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10 9 8 7 6 5 4 3 2 1

Dear Reader,

Thank you for choosing Mastering Microsoft® Lync™ Server 2010. This book is part of a family of premium-quality Sybex books, all of which are written by outstanding authors who combine practical experience with a gift for teaching.

Sybex was founded in 1976. More than 30 years later, we’re still committed to producing consistently exceptional books. With each of our titles, we’re working hard to set a new standard for the industry. From the paper we print on, to the authors we work with, our goal is to bring you the best books available.

I hope you see all that reflected in these pages. I’d be very interested to hear your comments and get your feedback on how we’re doing. Feel free to let me know what you think about this or any other Sybex book by sending me an email at nedde@wiley.com. If you think you’ve found a technical error in this book, please visit http://sybex.custhelp.com. Customer feedback is critical to our efforts at Sybex.

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Neil Edde

Vice President and Publisher

Sybex, an Imprint of Wiley

This book is dedicated to my wife, Elizabeth. Your love, patience, and encouragement constantly amaze me and help me to take on challenges such as this!

—Nathan Winters

I’d like to dedicate this book to my wonderful family—my wife, Sharon, for giving me the encouragement (and space!) to keep going (not just on this book, but always!), to my daughter, Rosie, for always being right, and to my son, Jamie, who after 22 months has finally mastered the art of walking! We make a great team.

—Keith Hanna

Acknowledgments

As you can imagine (and I know for certain!), writing a book is no simple task. It is something, however, which I had been looking to do for a few years, and with the release of Lync 2010 the opportunity presented itself. How the opportunity came about is something I would like to describe, as it will let me pay tribute to one of the people who has inspired me most throughout my career and without whom, I’m far less likely to have written this book.

Mark Minasi has been the author of the Sybex Mastering Windows series since 1994. I first read his Mastering Windows 2000 when studying for my MCSE and as a result joined his online forum. I ended up moderating the Exchange section and over time became a Microsoft Exchange MVP. For the last five years, we have had a forum get-together in Virginia, USA. At the inaugural event in 2005, I gave my first technical presentation, which I later turned into an article for Windows IT Pro, kick-starting my writing career. At the last event, in 2010, I met Agatha Kim, the acquisitions editor for Sybex. We got to talking and the idea for this book was born.

Of course, to write such a book while maintaining a day job and some semblance of a personal life would have been impossible without help. To that end I asked Keith Hanna, a friend and colleague working for Microsoft in the United Kingdom, to coauthor with me. Keith has been a massive support. He not only has written half of the book, but has also shared his considerable technical knowledge of Lync with me, given guidance, and sounded the occasional rallying call when needed. Without him, this book would not exist.

Throughout the process, we have been supported, guided, and cajoled by a superb team at Sybex. Agatha helped shape the book, paring us down from some 30-plus chapters to the much more manageable and focused 19 that you see here. Jim Compton, our developmental editor, was constantly available to help ensure a standard tone for the book, to correct our sometimes ingenious uses of grammar, and to get the formatting right for Sybex. Of course, no technical book can be released without thorough cross-checking, and for that we are very grateful to Ilse Van Criekinge, our technical editor, who spent many hours going through the material replicating our examples to ensure technical accuracy. Finally, Eric Charbonneau and the copy editing team at Sybex did a wonderful job tightening up the content and laying it out as you see it today.

Outside of the Sybex team, there have also been many supporting participants. Adam Gent, Principal Microsoft Consultant for Enghouse Interactive, was kind enough to write a couple of chapters around his specialist expertise. I would also like to acknowledge support from Joanne Warden from Microsoft Consulting Services, Russ Kirk from Grey Convergence, and Matt Hurst from NET Quintum, who all contributed their significant expertise to one or more sections. Joanne, in particular, was also a great help, reading and giving directional advice about several chapters.

My thanks go to all involved in helping to create this book.

—Nathan Winters

In addition to the Sybex team (who I think chased me more than Nathan!), special thanks from me to Nathan for allowing me to help in this creation. Little did I know when he offered to buy me a coffee he had so much bigger plans! I am honored to have been asked to help with this, although since that day I do view any emails from him with deeper suspicion than they perhaps deserve.

