals for Avaya Aura®
Product overview, deployment, and
administration information about Lync
Integration on Avaya Aura®. This
document also provides overview
information on the CS 1000 for Avaya
Aura® solution (formerly known as the
Collaboration Pack solution).
NN10850–041
Lync Integration 2010 User Guide for Avaya
Aura®
User guide describing how to navigate
the Lync Integration 2010 interface on
Avaya Aura® and use features.
NN10850–041
Lync Integration 2010 Help Set for Avaya Aura®
Help set integrated into the
application. The help set contains the
same information as the user guide.
02-604243
Lync Integration 2013 User Guide for Avaya
Aura®
User guide describing how to navigate
the Lync Integration 2013 interface on
Avaya Aura® and use features.
02-604243
Lync Integration 2013 Help Set for Avaya Aura®
Help set integrated into the
application. The help set contains the
same information as the user guide.
Collaboration Services documents
NN10850–031
Avaya Client Applications Collaboration Services
Fundamentals
Product overview, deployment, and
administration for the Avaya Client
Applications Configurator and
Collaboration Services.
02–604198
Avaya Client Applications Configurator User
Guide
User guide for administrative users
describing the configuration options
and specializations available through
the Configurator.
02–604198
Avaya Client Applications Configurator Help Set
Help set integrated into the
Configurator tool and the Windows
Start menu. The help set contains the
same information as the Configurator
User Guide.
02-604208
Avaya Client Applications Collaboration Services
User Guide
User guide describing the features
available to users with the
Collaboration Services Office and
Browser applications.
02–604208
Avaya Client Applications Collaboration Services
Help Set
Help set integrated into the
Collaboration Services task bar menu
and the Windows Start menu. The
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Introduction
Document
number
Document title
Document type
help set contains the same
information as the Collaboration
Services User Guide.
Finding documents on the Avaya Support website
About this task
Use this procedure to find product documentation on the Avaya Support website.
Procedure
1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.
2. At the top of the screen, click Documents.
3. In the Enter Your Product Here search box, type the product name and then select the
product from the drop-down list.
4. If available, select the appropriate release number from the Choose Release drop-down list.
5. Use the Content Type filter on the left to select the type of document you are looking for, or
click Select All to see a list of all available documents.
For example, if you are looking for user guides, you can select User Guides from the
Content Type filter. Only documents in the selected category will appear in the list of
documents.
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 notes, downloads, and
resolutions to issues. Use the online service request system to create a service request. Chat with
live agents to get answers to questions, or request an agent to connect you to a support team if an
issue requires additional expertise.
Related Links
Introduction on page 8
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.
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Avaya Mentor videos
Go to http://www.youtube.com/AvayaMentor and perform one of the following actions:
Procedure
• 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.
Related Links
Introduction on page 8
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Chapter 3: Lync Integration overview
Network administrators can use their Microsoft Lync 2010 or Lync 2013 network infrastructure to
enhance existing communication services. Administrators of Microsoft networks can provide unified
communication services to Lync clients utilizing their Avaya Aura® communications infrastructure.
Lync Integration joins Avaya Aura® communications with the Lync client using Microsoft supported
APIs. The result is industry leading Avaya communications integrated into the look and feel of
Microsoft Lync. When deployed with Avaya Aura®, Lync Integration extends the functionality of the
Microsoft Lync client, providing the following telephony modes: Desk Phone mode, Other Phone
mode, and Computer mode.
• Desk Phone or Shared Control mode allows the user to control the desktop phone, with media
going over existing PBX telephony equipment.
• Other Phone mode allows the user to control a mobile, home, hotel, or other phone number.
• Computer mode allows the user to use the computer as a phone, using the media capabilities
of the computer. Computer mode is not available if users are using VDI Communicator with
Lync Integration instead of a desk phone.
For a description of the services available in Phone and Computer mode, see Telephony services
with Lync Integration on page 31.
Lync Integration interacts with the Lync 2010 or the Lync 2013 client directly using Microsoft
supported APIs. All telephony capabilities are integrated directly between Lync Integration and the
Microsoft Lync client. The Avaya solutions telephony capabilities with the Lync 2010 or 2013 client
requires only a Standard CAL (license), eliminating the need for a Microsoft voice infrastructure and
the Microsoft Lync Enterprise CAL. Remote Call Control and Enterprise Voice must be disabled on
the Lync server.
Related Links
Language support on page 13
Lync Integration features on page 13
Interoperability on page 15
Lync Integration network on page 15
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Language support
Language support
Lync Integration supports the following languages:
• English
• French, International
• German
• Italian
• Japanese
• Korean
• Portuguese, Brazilian
• Russian
• Spanish, International
• Chinese, Simplified
Related Links
Lync Integration overview on page 12
Lync Integration features
The Lync Integration solution uses the Lync 2010 and 2013 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 31.
The solution supports the following functionality:
• Support for Computer (soft client), Shared Control (CTI control of Desk phone), and Other
Phone modes when Lync Integration is interworking with a desk phone. When Lync Integration
is working with a VDI Communicator client, only the Shared Control and Other Phone modes
are supported.
• Make calls from Contact list, or search dialog box utilizing contacts’ published numbers.
• In conjunction with the Collaboration Services applications, you can make calls from Microsoft
Office applications, as well as Internet Explorer and Google Chrome web browsers. See Avaya
Client Applications Collaboration Services 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.
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Lync Integration overview
• 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.
- Call Waiting pop-up display.
• Display an incoming call window with the following functionality:
- Indicate the Incoming Caller line ID or Caller name.
- Allow the user to answer or ignore the call.
- 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.
• Check for and access new voice mail messages.
• Make a video call when Lync Integration is working with a desk phone:
- 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.
Note:
Lync Integration interworking with a VDI Communicator client does not currently support
video call functionality.
• Access the Share My Bridge feature:
- Dial in to your conference bridge or launch web collaboration from the Lync Integration bar
or from a Conversation window.
- Share conference bridge and web conference details with another user via instant message
or email.
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Interoperability
Related Links
Lync Integration overview on page 12
Interoperability
Lync Integration requires certain key components to work. Lync Integration can also optionally
interoperate with Avaya applications including:
• Avaya Collaboration Services
• Avaya Aura® Conferencing and Collaboration Agent
Tip:
For easy access to Collaboration Agent web conferencing, you can select the Remember Me
check box on the login page to save your username and password. With this option selected,
you can automatically log in to your web conference without entering your credentials every
time.
For additional information about Avaya Collaboration Services, see Administering Avaya
Collaboration Services (NN10850–031).
For information about Avaya Aura® Conferencing and Collaboration Agent, see:
• Deploying Avaya Aura® Conferencing
• Administering Avaya Aura® Conferencing
• Using Avaya Aura® Conferencing Collaboration Agent
Lync Integration network
Microsoft Lync may be deployed within an Enterprise, on premise, or within a Hosted Office 365
deployment. Lync Integration will inter-operate with Lync 2010 or 2013 clients deployed on the
user's PC. The following diagrams represent 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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Lync Integration overview
Figure 1: Lync Integration deployed in an Enterprise with an H.323 endpoint
Figure 2: Lync Integration deployed in an Enterprise with a SIP client
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Lync Integration network
Lync Integration support for Microsoft Office 365
Figure 3: Lync Integration with an H.323 endpoint deployed in a Microsoft Office 365 environment
The following image shows Lync Integration with a SIP client in an Internet deployment. In this type
of deployment, the SIP device is connected to Avaya Aura® Session Manager.
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Lync Integration overview
Figure 4: Lync Integration with a SIP client in an Internet deployment
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 Aura® system.
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Chapter 4: Lync Integration on Avaya
Communication Server 1000
with Avaya Aura® architecture
The CS 1000 with Avaya Aura® solution (formerly known as the Collaboration Pack solution) is used
to extend Lync Integration on Avaya Aura® functionality to CS 1000 users. This solution is suitable
for users who want to retain their CS 1000 desk phone and add additional Avaya Aura® functionality
such as point-to-point video support with Lync Integration. The solution does not use the Avaya
ACE™ server. Solution features include support for:
• Computer mode with point to point video.
• Other Phone mode.
The Avaya Aura® system controls calls over the user’s extension, providing support for Computer
mode. Lync Integration registers directly to Avaya Aura®, and voice and video calls are presented on
the user’s computer.
The following image provides an overview of the solution topology.
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Lync Integration on Avaya Communication Server 1000 with Avaya Aura® architecture
Figure 5: Topology for CS 1000 with Avaya Aura® solution
CS 1000 with Avaya Aura® features
The CS 1000 with Avaya Aura® solution uses the Lync client for Presence and Instant Messaging,
and leverages Lync Integration for voice and video call functionality.
The features that this solution offers in Computer mode and Other Phone mode are similar to the
features offered with a standard Lync Integration on Avaya Aura® deployment. The solution includes
the following key functionality.
• Support for video calls between peers is integrated into the Lync client.
• Ability to switch between Computer mode and Other Phone mode. Desk Phone mode is not
supported.
• Ability to make Lync Integration voice or video call from:
- Lync contact list
- Microsoft applications, including Outlook, Word, Excel, PowerPoint, and SharePoint
- Internet Explorer
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CS 1000 with Avaya Aura® administration
- Google Chrome
• Ability to escalate and de-escalate from:
- An IM conversation to a voice or video call
- A voice call to a video call
• Voice and video call options for Auto-answer or manual Accept and Decline (Ignore).
• 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 voice and video call transfer as well as escalation or deescalation of a video conference to an audio conference.
• Video interoperability with Avaya Aura®, Avaya 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.
Related Links
Telephony services with Lync Integration on page 31
Computer mode on page 35
Other Phone mode on page 35
CS 1000 with Avaya Aura® administration
Lync Integration administration for the CS 1000 with Avaya Aura® solution 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 as part of the solution
configuration. The user’s primary work phone number is not the standard CS 1000 desk phone
number.
For more information about administering the CS 1000 with Avaya Aura® solution, see White Paper/
Application Note: Configuring Avaya Communication Server 1000E and Avaya Aura® when
deploying Avaya Client Applications for Microsoft Lync.
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Chapter 5: Lync Integration Virtual Desktop
architecture
Lync Integration supports Virtual Desktop Infrastructure (VDI) deployments in Shared Control (Desk
Phone) and Other Phone modes. VDI is a desktop computing deployment strategy where a virtual
machine in the data center houses user data and applications. Monitor, keyboard, and mouse
functionality is extended to the desktop.
With this deployment, Lync Integration is installed on a centralized Citrix or VMware server in the
data center. Citrix Xen Desktop, Xen Applications, or VMware Horizon viewers provide local users
with access to applications and services, allowing users with a VDI setup to directly control their
Avaya Aura® SIP desk phone.
The following image shows Lync Integration in architectural topology for VDI deployments.
Figure 6: Virtual desktop topology
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Lync Integration Virtual Desktop features
Lync Integration Virtual Desktop features
The Lync Integration VDI solution uses the Lync client for Presence and Instant Messaging, and
leverages Lync Integration for voice call functionality. The solution offers Other Phone mode and
Shared Control (Desk Phone) mode. Shared Control mode can either operate with an Avaya desk
phone or a VDI Communicator client, with the experience similar to a standard Lync Integration
on .Avaya Aura® deployment.
The Lync Integration VDI solution includes the following key functionality:
• Support for audio calls between peers is integrated into the Lync client.
• Ability to switch between Shared Control mode and Other Phone mode. Computer mode is not
supported.
• Ability to make Lync Integration voice call from:
- Lync contact list
- Microsoft applications, including Outlook, Word, Excel, PowerPoint, and SharePoint
- Internet Explorer
- Google Chrome
• Ability to escalate and de-escalate from:
- An IM conversation to a voice call
• Option to manually Accept and Decline (Ignore) voice calls.
• Support for mid call control operations through the Lync Integration Conversation window.
These mid call control operations include:
- Mute voice
- Hold and retrieve voice calls
- Enter DTMF digits in an active call
- Multiple call handling, such as voice call transfer, or voice conference
Related Links
Telephony services with Lync Integration on page 31
Desk Phone or Shared Control mode on page 35
Other Phone mode on page 35
Avaya VDI Communicator deployment
Lync Integration supports Avaya VDI Communicator deployments. With VDI becoming more
prevalent, customers are looking to deliver unified communications (UC) and business productivity
applications on a single desktop device, removing the need to deploy a desk phone. Avaya VDI
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Lync Integration Virtual Desktop architecture
Communicator off-loads the media processing from the data center by sending real time media
directly to the client.
Avaya VDI Communicator is a software deployed on a thin client (an appliance that connects the
user’s peripherals back to the data center) or a re-purposed PC used as a VDI client. VDI
Communicator applications allow users to access their virtualized desktops in the data center.
Traditional VDI deployments focus on application hosting from the data center and not real time
communications. Real time communications that go through the data center before reaching the VDI
application add delay, latency, and media processing. Using a VDI Communicator application
instead of a traditional VDI deployment prevents these issues. VDI Communicator applications also
provide survivability, without the Lync client, so you can continue communication sessions with VDI
even after connectivity to the data center is lost.
For additional information on VDI deployment options with Lync Integration or Collaboration
Services, see Solution Description Document: Microsoft Lync 2013 with Avaya Aura® and
Collaboration Services for Microsoft Applications and Web Browsers.
Lync Integration feature enhancements with Avaya VDI
Communicator
When Lync Integration is connected to and controlling Avaya VDI Communicator, the following user
experience changes exist to enhance the experience:
• The Switch Modes button indicates that you are controlling a VDI Communicator application.
• Mute microphone functionality is exposed to the user on the Lync Integration Conversation bar.
This functionality only appears when Lync Integration is controlling an Avaya VDI
Communicator application.
Lync Integration limitations with VDI Communicator
The following limitations exist for VDI Communicator features:
• Video calls are not supported.
• Integration between Lync Integration for VDI Communicator and Session Border Controller is
not supported.
• VDI deployments can only interwork with SIP endpoints. H.323 endpoints are not supported.
Note:
As of Release 6.3.1, Lync Integration 2010 and 2013 both support VDI deployments. In Release 6.3,
only Lync Integration 2013 supported VDI deployments.
Virtual Desktop interoperability requirements
The following table summarizes the main VDI product and server requirements.
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Virtual Desktop interoperability requirements
Table 2: VDI requirements
Virtual Desktop versions
• Citrix Xen Desktop: Version 5.6
• Citrix Xen Applications: Version 6.5
• VMWare Horizon View: Version 5.3
Virtual Desktop servers
Windows 2008 R2 Enterprise for Citrix Xen Desktop, Citrix Xen
Applications, and VMWare Horizon View.
VDI Communicator
Version 1.0
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Chapter 6: Lync Integration key
components
Lync Integration features the following key components.
Related Links
Microsoft Lync client on page 26
Lync Integration on page 26
Microsoft Lync Server on page 27
Service providers on page 27
Supported desk phones (hardware) on page 27
Approved headsets on page 28
Camera on page 28
Client work station requirements on page 29
Microsoft Lync client
Microsoft Lync 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.
Users can use one of the following Lync clients:
• Lync 2010 client (standard)
• Lync 2013 client (standard)
• Lync 2013 Basic client
Related Links
Lync Integration key components on page 26
Lync Integration
This is a client side add-in to Microsoft Lync 2010 and 2013. It utilizes the Lync Client User interface
to drive Avaya Voice capabilities to the end user. Lync Integration operates in three modes: Desk
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Microsoft Lync Server
Phone mode, Computer mode, and Other Phone mode. 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.
To use Lync Integration on the Lync 2013 client, you must download the minimum patch available at
http://support.microsoft.com/kb/2825630.
Related Links
Lync Integration key components on page 26
Microsoft Lync Server
The Microsoft Lync Server provides the end user with IM and Presence aggregation functionality.
Lync Integration builds on this Lync functionality and its Lync client user interface to deliver an
Avaya voice experience.
Related Links
Lync Integration key components on page 26
Service providers
The following service provider is supported with Avaya Aura® based Lync deployments:
• Avaya Aura® Communication Manager (Computer and Desk Phone mode)
• Avaya Aura® Session Manager (for SIP)
• Avaya Session Border Controller for Enterprise (optional for SIP Shared Control or Desk Phone
mode)
Related Links
Lync Integration key components on page 26
SIP Shared Control mode interworking with Avaya Session Border Controller for Enterprise on
page 60
Supported desk phones (hardware)
Avaya H.323 and SIP phone series 46xx, 24xx, 64xx, and 96xx (except 9610) are supported with
Avaya Aura® based Lync deployments.
All SIP and H.323 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
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Lync Integration key components
information about aliasing one telephone model as another, see Using an Alias in Administering
Avaya Aura® Communication Manager (03-300509).
Note:
Digital phones are not currently supported.
Related Links
Lync Integration key components on page 26
Approved headsets
About this task
Use this procedure to obtain a list of approved headsets.
Warning:
Use headsets according to manufacturer guidelines. Avaya recommends that headsets and web
cameras are plugged in directly to the work station or docking station. The use of a USB hub
may cause performance issues and is not recommended.
Procedure
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, select 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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Client work station requirements
Table 3: 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 4: Driver versions with non HD cameras
Non HD Camera
Driver version
®
12.0.1278.0
®
Logitech Quick Cam Messenger
12.0.1278.0
Creative Live! Cam Notebook Pro
1.2.6.627
Logitech Webcam Pro 5000
®
Logitech Webcam Pro 9000
13.0.1783.0
Related Links
Lync Integration key components on page 26
Client work station requirements
The machine where Lync Integration is installed must meet the following requirements. For detailed
information about interoperability and supported versions, see http://support.avaya.com/
CompatibilityMatrix/Index.aspx.
Table 5: Hardware requirements
Processor
2 GHz
Memory
• 2 GB (32 Bit)
• 4 GB (64 Bit)
Disk space
500 MB
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, Core 2 Duo, Core i3, or higher processor
• 500 MB video RAM with 100 MB of PC memory dedicated to video
• Minimum 4 GB memory on 64 Bit systems
• Digital video camera (up to 720p is supported)
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Lync Integration key components
Table 6: Software requirements
Operating system
• Microsoft Windows 7
• Microsoft Windows 8 and 8.1
Note:
Apply the latest Microsoft patch to Windows 8.
Microsoft .Net
Release 4.0 or higher
Microsoft Lync client
• Microsoft Lync 2010 version 4.0.7577.4103 or higher
• Microsoft Lync 2013 version 15.0.4535.1507 or higher
Related Links
Lync Integration key components on page 26
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Chapter 7: Lync Integration services
Lync Integration is an add-in application that extends Microsoft Office Lync 2010 and 2013
functionality using Lync supported APIs. Lync Integration can interwork with an H.323 or SIP desk
phone, or a VDI Communicator client to provide telephony services.
Integrating Lync Integration with Microsoft Lync 2010 or 2013 enables telephony services in the
Lync client. Lync Integration customizes and configures the Lync client as part of its installation.
Note:
If you are using the Lync client 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.
Related Links
Telephony services with Lync Integration on page 31
Telephony presence with Lync Integration on page 40
Video telephony services with Lync Integration on page 40
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 7: Telephony feature descriptions
Capability
Description
Make Call
Users can make a call on their phone by:
•
•
Clicking a contact in their contact list and selecting the
2010.