It has been an extremely interesting (and mostly enjoyable!) journey over the past year since we started talking about this venture. Keeping with the journey aspect, my portions of this book were written/reviewed/rewritten in various countries across the world—nine at last count—and I know I would have struggled with it were it not for all those hours spent in airports and hotels with nothing else to do!

Special mention and thanks go to my technical mentors at Microsoft. There have been many who have helped, but only two who have “officially” held the Mentor title! They are Mark Fugatt, who despite my insistence on being an Exchange engineer started me down the path of Live Communications Server in my early days (I’ll never forget his advice: “Never write a book.” Sorry, Mark!); and Thomas Binder, who has guided me since the release of Office Communications Server 2007 R2 (what he doesn’t know about Edge servers isn’t worth knowing).

There are many other people I’d like to thank within Microsoft, and I think listing their names would double the length of the book! Specifically, the community around LCS/OCS and Lync, the Microsoft Certified Master community and the original COE team—guys (and gals), you have helped me many times (and continue to do so); hopefully, I can continue to be a member of these valuable communities.

My advice to others: If you work for Microsoft, join these communities; they’re invaluable. If you don’t, join your local UC user group. These guys reach out via the user groups, or Tech Ed. Catch up with these people; they don’t bite!

—Keith Hanna

About the Authors

Nathan Winters has worked in IT since graduating from the Royal College of Music (RCM) in 2003, where he studied the clarinet! His first job was at the RCM, migrating from Exchange 5.5 and Windows NT4 to Exchange and Windows Server 2003. Nathan has since worked in a variety of roles for Microsoft partners, including consultancy and practice management. He now works for Microsoft UK as a Unified Communications Technical Specialist. Before joining Microsoft, Nathan was active in the UK technical community, running the Exchange user group (MMMUG) and writing numerous articles for Windows IT Pro magazine and the MSExchange.org website, among others. He was awarded a Microsoft MVP between 2006 and 2011. On the rare occasions when he is not working, he enjoys wildlife photography and badminton.

Keith Hanna started university life at Sheffield University studying software engineering, but finished by graduating from Queen’s University, Belfast, in computer science. His first “real” job was with Lucas Aerospace as a software developer working on aircraft engine control systems—it wasn’t rocket science, but it was close! Moving to England from Ireland, Keith helped to design and deploy a communications system for the emergency services, but found his calling in Windows-based application design and support, eventually making his way to Microsoft, where he has been for over five years, working in a number of roles from engineer to consultant, and as this book goes to print, he is about to embark on a new role in service delivery. He has contributed several articles to TechNet as well as several chapters in the Lync 2010 Resource Kit. He has written training courses for OCS R2 and Lync, as well as exam questions. He is a Microsoft Certified Master. He’s not aware of any life outside work, and he will be keen to discover if such a thing exists now that the book is finished.

Introduction

This book is the first time the Sybex Mastering series has touched on the subject of Microsoft’s Unified Communications (UC) platform. With the release of Lync 2010, we are into the third generation of a platform that provides a comprehensive set of functionality, which has placed it in the top right of the Gartner Magic Quadrant for UC in 2011.

Lync is a new name for the platform, a fact that suggests the way in which the product has had a complete makeover. While there is an upgrade path from earlier versions of Office Communications Server 2007 and 2007 R2 (described in Chapter 7), there is a massive amount of new functionality in Lync, for both client and server. With this in mind, we set out to reinforce any prior knowledge you might have of the server platform, but not to assume any, and thereby take you on a journey from the key fundamentals of Lync all the way through deployment to how best to integrate Lync with third-party systems.

We have attempted to ensure that you can gain insight into real-world environments both through the use of lab systems that represent those that might be found in an enterprise network and also through the use of real-world case studies that highlight examples of our day-to-day experience as consultants to some of the world’s largest organizations.

What You Need to Run Lync Server 2010

As you read through this book, you will find that there are a range of components that all come together to make Lync function. These include the Lync Server software, Lync client, and the supporting technology from Microsoft Windows Server 2008 R2 and Microsoft SQL Server 2008 R2. Of course, there are additional pieces that can be integrated, such as gateway devices, telephone devices, and software components such as Exchange and SharePoint.