Hovering over a contact’s picture and selecting the
icon in Lync
icon in Lync 2013.
• Entering a number in the Lync 2010 or 2013 dialog box.
Release Call
Users can Release a phone call by clicking the End Call button in the Lync
Integration Conversation bar.
Answer Call
Users can accept an incoming call that is presented to them via a pop-up
window.
Ignore Call
Users can ignore a phone call by clicking the Ignore Call button in the Lync
Integration Incoming Call Notification dialog box. On the PBX line, the call is
treated as an unanswered call.
Note:
In the Shared Control mode, the desk phone continues ringing after the
called party clicks the Ignore Call button. 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 pop-up window.
Note:
Lync Integration attempts to match the incoming caller number to the
user's Lync contacts. If this action is not successfully completed, the
Avaya Aura® caller name is displayed.
Forward Line
Users can activate Call Forward on their PBX line for incoming calls by
selecting the Call Forward button from the Lync Integration Bar. When the
call forwarding feature is activated, you do not receive incoming call
notifications. The user that the call is forwarded to receives an incoming call
notification, and after answering the call, a video request also appears.
Note:
When Lync Integration is in the Other Phone mode, call forwarding
functionality is disabled.
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 button on the Add-in Conversation bar.
This feature is disabled when:
• The call is paused.
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Telephony services with Lync Integration
Capability
Description
• Lync Integration is in SIP Other Phone mode.
In Lync 2013, the dial pad is dimmed when disabled. In Lync 2010, the
DTMF button is not visible when disabled.
Consult Call
When on an active call, the user can:
• Answer a call.
• Instigate a second call by clicking a contact in their contact list or entering
a number in the Lync 2010 or 2013 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
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.
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.
Make Video Call
Users can make a video call by clicking a contact in their contact list and
selecting Make Video Call.
Note:
When making a video call or escalating an audio call to a video call, the
IM pane does not appear in Lync Integration 2013. This functionality
does not apply to Lync Integration 2010.
Share My Bridge feature
With Lync Integration 2013, users can use the Share My Bridge feature to
launch web collaboration, dial in to their conference bridge, or share
conference details with another user via IM or email.
This feature is not available for Lync 2010.
Message Waiting Indication
With Lync Integration 2013, the Message Waiting Indicator button on the
Lync Integration bar lights up to indicate when users have a new voice mail
message. Users can press this button any time to dial in to voice mail box.
This feature is not available for Lync 2010.
Related Links
Lync Integration services on page 31
Lync Integration desktop life cycle on page 34
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Lync Integration services
Lync Integration operational modes on page 34
Lync Integration telephony service limitations on page 37
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 or 2013 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 may be restarted after the computer returns from sleep or after an intermittent
network outage. When Lync Integration is restarted, the Conversation bar is attached to each
Conversation window. This makes the Conversation window appear active even though nothing has
changed in the window.
If required, Lync Integration can be started from the Windows Start menu under Programs > Avaya
> Lync 2010 Integration or Lync 2013 Integration. To stop Lync Integration for the current
Windows session, use the shutdown.bat file available in the Program Files installation folder.
Related Links
Telephony services with Lync Integration on page 31
Lync Integration operational modes
Lync Integration supports the following operational modes:
• Desk Phone (also called Shared Control when using a VDI Communicator client instead of a
desk phone)
• Computer
• Other Phone
Select the mode from the Lync Integration bar. In order to select Other Phone 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.
Related Links
Telephony services with Lync Integration on page 31
Computer mode on page 35
Desk Phone or Shared Control mode on page 35
Other Phone mode on page 35
Disconnected state on page 36
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Telephony services with Lync Integration
Computer mode
Computer mode allows the Lync client to use the computer as a phone. Lync Integration uses Avaya
UC Desktop Engine capabilities to use the media capabilities of the computer.
Computer mode is not available when Lync Integration is interworking with the VDI Communicator
client. This mode is only available when Lync Integration is interworking with a desk phone.
Related Links
Lync Integration operational modes on page 34
Desk Phone or Shared Control mode
Desk Phone or Shared Control mode allows Lync Integration to control the desk phone or VDI
Communicator client. Lync Integration uses Avaya UC Desktop Engine capabilities to remotely
control media anchored on the VDI client or desk phone.
The icon that indicates that the VDI Communicator client is in Shared Control mode looks like the
Computer mode icon (
) with a Using VDI tool tip.
Related Links
Lync Integration operational modes on page 34
Other Phone mode
Use Other Phone mode when you are away from the office and would like to use 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. Unlike Computer mode, this mode is configured
for toll-quality audio and optimizes audio through the other phone.
All calls made and received in Other Phone mode work through the Avaya Aura® system. 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. All outgoing calls appear as originating
from the primary work phone number because Avaya Aura® hides the identity of the other device
from the remote party.
To use this mode, you must have a separate telephone line available at your remote location.
Provisioning Telecommuter phone number
Before using Other Phone mode, provision telephone numbers for Other Phone mode
(Telecommuter numbers) under the Settings > Devices panel in Lync Integration.
Launching Other Phone mode
When launching Other Phone mode from the Lync Integration bar, select which Telecommuter
number to use.
When Other Phone mode is activated, you are logged out of your normal phone extension. When
you exit Other Phone mode, your extension number returns to the normal phone extension. If there
is no desk phone or if the phone is unavailable, the line appears logged off from the phone system.
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Lync Integration services
Originating calls
When a call is initiated in Other Phone mode, Avaya Aura® makes an initial call to the Telecommuter
number selected. The Telecommuter device rings, and when the call is answered, Avaya Aura®
calls the remote party’s number. To the remote party, the call appears to be initiated from your main
work phone number. When the remote party answers the call, Avaya Aura® joins both calls into a
single two-party call.
Incoming calls
Incoming calls to your work phone number are directed to the Telecommuter number being used.
The incoming call alert appears on Lync Integration. It is not possible to answer the call from an
incoming call notification. Instead, you must answer the call on the device directly.
You cannot answer an incoming call in Other Phone mode if another call is already in progress.
Managing active calls
You should manage all active calls in Lync Integration. The only active call action supported on the
Telecommuter device is End Call. This is because the Telecommuter device is not aware of the
work phone number or the features associated with this number. Any call operation invoked on the
device occurs independently of Avaya Aura® and is not reflected on Lync Integration. These call
operations are not visible to the remote party.
DTMF digits can optionally be entered on the device. If Lync Integration is provisioned for a SIP line,
the DTMF digits must be entered on the device directly.
Unsupported environments
• Video calls are not supported in Other Phone mode.
• You cannot use a co-worker’s extension as a Telecommuter number. If you want to use a coworker’s phone, you must log out the co-worker’s phone manually and log in to it with your
credentials. This way, you can continue using the features provisioned for your extension on
Lync Integration with the co-worker’s phone device.
Related Links
Lync Integration operational modes on page 34
Disconnected state
The Disconnected state appears on the Lync Integration bar in place of the operational mode for
Desk Phone mode, Computer mode, or Other Phone mode. The Disconnected state appears for
several reasons, such as the following:
• Lync Integration cannot connect to Avaya Aura® Communication Manager or Avaya Aura®
Session Manager.
• The configuration data is missing or incorrect.
• The network connectivity is lost or poor.
• The Shared Control resource (desk phone) is unavailable.
• Policy-based log outs are initiated by the server.
In the Disconnected state, Lync Integration automatically tries to connect to Avaya Aura®. If the
connection is not established, you might need to select the mode from the Lync Integration mode
menu to connect.
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Telephony services with Lync Integration
Lync Integration 2010 does not display the Disconnected state when the Lync 2010 client is not
logged in to the Lync server.
Related Links
Lync Integration operational modes on page 34
Lync Integration telephony service limitations
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
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 pop-up
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 call back, 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.
• 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.
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• The Conversation window of a conference participant does not show other conference
participants.
• Participants may see a Conference window instead of the standard Conversation window with
the conference host. In the Conference window, individual conference participants might not be
listed.
• After a participant drops in a three-party conference call, the Conference window might not
become a Conversation window as expected.
• 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 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 Communicator for Windows) 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, Lync Integration does not.
For each user, only a single Lync Integration session can be running. To avoid contention for
telephony resources, only a single session of Lync Integration can run on a workstation at any time.
Multiple published work phone numbers
Lync Integration cannot support multiple published work phone numbers. The published work phone
number must match the number defined in Active Directory.
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, 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.
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Telephony services with Lync Integration
Conference calls with the People Options button
In a Lync 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 Aura® 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 Retrieve 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.
Multiple Device Access
Lync Integration does not support Multiple Device Access (MDA) configuration. You can only log in
to Lync Integration with one extension at a time.
Dual provisioning (H.323 and SIP)
Lync Integration can be provisioned for either SIP or H.323 provisioning, but does not support dual
provisioned SIP and H.323 lines.
Limitations specific to SIP Shared Control mode
Support for 96x0 series phones
SIP 96x0 endpoints are not currently supported in Shared Control mode.
Support for 1100 series phones
SIP 1100 series endpoints are not currently supported in Shared Control mode.
No support for video
Video calls are not currently supported in SIP Shared Control mode.
Conversation window does not re-appear after logging out and logging back in
When you sign out of the Lync client and sign back in while on an active call, the Lync Integration
Conversation window should re-appear. However, in SIP Shared Control mode, when the user logs
back in to the Lync client, the Conversation window does not re-appear as expected and the user
cannot control the call with Lync Integration.
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Telephony presence with Lync Integration
The Lync Integration telephony presence implementation enables the Busy – In A Call status for a
Lync user. Other Lync 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 the Lync client, the presence option
Busy – In A Call is available in the list of presence options.
Do Not Disturb
While the Lync 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® 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
Do Not Disturb presence state
In the Phone mode, even if the presence status is Do Not Disturb, the phone rings.
Instant messages not delivered
When you try to send an IM, you receive an error message: unknown@number could not be
found so the message was not sent.
Video telephony services with Lync Integration
Lync Integration deployed with the Avaya Aura® communication system can support video telephony
services when interworking with a desk phone.
Note:
Video telephony services are not supported when Lync Integration is interworking with a VDI
Communicator client.
The following table lists the functionality supported for Lync Integration.
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Table 8: Video telephony feature descriptions
Capability
Description
Make Video Call
Users can make a video call with Lync Integration 2010 by right-clicking a
contact name and selecting Make Video Call from the Persona menu.
With Lync Integration 2013, users can initiate a video call in one of the
following ways:
• Right-click a contact name and select Make Video Call from the menu
•
Hover over a contact’s name or presence status icon. When the
icon
appears, select the appropriate number under Voice and Video Call in
the contact card.
Escalate to video call
Users can escalate a current call to a video call by clicking 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.
Video codec levels
The Lync Integration Settings > Video panel provides an option to adjust the H.264 codec level.
When you set the video codec resolution to a high level, the encoded video resolution also
improves. As your video resolution becomes higher, the CPU usage required for video also
increases. However, some applications do not support low video codec levels.
Tip:
Avaya recommends keeping the video codec level setting to 3.1. This is the default level for
Avaya UC clients.
Video telephony service limitations
The following limitations apply to video calls.
Video calls in SIP Shared Control mode
Video calls are not currently supported in SIP Shared Control mode.
Video between SIP and H.323 endpoints
Escalation and de-escalation of video calls between SIP and H.323 signaling endpoints is not
always possible. The signaling of the remote endpoint is hidden from Lync Integration, so even if the
call is initialized as a voice and video call, you may not be able to re-escalate the call to a video call
from Lync Integration.
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Transferring video calls
Active video calls with Avaya Scopia® endpoint using Lync Integration cannot be transferred to any
other Avaya Scopia® endpoints.
Video calls with Avaya Scopia® endpoints and Polycom HDX H.323 endpoints
On a video call with Avaya Scopia® 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 endpoints are not currently supported.
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Chapter 8: 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.
Related Links
Supported phone number formats on page 43
Simple dial plan on page 44
Advanced dial plan on page 47
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 9: Supported phone number formats
Format
Example
Description
E.164 DID
+17776671234
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 non-DID
+17776670000;ext
=1234
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. When this phone number
format is detected, the system dials: +17776670000,1234. This
allows the Avaya Aura® auto-attendant functionality to route the call
to extension 1234.
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.
Recommendation for publishing phone numbers
Do not leave users to publish their own phone numbers in the Lync client. 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.
Simple dial plan
You must configure a dial plan to enable the telephony features of 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.
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Simple dial plan
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
Dialing number as
Entered number
Dialed number
Extension
E.164
+16133568293
8293
International
01116133568293
901116133568293
National
6133568293
8293
Local
3568293
8293
Extension
8293
8293
Short code
500
500
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
Local
National
International
United Kingdom dial plan example
E.164 Number +44 1628 5xxxxx
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Dialing rules fundamentals
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
Dialing number as
Entered number
Dialed number
Extension
E.164
+441628515068
15068
International
00441628515068
900441628515068
National
01628515068
15068
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
Local
National
International
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Advanced dial plan
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.
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.
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Dialing rules fundamentals
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 45 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.
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
48
Number to dial to access an outside line
9
Your country code
44
Your area/city code
01628
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Advanced dial plan
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 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.
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.
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Dialing rules fundamentals
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 client sign in.
Note:
If the new dial plan rules are not applied after a Lync 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>
<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>
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Advanced dial plan
<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>
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.
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Dialing rules fundamentals
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.
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>
<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>
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Advanced dial plan
These rules apply when the internal extension is not a subset of the published E.164 number.
<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 dialing 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/XMLSchema-instance"
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>
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
dialing 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 nonenterprise numbers into numbers that can be dialed with the appropriate prefixes. The simple dialing rules
will try and normalize 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:
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Dialing rules fundamentals
Advanced dialing rules when an enterprise is using non-DID extensions for Lync enterprise contact
phone numbers
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/XMLSchema-instance"
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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Chapter 9: Work flow for deploying Lync
Integration
This section illustrates the high level work flow required to deploy Lync Integration and lists the
requirements for the network components.
Lync Integration deployment notes
The following limitations apply to deployment of Lync Integration:
• 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 may not integrate with other third party add-ins to the Microsoft Lync software.
If Lync Integration fails to load after the installation of a third party add-in, you must reinstall
Lync Integration.
• If Lync Integration and Avaya one-X® Communicator Release 6.1 or earlier are installed on the
same machine, the Avaya 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
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Chapter 10: 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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Chapter 11: 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 58
Related Links
Avaya Aura requirements on page 58
Avaya Aura® requirements
• 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 PSA
for IP Telephones?
N
Communication Manager
system parameters — features
Unhold?
N
Communication Manager
system parameters ip-options
Periodic Registration Timer
(min)
1
• 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 or SIP endpoint on
Communication Manager on page 59 for all Lync Integration endpoints.
• Perform the procedure Configuring Lync Integration as a video endpoint on Communication
Manager on page 60 for all Lync Integration endpoints that use video.
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Avaya Aura® requirements
Configuring Lync Integration as an H.323 or SIP 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. Use the Communication Manager IP address to establish an SSH session.
b. Log in to the Communication Manager.
c. Enter sat.
d. 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 59 and 4 on page 59 for each Lync Integration endpoint you want to
configure on Communication Manager.
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Service provider configuration
SIP Shared Control mode interworking with Avaya Session Border
Controller for Enterprise
SIP endpoints in Lync Integration Shared Control (Desk Phone) mode can interwork with the Avaya
Session Border Controller for Enterprise to provide additional network security and allow users to
use Lync Integration in Shared Control mode without logging in to the enterprise network.
For information about enabling Shared Control on the Avaya Session Border Controller for
Enterprise and about setting up remote user support on the SIP endpoint, see the following
documents:
• Administering Avaya Session Border Controller for Enterprise
• “Shared Control” in the Release 6.2 Avaya Session Border Controller for Enterprise Release
Notes
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. Use the Communication Manager IP address to establish an SSH session.
b. Log in to the Communication Manager.
c. Enter sat.
d. 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.
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Avaya Aura® requirements
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 60, 3 on page 60, and 4 on page 61 for each Lync Integration
endpoint you want to configure for video calling.
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Chapter 12: Configure a dial plan
You must configure a dial plan to enable the telephony features of 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 43.
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
Related Links
Configuring a simple dial plan on page 64
Configuring an advanced dial plan on page 65
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 65.
For examples of a simple dial plan, see Simple dial plan examples on page 45
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 long-distance calls
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
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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 line
The digit or digits you must dial to access an outside line.
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
supports internal extensions of varying lengths, enter the length
numbers separated by comas. For example, if you use threedigit, five-digit, and seven-digit 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 48.
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Configure a dial plan
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 sign in. See Replacing
the dialingRules.xml file on the workstation where Lync Integration is installed on page 81.
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 oneX® 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.
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.
66
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.
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Field
Description
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.
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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Chapter 13: Deploy Lync Integration on the
desktop
Prerequisites
The machine where Lync Integration is installed must meet the following requirements:
Table 10: Hardware requirements
Processor
2 GHz
Memory
• 2 GB (32 Bit)
• 4 GB (64 Bit)
Disk space
500 MB
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, Core 2 Duo, Core i3, or higher processor
• 500 MB video RAM with 100 MB of PC memory dedicated to video
• Minimum 4 GB memory on 64 Bit systems
• Digital video camera (up to 720p is supported)
Table 11: Software requirements
Operating system
• Microsoft Windows 7
• Microsoft Windows 8 and 8.1
Note:
Apply the latest Microsoft patch to Windows 8.
Microsoft .Net
Release 4.0 or higher
Microsoft Lync client
• Microsoft Lync 2010 version 4.0.7577.4103 or higher
• Microsoft Lync 2013 version 15.0.4535.1507 or higher
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Deploy Lync Integration on the desktop
Microsoft Lync SDKs are backward and forward compatible, allowing customer applications written
for the Lync 2010 client to also work with the Lync 2013 client. Lync Integration 2013 uses the Lync
2013 client SDK to achieve the optimal integrated experience. This means that if both Lync
Integration 2013 and Lync Integration 2010 are installed on the same workstation, the Microsoft
custom menu commands appear once for each instance of Lync Integration installed. Therefore,
you should only have one version of Lync Integration installed on the workstation.
This task flow shows the procedures you perform to deploy Lync Integration on the desktop. 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 109.
Important:
To avoid performance issues, apply the latest Microsoft recommended patches to each work
station before deploying Lync Integration.
Related Links
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Deploy Lync Integration on the desktop
Installing the Configurator on page 70
Building the install package on page 71
Installing Lync Integration locally on page 73
Installation using a command line on page 74
Installing the Configurator
Install the Avaya Configurator. The Configurator is an administrative tool used to configure and build
the install packages for Lync Integration prior to distribution to end users.
Before you begin
• You are running one of the following operating systems:
- Microsoft Windows 7
- Microsoft Windows 8
- Microsoft Windows 8.1
• You have Microsoft .NET Framework 4.
• You have the Configurator.msi file on your desktop.
Procedure
1. Double-click the Configurator.msi file to launch the Windows installer for the Avaya
Collaboration Services Configurator.
2. When the Avaya Collaboration Services Configurator installer opens, click Next.
3. When the Avaya Collaboration ServicesConfigurator 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 theAvaya
Collaboration Services Configurator, and click Next.