With this much complexity, you may be wondering how on Earth you are going to be able to get started with learning Lync. In addition to all the components, you will find when looking at the published minimum system requirements for Lync that the main front-end (or Standard Edition) servers require a minimum of 16GB of RAM and eight CPU cores. We cover all this in depth in Chapter 5, but no doubt you will think that is rather a challenge for a lab. Well, don’t worry! It is perfectly possible to set up a very capable lab system on a single machine. In fact, while writing this book, we ran our numerous lab systems on a variety of hardware, ranging from Dell desktops with 16GB of RAM and a pair of fast hard drives for the virtual machines to Dell Tower server hardware with 24GB and four hard drives. All in all, this is equipment that is well within the reach of any enterprise looking to get up to speed with Lync and something that anyone studying IT as they learn for their career can get hold of for not ridiculous sums.

Within the constraints of the hardware mentioned, we created our labs using Microsoft Hyper-V technology to virtualize many machines. The labs ranged from two machines covering a domain controller and a single Lync server all the way up to the migration lab, which had both OCS and Lync installed with full external communication and mediation servers for connectivity to the PSTN, where we were running ten servers on our single piece of hardware. So while for production use you must take care to size things according to best practice, in the lab you can learn a great deal with a single server, Hyper-V, some public IP addresses, public certificates, and a SIP trunk—which are all readily available for affordable amounts of money.

What’s Inside

This book is arranged in six main sections, with a couple of appendixes. The six main areas focus on key elements that help build your knowledge of Lync, starting with fundamentals that get you up to speed. We then move through getting your first Lync system up and running to administrating your system. At that point, the book takes a deep look into using Lync as your telephony platform, before moving on to cover how to integrate Lync into other systems, and we then finish with a look a Lync mobile clients. The appendices wrap up the Bottom Line learning entries from the book and conclude by taking a step back from the technical elements to discuss changes Lync may require to your business and how to make sure you have a successful implementation.

When first picking up a new book, people frequently jump straight to a chapter that answers some immediate need or interest. We have attempted to build concepts throughout this book, with most of the later chapters making the assumption that you are familiar with the previous material. We have, of course, referenced that earlier material wherever possible in case you need to brush up, but as a general recommendation, we suggest that if you’re new to Lync, you will have the most success by reading through the chapters in order.

Part 1: Fundamentals

This section covers the background information that will help you understand what makes Lync tick.

Chapter 1: What’s in Lync? This chapter runs through Lync from top to bottom, covering key concepts, features, and where Lync sits in the history of real-time communication products from Microsoft.

Chapter 2: Standards and Protocols. Like any technical product, Lync is underpinned by numerous protocols and standards that enable it to operate and interoperate with other platforms. This chapter focuses in particular on SIP, which enables the majority of Lync communications.

Chapter 3: Security. Security is front of mind for all administrators these days. In this chapter, we outline the threats to Lync and explain its architecture in a security-focused manner that will enable you to discuss requirements with your security team. We also cover some of the administrative practices needed to help you administrate Lync securely.

Chapter 4: Clients. Without clients, any server product would be pretty useless! In this chapter, we look at the clients available on a PC, Mac, browser, and telephone, and we dive deep into how the clients connect to Lync.

Part 2: Getting Lync Up and Running

This section is where you actually get hands-on with Lync. We cover planning and sizing and then both the installation and upgrade processes.

Chapter 5: Planning Your Deployment. While we are all keen to dive in and start playing with the nuts and bolts, planning is essential to ensure you achieve what is required. This chapter shows you how to plan utilizing the available tools and it helps you understand the Lync prerequisites, enabling you to choose which hardware to use and whether virtualization will work for you.

Chapter 6: Installation. By the end of this chapter, you should have installed your first Lync system. We take you through from preparing your underlying server OS, through to publishing Lync to the Internet with all the steps in between!

Chapter 7: Migration and Upgrades. Lync is the latest in a line of real-time communications products from Microsoft. This chapter shows you how to get from the earlier Office Communications Server 2007 or 2007 R2 to Lync.