6. In the Confirm Installation window, click Next to start the installation.
The system displays the message: Please use Windows Update to check for any critical
updates to the .NET Framework.
7. In the Installation Complete window, click Close to exit the setup wizard.
The Avaya Collaboration ServicesConfigurator icon appears on your desktop.
Related Links
Deploy Lync Integration on the desktop on page 68
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Building the install package
Building the install package
Build the install package for Lync Integration.
Lync Integration can integrate with the Collaboration Services (Office and Browser Add-in
applications) to provide a unified user experience across all Avaya desktop applications. For more
information, see Administering Avaya Collaboration Services (NN10850–031).
Note:
When Lync Integration is installed, it is automatically enabled in Internet Explorer (IE). For
Collaboration Services to work with Lync Integration installed, you must disable the Lync
Browser Helper add-in.
The Configurator builds the following files:
• LyncIntegration.zip — The Lync Integration software.
Before you begin
• You have installed the Configurator.
• You must be able to define the following configuration variables:
Variable
Description
General Settings
Signal Protocol
From the drop-down menu, select whether you are using SIP or H.323
signaling.
Communication System Type
The options are:
• Avaya Aura
• Avaya Aura: VDI
• CS 1000: Aura
Integration Type
For Avaya Aura®, the options are:
• Computer Only
• Phone Only
• Computer & Phone
For CS 1000 with Avaya Aura®, 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 Address
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.
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Variable
Description
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.
Server Transport Protocol
Choose one of the following options:
• TCP
• TLS
• UDP
Server Port
If required, update the server port number. The default port number is
5061.
SIP Domain
Specify the SIP domain name if you are using a SIP endpoint. For
example, transport=tls.
Important:
To use Lync Integration with a SIP endpoint in Shared Control mode,
the transport type must be set to TLS. The TCP transport type works
for Computer mode, but not for Shared Control mode.
Specify Local UDP/TCP Port
Range Preference
Update the default low and high UDP and TCP port range if required.
Support Email Address
Enter a support email address for users to report issues and send log files.
Support Multiple Devices
Select this option to enable multiple devices for Lync Integration.
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.
Dialing Settings
See Configure a dial plan on page 62
If you are configuring an advanced dialing plan and will be deploying a dialingRules.xml file, you must
know the location of the file.
Procedure
1. Double-click the Avaya Collaboration Services Configurator icon to open the Configurator
tool.
2. Read the information in the Welcome screen, and then click Next.
3. In the Collaboration Service Configuration screen, under Lync Integration, select Build
Lync Integration, and then click Next.
4. In the Microsoft Lync Settings window, click Change.
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Installing Lync Integration locally
5. Under the General Settings and Dialing Settings tabs, enter the details for your
deployment.
6. If you are deploying a dialingRules.xml file, click the Specify Dialing Rules XML File
check box under the Dialing Settings tab, and then click the folder icon. Navigate to the file
location and click Open.
7. If required, under the Additional Settings and Video Settings tabs, specify the settings that
you want to use.
8. Click OK to return to the Configurator wizard.
9. In the Microsoft Lync Settings window, click Next.
10. Follow the instructions in the Configurator wizard to finish configuring the installation
packages. For more information, see Configuring the installation packages for the
Collaboration applications with Lync Integration in Administering Avaya Collaboration
Services (NN10850–031).
11. 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.
12. Unzip the Lync Integration files, and extract the .msi file.
Related Links
Deploy Lync Integration on the desktop on page 68
Installing Lync Integration locally
Use this procedure to install 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 or Lync 2013.
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 the
log file. See Installing 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 client must be installed before Lync Integration is installed.
About this task
The log and support directories can be found under APPDATA.
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Note:
AppData is a hidden Windows folder that contains user data and settings information. The
location of the AppData folder can vary.
Procedure
1. If open, exit Microsoft Lync.
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. Double-click the Microsoft Lync SDK installation file:
LyncSdkRedist-4.0.7577.124.msi for 2010 installations or lyncRuntime.msi for
2013 installations, and then follow the instructions to complete the installation.
6. Double-click the Lync Integration installation file LyncIntegration-<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.
7. Start the Lync client.
8. Start Lync Integration.
From the Windows Start menu, select Programs > Avaya. For Lync 2010 clients, select
Lync 2010 Integration > Lync Integration. For Lync 2013 clients, select Lync 2013
Integration > Lync Integration.
Note:
You only need to start Lync Integration after the initial installation. For subsequent Lync
client startups, Lync Integration also starts.
9. If the Lync Integration Settings window opens with the Phone tab displayed, enter your
Extension number and the Password for your extension.
Related Links
Deploy Lync Integration on the desktop on page 68
Installation using a command line
You can install Lync Integration using a command line. Installation command lines start with
msiexec /i LyncIntegration-msi and follows with other command information depending on
the type of deployment you are performing.
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Installation using a command line
Table 12: Command line format
Switch
Signalprotocol
Description
Value
Default value
Usage example
SIP protocol
installation.
SIP
H.323
signalprotocol=S
IP
IP address of the
SIP server.
<ipaddress>
N/A
ONEXSIPPROXYSERV
ERLIST=xxx.xxx.x
xx.xxx
<ipaddress>:<por
t>;transport=<tc
p or tls>
N/A
Example for SIP,
For SIP protocol
ONEXSIPPROXYS
ERVERLIST
ONEXSIPCONTRO IP address of the
LLERLIST
SIP controller.
ONEXSIPCONTROLLE
RLIST=xxx.xxx.xx
x.xxx;transport=
tls.
For H.323 ,
ONEXSIPCONTROLLE
RLIST=xxx.xxx.xx
x.xxx
SIP domain.
<sip domain>
N/A
ONEXSIPDOMAIN=xx
x.com
ENABLERESTMO
DE
Enables or disables
REST mode
true or false
false
ENABLERESTMODE=f
alse
RESTSERVERHO
ST
The REST server
name
<REST server>
N/A
RESTSERVERHOST=<
REST server>
ONEXSIPDOMAIN
For REST
, set if the switch
ENABLERESTMODE
is set to true
RESTSERVERDO
MAIN
<REST domain>
The REST server
domain
N/A
RESTSERVERDOMAIN
=<REST domain>
, set if the switch
ENABLERESTMODE
is set to true
Video
ADMINENABLEVID Enable or disable
EO
video.
1 or 0
1
ADMINENABLEVIDEO
=1
VIDEOANSWERWI
TH
Answer video
automatically.
1 or 0
1
VIDEOANSWERWITH=
1
To enable the Desk
Phone mode on
Avaya Aura®.
True or false
False
ENABLECM323SCMOD
E=true
ENABLECM323MO To enable the
DE
Computer mode on
Avaya Aura®.
True or false
True
ENABLECM323MODE=
true
Phone modes
ENABLECM323SC
MODE
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Switch
Description
ENABLETCMODE
VDIENV
Value
Default value
Usage example
To enable the Other True
Phone mode on
Avaya Aura®.
False
ENABLETCMODE=tru
e
Installation for the
VDI environment.
True
False
VDIENV=true
ONEXDIALPLANO
UTSIDELINEACCE
SSCODE
Number to dial to
access an outside
line.
<value>
N/A
ONEXDIALPLANOUTS
IDELINEACCESSCOD
E=<x>
ONEXDIALPLANC
OUNTRYCODE
Your country code.
<value>
N/A
ONEXDIALPLANCOUN
TRYCODE=<x>
ONEXDIALPLANA
REACODE
Your area or city
code.
<value>
N/A
ONEXDIALPLANAREA
CODE=<x>
ONEXDIALPLANP
BXPREFIX
PBX main prefix.
<value>
N/A
ONEXDIALPLANPBXP
REFIX=<x>
ONEXDIALPLANL
ONGDISTANCEAC
CESSCODE
Number to dial for
long distance calls.
<value>
N/A
ONEXDIALPLANLONG
DISTANCEACCESSCO
DE=<x>
ONEXDIALPLANIN
TERNATIONALAC
CESSCODE
Number to dial for
international calls.
<value>
N/A
ONEXDIALPLANINTE
RNATIONALACCESSC
ODE=<x>
ONEXDIALPLANE
XTENSIONLENGT
HLIST
Extension length for <value>
internal extension
calls.
N/A
ONEXDIALPLANEXTE
NSIONLENGTHLIST=
<x,y>
ONEXDIALPLANN
ATIONALPHONEN
UMBLENGTH
Length of national
phone numbers.
<value>
N/A
ONEXDIALPLANNATI
ONALPHONENUMBLEN
GTH=<x>
ONEXDIALPLANN
ATIONALPHONEN
UMBLENGTH
Include area or city
code while making
a local call.
<value>
N/A
ONEXDIALPLANLOCA
LCALLPREFIX=<x>
Dialing rules
Installing Lync Integration on multiple machines from a remote
server
To facilitate the integration of the 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-<release#>.msi<extension 1><extension
2><extension 3> REBOOT=ReallySuppress /L*v LyncIntegration.install.log /q
Installation notes
• The Microsoft Lync 2010 or 2013 client must be installed before Lync Integration is installed.
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• You must have the Lync Integration .msi file. Extract the .msi file from the .zip file created
by the Configurator.
• The /q parameter stops running the Lync 2010 or 2013 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 by an end user during the installation can result
in a failed installation. The LyncIntegration.install.log will indicate the operation is
complete. Allow enough time for completion of the operation prior to re-starting the Lync client
(up to 1 minute 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:
1. 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.
2. Right-click Command Prompt and select Run as administrator.
Lync Integration will start the next time Microsoft Lync is started after logging into Windows. To start
Lync Integration without restarting Windows, from the Windows Start menu, select Programs >
Avaya. For Lync 2010 clients, select Lync 2010 Integration > Lync Integration. For Lync 2013
clients, select Lync 2013 Integration > Lync Integration.
To validate the installation, view the log file LyncIntegration.install.log. The file contains
text readable output of the installation process and indicates successful installation of Lync
Integration.
Installing Lync Integration on a shared server for Virtual Desktop
Infrastructure deployments
Before you begin
• You must have administrative privileges on the local desktop.
• Build the install package for VDI with the Configurator.
• You must have the Lync Integration .msi file. Extract the .msi file from the .zip file created by
the Configurator.
• The Microsoft Lync client must be installed before Lync Integration is installed.
About this task
Use this procedure to install Lync Integration where the installation software is on a shared server,
such as Citrix. Lync Integration must be installed on the same machine as the Microsoft Lync client.
Procedure
1. If open, exit Microsoft Lync and Internet Explorer.
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2. Open Windows Explorer and navigate to the location of the Lync Integration zip file.
3. Unzip the file to a folder on your machine.
4. Open a Command window.
5. In the Command window, change to the directory where you unzipped the contents of the
Lync Integration zip file.
6. Double-click the Microsoft Lync SDK installation file:
LyncSdkRedist-4.0.7577.124.msi for 2010 installations or lyncRuntime.msi for
2013 installations, and then follow the instructions to complete the SDK file installation.
7. In the Command window, enter msiexec /i
LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
VDIENV=true /L*v [LyncIntegration].install.log /q
8. Follow the instructions to complete the installation.
If you receive a prompt to restart, you must reboot your machine to complete the installation.
Next steps
Once the installation is complete, you should check the log files. The log and support directories are
located under APPDATA.
Note:
AppData is a hidden Windows folder that contains user data and settings information. The
location of the AppData folder can vary.
Installing Lync Integration with Lync peer-to-peer calling enabled
Before you begin
You must disable either Avaya Video or Microsoft Video on the computer to avoid resource conflicts
for the camera.
About this task
Use the following procedure to enable the Lync Integration UC Telephony setting during a command
line installation.
Important:
Lync peer-to-peer calling should not be enabled in conjunction with virtual desktop infrastructure
deployments.
Procedure
1. In the command line, use CD to change the directory to the location with the extracted folder
that contains the Lync Integration set up.
2. Enter the following string: msiexec /i Lync2013Integration<x64 or x86><release#>.msi LYNCTELEPHONYMODE=?, where ? indicates a Microsoft UC Telephony
setting of 0 or 5.
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If Lync UC is on, the setting is 0. If Lync UC is off, the setting is 5.
Note:
If the file name is different from Lync2013Integration<x64 or x86><release>.msi, change the file name.
You can make calls using two different call controls when the Lync UC is active. Avoid
running both the call paths simultaneously as one call cannot be on hold when another call is
active.
3. If an error occurs, reverse the registry entry.
You can manually change the Lync TelephoneMode to a value of 5 on the affected
computer by modifying the registry.
HKEY_CURRENT_USER\Software\Policies\Microsoft\office\15.0\Lync
.
Extracting signed Lync Integration certificates from the
Configurator
About this task
The Lync Integration digital signature is invalid when you install Lync Integration using the
Configurator. Use the following procedure to extract the signed Lync Integration digital certificate
from the Configurator.
Procedure
1. Open the Configurator installer: ACA.Configurator.msi.
2. Use the following command line to extract all files to the desired location.
msiexec /a ACA.Configurator.msi /qb TARGETDIR="<desired path>"
For example, if you want to extract files to C:\Users\Downloads\ACA installer, the
command line is:
msiexec /a ACA.Configurator.msi /qb TARGETDIR="C:\Users\Downloads\ACA installer"
3. From the extracted files, navigate to the following location: <extracted file path>
\Install Packages\Lync Integration\<x64 or x86>\Lync*.zip.
4. Unzip the files.
5. Install using the following command line.
The command line should be followed by any other required command information
depending on your deployment requirements.
msiexec /i LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
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Examples of installation commands when extracting signed certificates
from the Configurator
The following are examples of installation command lines for step 5 on page 79.
Installation with Avaya Aura® deployments
msiexec /i LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
debug=true ENABLERESTMODE=false ENABLECM323SCMODE=true ENABLECM323MODE=true
ENABLETCMODE=true ONEXSIPPROXYSERVERLIST=xxx.xxx.xxx.xxx
Installation with logs
msiexec /i LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
debug=true ENABLERESTMODE=false ENABLECM323SCMODE=true ENABLECM323MODE=true
ENABLETCMODE=true ONEXSIPPROXYSERVERLIST=xxx.xxx.xxx.xxx /L*v install.log
Installation in Computer mode with the SIP signaling protocol
msiexec /i LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
debug=true signalprotocol=SIP
Installation in Phone mode or Other Phone mode with the SIP signaling protocol
msiexec /i LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
debug=true ENABLERESTMODE=false ENABLECM323SCMODE=true signalprotocol=SIP
Installation in a VDI or Citrix environment
msiexec /i LyncIntegration<release#>.msi<extension 1><extension 2><extension 3>
VDIENV=true /L*v install.log /q
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Chapter 14: 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 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 Lync Integration.
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 client to apply the
changes.
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Chapter 15: 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
Settings window and then select the Support tab.
to open the
For additional troubleshooting information, see Avaya one-X® Communicator Troubleshooting
(16-603218).
Related Links
Active call ends when logging in to the desk phone on page 83
Add-in disappears when windows are maximized on page 84
Application crashes on page 84
Application does not launch on page 85
Audio call cannot be escalated to a video call in Shared Control mode on page 85
Call and video status not updated after network connection is lost on page 86
Calls fail to originate when the phone is off the hook and the Headset button is lit on page 86
Call forwarding disabled with certain digital phones on page 87
Different behaviors for calls made from the right-click menu and from the Phone icon on page 87
Enabling debug when Lync Integration is not starting on page 88
G729 or G722 Codec negotiation fails on page 88
Incoming call error with Avaya Aura Communication Manager 5.2 on page 89
Incoming call notification shows caller as unknown@number on page 89
Install or uninstall failure: script could not be run on page 90
Invalid phone number format: published phone number does not appear to My Contacts on
page 91
Launching web collaboration in a Citrix XenApp environment with Google Chrome on page 92
Log file uninstallation error on page 92
Lync Integration cannot connect to servers on page 92
Lync Integration Communicator Bar does not appear on page 93
The Lync Integration Contact Card button does not appear on page 94
Lync Integration does not accurately display Adhoc conference participants on page 94
Lync Integration may disable PC on page 95
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Active call ends when logging in to the desk phone
Lync Integration Share Now window is displayed instead of Conversation window on page 95
Lync video pane has excessive black border around video frame when using H.264 video codec on
page 96
Making a call displays Call number is not defined dialog on page 96
Poor video quality when Auto Select Camera setting is selected on page 98
Privacy settings block contact display: published phone number does not appear to My Contacts on
page 98
Scripting access to WMI is not working on page 99
Corrupt Office installation prevents Lync Integration from launching on page 99
Performance issues during video calls on page 100
Video is not presented on page 101
Presence state flickers when the user is on a call on page 101
User receives error messages after making a second call on page 102
Lync Integration uninstallation from Control Panel fails on page 103
Video calls cause high CPU usage on page 103
Warning message when you accept an incoming call from a user set to Do Not Disturb on page 105
Active call ends when logging in to the desk phone
User Alert
When you are in an active call in Computer mode and you log in to your desk phone while the call is
in progress, the call ends without warning. Lync Integration does not provide an indication that a call
is in progress when you log in to your desk phone.
Logs/Alarms
When you log in to your desk phone while in Computer mode, you receive a warning message
saying Computer mode was logged out. At this point, your active call is terminated.
Root Cause
When you log in to your desk phone, Lync Integration prepares to take control of your extension.
Lync Integration does not indicate that an active call is in progress.
Recovery Action
Re-initiate the lost call.
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Add-in disappears when windows are maximized
User Alert
The Lync Integration add-in disappears when users click the
icon to maximize the Conversation
window or the main Lync client 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 or the main Lync client window. Expand the window by
stretching it manually.
Related Links
Troubleshooting Lync Integration on page 82
Application crashes
User alert
Lync Integration suddenly stops working and shuts down.
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.
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Application does not launch
Application does not launch
User Alert
Lync Integration does not launch when signing into the Lync client. The Windows Start menu does
not contain the 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 .
Related Links
Troubleshooting Lync Integration on page 82
Audio call cannot be escalated to a video call in Shared
Control mode
User Alert
If the Lync Integration user is on a desk phone audio call before Lync Integration launches, the call
cannot be escalated to a video call after Lync Integration launches in Shared Control mode.
Logs/Alarms
None.
Root Cause
Lync Integration is not aware of the media capabilities at the remote end. Escalation to video is not
supported if the call is established before Lync Integration launches.
Recovery Action
After Lync Integration launches, hang up and make the call again.
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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 Integration 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.
Related Links
Troubleshooting Lync Integration on page 82
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 Integration 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 Avaya Media and Signaling engine
manages the hook state of the phone line. If the Avaya Media and Signaling 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.
Related Links
Troubleshooting Lync Integration on page 82
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Call forwarding disabled with certain digital phones
Call forwarding disabled with certain digital phones
User Alert
When you are in the Desk Phone mode on certain digital phones, such as the 1416 digital phone,
call forwarding is disabled automatically after 50 seconds. Although you set call forwarding
successfully, the call is not forwarded
Root Cause
Call forwarding is not supported on certain digital phones, such as the 1416 digital phone.
Recovery Action
None. This issue does not occur with the 1408 digital phone.
Different behaviors for calls made from the right-click
menu and from the Phone icon
User Alert
When a Lync Integration user makes a call by right-clicking a contact and selecting Make Voice
Call, the call fails. When the user makes the call by clicking the 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 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
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.
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Troubleshooting Lync Integration
Related Links
Troubleshooting Lync Integration on page 82
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.
Related Links
Troubleshooting Lync Integration on page 82
G729 or G722 Codec negotiation fails
User Alert
No User Alert Displayed
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>
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Incoming call error with Avaya Aura® Communication Manager 5.2
The config.xml file can be found under AppData > Roaming > Avaya > Lync Integration.
Note:
AppData is a hidden Windows folder that contains user data and settings information. The
location of the AppData folder can vary.
Related Links
Troubleshooting Lync Integration on page 82
Incoming call error with Avaya Aura® Communication
Manager 5.2
User Alert
With Lync and Avaya one-X® Communicator on a 5.2 Avaya Aura® Communication Manager server,
if three parties are involved in a cyclic call scenario (user A calls user B, user B calls user C, and
user C calls user A), the final call cannot be successfully answered. Any further attempts to reinitiate the call may result in the user not being able to control the Conversation window. When the
uncontrollable Conversation window is closed, the call is not terminated.
Logs/Alarms
None.
Root Cause
Unknown.
This issue does not exist on Communication Manager 6.2.
Workaround
Sign out of the Lync client and then sign back in. If this behavior persists, consider upgrading to an
Avaya Aura® Communication Manager 6.2 server or higher.
Related Links
Troubleshooting Lync Integration on page 82
Incoming call notification shows caller as
unknown@number
User Alert
The Conversation window in Lync Integration displays unknown@number.
On receiving an incoming call notification, Lync Integration attempts to match the incoming call
number with the user’s Lync contacts. If the matching is not successful, then the Avaya Aura®
calling name is displayed (if available) in the pop-up window. When the user answers the call, Lync
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Integration passes the calling number to Lync. Lync Integration provides name resolution against
the Lync address book and the user’s Outlook contacts. This may result in a different name format
being presented in the Lync Conversation window to that shown in the incoming call notification
pop-up window. If Lync does not provide a name match, then the caller’s number is displayed. If the
calling number is not presented by Avaya Aura®, then the incoming call notification window and the
Conversation window associated with this call displays unknown@number.
Logs/Alarms:
The Lync Integration log file displays the following information:
mm/dd/yyyy 15:16:18.098 Verbose 30 DiallingRules: NormalizeUri: incoming number 7000260
to 7000260 using default implementation
dd/mm/yyyy 15:16:18.099 Verbose 1 DiallingRules: NormalizeUri: incoming number
+00000000000 to +00000000000 using default implementation
mm/dd/yyyy 15:16:18.099 Verbose 1 CallEventHandler: CallEvtHandler CallEventArgs:
sessionID=2; state=alerting; calling=tel:+00000000000; called=tel:7000262;phonecontext=enterprise; reason=;32
Root Cause
Lync Integration cannot normalize the incoming call due to a mismatch in the dialing rules.
Normalization does not occur when the caller’s extension is not of the same length as provisioned in
the Extension Length field in the Settings > Dialing Rules pane.
Recovery Action
The extension length of the telephone number in the Settings > Dialing Rules pane should match
the configured dial plan of the network. In this case, update the extension length to 7,11.
Related Links
Troubleshooting Lync Integration on page 82
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.
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Invalid phone number format: published phone number does not appear to My Contacts
Recovery Action
Perform the following steps to complete the installation or uninstallation 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 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
Related Links
Troubleshooting Lync Integration on page 82
Invalid phone number format: published phone number
does not appear to My Contacts
User Alert
The Microsoft Lync client 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
documentation for information on supported formats. The following are links to online documents:
• For Lync 2010, Set Phones options and numbers for Lync 2010
• For Lync 2013, Set Phone options and numbers for Lync 2013
Related Links
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Troubleshooting Lync Integration on page 82
Launching web collaboration in a Citrix XenApp
environment with Google Chrome
In a Citrix XenApp environment, when you launch web collaboration from Lync Integration, or from
an Outlook Meeting Invitation or Reminder window with Collaboration Services, and your default
web browser is Google Chrome, the web collaboration link does not open properly. The Google
Chrome browser opens but you are not automatically directed to the web collaboration as expected.
Recovery action
Before trying to launch web collaboration from Outlook or Lync Integration, make sure the Google
Chrome browser is open. If the browser is already open, web collaboration should launch
successfully as expected.
Log file uninstallation error
User Alert
The following error message appears when uninstalling Lync Integration through the Windows
Control Panel:
Error opening installation log file. Verify that the specified location
exists and is writable.
Root Cause
This issue occurs when Windows Installer Logging is enabled, but the Windows Installer engine
cannot write the uninstallation log file correctly. For more information, see http://
support.microsoft.com/kb/2564571/en-us.
Recovery Action
Stop and restart the Explorer.exe process using Task Manager.
Lync Integration cannot connect to servers
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.
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Lync Integration Communicator Bar does not appear
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 Lync client. 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 Lync client.
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.
Related Links
Troubleshooting Lync Integration on page 82
Lync Integration Communicator Bar does not appear
User Alert
No user alert displayed.
Logs/Alarms
No Lync Integration logs.
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 Windows Start menu, select Programs > Avaya. For Lync 2010 clients, select Lync
2010 Integration > Lync Integration. For Lync 2013 clients, select Lync 2013 Integration >
Lync Integration.
• From the Lync client Tools menu, select Avaya Microsoft Lync Integration.
Related Links
Troubleshooting Lync Integration on page 82
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The Lync Integration Contact Card button does not appear
User Alert
When you hover over or click a contact in the Lync client, the Lync Integration Contact Card button
(also called the Phone button) does not appear. You cannot view Lync Integration contact cards.
Logs/Alarms
None.
Root Cause
The system has lost track of the active tuple for contacts.
Recovery Action
Switch to a different contact view, and then switch back to the desired contact view. The contact
view options, displayed in the main Lync client window, are:
• Groups
• Status
• Relationships
• New
If switching the contact view does not resolve the issue, you will need to sign out of the Lync client
and then sign back in.
Lync Integration does not accurately display Adhoc
conference participants
User Alert
During a conference call, the Lync Integration Conversation window does not accurately list all
participants. Instead, participants are listed with a name such as
Conference2@audioconference.
Logs/Alarms
None.
Root Cause
Avaya Aura® indicates when a conference call is in progress, but does not display each conference
participant.
Recovery Action
None. The Lync Integration conference experience is similar to the conference experience on the
desk phone.
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Lync Integration may disable PC
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.
Related Links
Troubleshooting Lync Integration on page 82
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.
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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 one-X®
Communicator Centralized Administration Tool (CAT) or a text editor
See Dialing rules fundamentals on page 43 for more information.
Related Links
Troubleshooting Lync Integration on page 82
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.
Related Links
Troubleshooting Lync Integration on page 82
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.
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Making a call displays Call number is not defined dialog
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>
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.
Related Links
Troubleshooting Lync Integration on page 82
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Troubleshooting Lync Integration
Poor video quality when Auto Select Camera setting is
selected
User Alert
When the Auto Select Camera option is selected under Video Settings, you may experience poor
video quality. This video quality only affects your local machine. The video quality for the other party
is not affected.
Logs/Alarms
None.
Root Cause
Underlying Avaya Media and Signaling Engine issue.
Recovery Action
1. Under Lync Integration Settings, click the Video tab.
2. In the Video Settings window, under Preferred Camera, select your camera manually
instead of using the Auto Select Camera option.
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 presence and privacy relationships also apply to Lync
Integration. For information on presence and privacy relationships, see the Microsoft Lync
documentation. The following are links to online documents:
• For Lync 2010, Presence and Privacy Relationships for Lync 2010.
• For Lync 2013, Presence and Privacy Relationships for Lync 2013.
Related Links
Troubleshooting Lync Integration on page 82
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Scripting access to WMI is not working
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 is corrupted.
Recovery Action
Use the following steps to fix a corrupted WMI repository on Windows. 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.
Related Links
Troubleshooting Lync Integration on page 82
Corrupt Office installation prevents Lync Integration from
launching
User Alert
Lync Integration does not launch.
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Troubleshooting Lync Integration
Logs/Alarms
Logs indicate a LyncClientException with error code 0x80080005.
Root Cause
The error shown in the logs indicates that the cause of this issue is a corrupt Microsoft Office
installation.
Recovery action
Try rebooting the work station. If this does not resolve the issue, use the Microsoft Office Installer to
repair the Microsoft Office installation on the work station.
Performance issues during video calls
User Alert
User experiences poor work station performance while on a Lync Integration video call. During this
time, the work station is unresponsive.
Logs/Alarms
None.
Root Cause
Insufficient memory or virtual memory.
Recovery Action
Update your system properties to improve performance. For more information, see Solution:
Enhancing system performance on page 100.
Solution: Enhancing system performance
Procedure
1. On your computer, navigate to Control Panel > System > Advanced system settings.
2. In the System Properties window, select the Advanced tab.
3. Click Settings under the Performance section.
4. In the Performance Options window, select the Advanced tab.
5. Click Change under the Virtual memory section.
6. Deselect Automatically manage paging file size for all drives.
7. Adjust the maximum virtual memory size to match the recommended virtual memory size.
8. Adjust the initial virtual memory size to be 99% of the recommended virtual memory size.
9. Click Set.
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Video is not presented
10. Click OK on all open windows to apply the new settings.
11. Restart your computer if prompted.
Video is not presented
User Alert
On a Lync Integration video call, video is not presented as expected.
Logs/Alarms
None.
Root Cause
Negotiation for the initial video session failed.
Recovery Action
If the Video window is present but the remote video stream is not presented, do the following:
1. Pause the video
2. Wait for a few seconds and then resume the video
If the Video window is not present, do the following:
1. Hold the audio call in Lync Integration
2. Wait a few seconds and then retrieve the held call
3. Re-escalate the call to video
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.
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Troubleshooting Lync Integration
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">
<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.
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Lync Integration uninstallation from Control Panel fails
Recovery Action
Change the Unhold setting in Communication Manager to N.
Related Links
Troubleshooting Lync Integration on page 82
Lync Integration uninstallation from Control Panel fails
User Alert
Lync Integration uninstallation from the Control Panel fails because a dependent process did not
shut down successfully.
Logs/Alarms
An error message pop-up window, such as the following, appears in Control Panel:
The following application is running and cannot be terminated:
Avaya Media and Signaling Engine (4456)
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
Root Cause
An engine dependency did not shut down successfully when you exited Lync Integration. Even
though the Lync Integration application is not running, one or both of the following processes might
still be running:
• LyncAddin.exe
• AvayaMediaandSignalingEngine.exe
Recovery Action
Check the Processes tab in Task Manager to see if the following processes are still running:
• LyncAddin.exe
• AvayaMediaandSignalingEngine.exe
If both processes are running, use the shutdown.bat file to shut them both down. If only the
engine process is still running, manually terminate the process in Task Manager.
Video calls cause high CPU usage
User Alert
High CPU usage during video calls. The computer may appear inoperable.
Logs/Alarms
None.
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Root cause
One or more of the following issues causes the 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:
1. Add or modify the following text in the config.xml file. The file is located under AppData >
Roaming > Avaya > Lync Integration.
<parameter>
<name>VideoH264Level</name>
<value>30</value>
</parameter>
Note:
AppData is a hidden Windows folder that contains user data and settings information.
The location of the AppData folder can vary.
2. Sign out of the Lync client and then sign in again.
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.
<parameter>
<name>VideoH264Level</name>
<value>22</value>
</parameter>
2. Sign out of the Lync client and then sign in again.
Action 3:
If the second recovery action does not resolve the problem, do the following:
1. Add or modify the following text in the config.xml file.
<parameter>
<name>VideoH264Level</name>
<value>13</value>
</parameter>
2. Sign out of the Lync client and then sign in again.
Related Links
Troubleshooting Lync Integration on page 82
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Warning message when you accept an incoming call from a user set to Do Not Disturb
Warning message when you accept an incoming call from
a user set to Do Not Disturb
User Alert
With Lync 2010, when you accept an incoming call from a user who has their presence status set to
Do Not Disturb, a dialog box shows the following message. This person does not want to
be disturbed and may not see your conversation invitation. Do you want to
send anyway?
With Lync 2013, only a warning message appears in the Conversation window. A dialog box does
not appear.
Recovery Action
In the Lync 2010 client, you can select the Do not show this message again check box in the
dialog box.
In the Lync 2013 client, no dialog box appears.
Related Links
Troubleshooting Lync Integration on page 82
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105
Chapter 16: Uninstall Lync Integration
This section contains the procedures for uninstalling the Lync Integration software deployed on the
desktop.
Related Links
Uninstalling Lync Integration from the local desktop on page 106
Uninstalling Lync Integration from multiple machines on page 107
Uninstalling Lync Integration from the local desktop
Note:
• Lync Integration must be uninstalled before the Microsoft Lync client is uninstalled.
Before you begin
• You must have administrator privileges to uninstall the application.
• Close the Lync client 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: 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.
- With Windows 7 Professional, when you attempt to uninstall Lync Integration from the Control Panel,
you may receive the following Windows Installer error:
Error opening installation log file. Verify that the specified log file location
exists and is writable.
To work around this issue, stop and restart the Explorer.exe process using Task Manager. For
more information, see http://support.microsoft.com/kb/2564571/en-us.
- You may receive a prompt to restart the system. If this occurs, you must reboot the machine to
complete the uninstallation.
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Uninstalling Lync Integration from multiple machines
Uninstallation notes
- If a version of the Avaya one-X® Communicator client lower than Release 6.1 is installed on the
same machine as Lync Integration, then the Avaya one-X® Communicator software must be reinstalled after the Lync Integration uninstallation.
- Based on industry standard practice, 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 Lync Integration and then click Remove.
3. You are prompted to confirm the uninstall. Click Yes.
Related Links
Uninstall Lync Integration on page 106
Uninstalling Lync Integration from multiple machines
Note:
• Lync Integration must be uninstalled before the Microsoft Lync client is uninstalled.
To facilitate the integration of the Lync Integration software into bulk software distribution and
installation infrastructure, the Lync Integration software can be uninstalled without end-user
intervention, using the following command.
msiexec /x LyncIntegration-<release#>.msi REBOOT=ReallySuppress /L*v
LyncIntegration.uninstall.log /q
Uninstallation notes
• The /q parameter kills the running Lync client, Lync Integration, and Avaya Media and
Signaling engine processes. The uninstallation cannot proceed if the Microsoft Lync Client is
running.
• Any interaction with the Microsoft Lync client by an end user during the uninstallation can result
in a failed uninstallation. The LyncIntegration.install.log will indicate the operation is
complete. Please allow enough time for completion of the operation prior to restarting the Lync
client (up to 1 minute for slower machines). Failure to do so will result in an unsuccessful
uninstallation and the uninstallation process must be repeated.
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• 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:
1. 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.
2. Right-click 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 Avaya one-X® Communicator lower than Release 6.1 is installed on the same
machine as Lync Integration, then the Avaya one-X® Communicator software must be reinstalled 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\Lync 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. The file
contains text readable output of the uninstallation process and indicates successful uninstall of Lync
Integration.
Related Links
Uninstall Lync Integration on page 106
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Chapter 17: Upgrade Lync Integration
This section contains the procedures for upgrading the Lync Integration software deployed on the
desktop.
Related Links
Upgrading Lync Integration on page 109
Changing the Lync Integration signaling protocol on page 110
Upgrading Lync Integration
Before you begin
• You must review the chapters listed under Work flow for deploying Lync Integration on page 55
to ensure that all prerequisites are met.
Note:
The Preferred Integration Type setting in the Configurator applies to the first time you
start Lync Integration. The Preferred Integration Type setting is default for all users. After
an upgrade, Lync Integration starts with the previously used integration type setting.
• You must close the Lync client before performing the upgrade.
About this task
Use this procedure to upgrade Lync Integration.
Procedure
1. Uninstall the old version of Lync Integration.
2. Install the Configurator.
3. Build the .msi file using the Configurator tool.
Note:
If an old version of the Configurator is installed, it must be removed before the
installation of the new Configurator.
4. Install Lync Integration.
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Upgrade Lync Integration
Note:
• At the first startup after an upgrade, Lync Integration uses the last used mode if that
mode was the Computer mode or the Desk Phone (Shared Control) mode. If the last
used mode was the Other Phone mode, Lync Integration starts using the default
provider as defined in the Configurator.
• When you upgrade Lync Integration from Release 6.2.x or 6.3.x to Release 6.3.2, you
might be prompted to enter a username and password after the upgrade. This occurs
because the old config.xml files are not copied to the new AppData/Avaya/
Avaya Microsoft Lync Integration location. This is not normal Lync
Integration behavior. With standard Lync Integration behavior, old config.xml files
are copied to the new location, and you are not prompted to enter a username and
password after the upgrade.
Related Links
Upgrade Lync Integration on page 109
Changing the Lync Integration signaling protocol
About this task
To change the Lync Integration signaling protocol (SIP or H.323), you must upgrade to a new
version of Lync Integration with the appropriate protocol. You cannot change the signaling protocol
in an existing version of Lync Integration.
Procedure
1. Uninstall Lync Integration.
2. Remove all files and directories under <User Data>\Avaya\Lync Integration\.
3. Install the new version of Lync Integration with the appropriate signaling protocol.
Related Links
Upgrading Lync Integration on page 109
Building the install package on page 71
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Chapter 18: Back up and restore Avaya
Microsoft Lync Integration
Back up requirements for Lync Integration data
Lync Integration user data is stored under AppData > Roaming > Avaya > Lync Integration.
Note:
AppData is a hidden Windows folder that contains user data and settings information. The
location of the AppData folder can vary.
Files to back up
You should back up the following xml files on your machine:
• addresses.xml
• config.xml
• devices.xml
• dialingRules.xml
• dirserver.xml
• userprofile.xml
Files that do not need to be backed up
You do not need to back up the history.xml file because this file is provided as part of the
installation.
Recovering Lync Integration
Before you begin
Back up required data. For more information, see Back up requirements for Lync Integration data on
page 111.
About this task
If the Lync Integration application installation becomes corrupt, use the following procedure to
recover the application.
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Back up and restore Avaya Microsoft Lync Integration
Procedure
1. Uninstall Lync Integration.
2. Re-install Lync Integration.
Warning:
Do not restore Lync Integration data until after the initial login following the installation.
This will prevent Lync Integration back-up data from being overwritten.
Related Links
Uninstall Lync Integration on page 106
Installing Lync Integration locally on page 73
Installing Lync Integration on multiple machines from a remote server on page 76
Installing Lync Integration on a shared server for Virtual Desktop Infrastructure deployments on
page 77
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Chapter 19: Migrating from Communicator
Add-in to Lync Integration
The Communicator Add-in is no longer supported as of Release 6.3.
This section describes the steps to follow when migrating from Microsoft Communicator with
Communicator Add-in to Microsoft Lync with Lync Integration.
Upgrade Lync Integration procedures
This task flow shows the procedures you perform to upgrade Lync Integration.
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