Part 3: Administration

Having planned and installed Lync in the previous section, we now move on to look at administration. These chapters cover PowerShell, explain Admin roles and policies, and even look at troubleshooting.

Chapter 8: Introduction to PowerShell and the Lync Management Shell. PowerShell is what underpins the whole management interface of Lync. In this chapter, you learn what PowerShell is, how to use it, and more importantly how to work with Lync using PowerShell.

Chapter 9: Role-Based Access Control. Role-Based Access Control (RBAC) changes the granularity and ease with which an administrator can be granted permissions required for their job and only their job, allowing specific delegation of functionality to groups of people. This chapter shows you how Lync implements RBAC and how to use it to implement secure administration of Lync.

Chapter 10: User Administration. Having looked at PowerShell and RBAC, the two main concepts underpinning administration, in this chapter, we show how to manage users, enabling, disabling, and configuring them both individually and through policy, to use the Lync features they require.

Chapter 11: Archiving and Monitoring. Lync enables communication, and in many organizations communications must be archived. This chapter covers how Lync does this with the archiving role. It also covers the way in which you can inspect the communication passing through Lync, not only for quality but also more traditionally, showing who spoke with whom. Finally, we also cover how to monitor the Lync service as a whole using System Center Operations Manager (SCOM).

Chapter 12: Troubleshooting. As with any system, there will be times where things don’t work as they should. This chapter works through key troubleshooting concepts and then looks at the tools available in Lync and how to use them when trouble strikes.

Part 4: Voice

Lync is the first product from Microsoft that can truly claim to be a full-fledged telephony system (PBX). This section focuses on using Lync as your PBX, taking you from basic phone calls through to complex automated call distribution systems.

Chapter 13: Getting Started with Voice. Lync provides all the capability needed to be a large enterprise telephony platform. This chapter introduces you to the world of the PBX. It covers the features available in Lync and the architecture that supports them.

Chapter 14: Call Admission Control. One of the biggest considerations when utilizing data networks for audio and video communication is bandwidth usage. Call Admission Control enables you to map out your network and protect it from overuse. This chapter shows you how to do this with Lync.

Chapter 15: E911 and Location Information Services (LIS). Especially in North America, the ability to locate where a phone call is being made from and to provide that information to the emergency services is mandatory. This chapter discusses how to provide this functionality with Lync; it also shows how those outside of North America can use this innovative technology.

Chapter 16: Extended Voice Functionality. Lync can do far more than just basic phone calls. This chapter looks at how to implement your own audio-conferencing bridge, how to set up your own mini call center or help desk, and how to deal with other voice scenarios, such as the need to park calls for others to pick up and to deal with calls to people who have left your company.

Part 5: Integration

One of the huge benefits of Lync being a software platform is that it is very easy to extend and integrate with other systems. This section covers that extensibility looking at the way Lync integrates with both other Microsoft and non-Microsoft products.

Chapter 17: Exchange, SharePoint, and Group Chat. While Lync by itself contains a huge amount of technology, it is enhanced even further through tight integration with other Microsoft products. This chapter covers the provision of voice mail and presence integration with Exchange, and presence integration and workflow with SharePoint. We also look at Group Chat, a Lync component that provides subject-based persistent real-time communications.

Chapter 18: Third-Party Integration. In this chapter, we cover Lync as it sits at the center of a unified communications system. We cover integration with third-party PBXs, gateways (including the deployment of Survivable Branch Appliances), and video conferencing systems. We look at extending Lync with third-party software and show how to deploy the XMPP gateway to allow communication with a wide range of IM clouds, including Jabber and Google.

Part 6: Mobile Devices

Chapter 19: Mobile Devices. The final chapter of this book covers the very latest additions to Lync. In the Lync Server 2010 Mobility Services update, following Cumulative Update 4 (CU4), released late in 2011, Microsoft provided new capabilities and clients, which enabled the use of Lync on all major brands of mobile devices, including Android, Windows Phone, Symbian, and iOS. This chapter covers the new clients and the supporting server components.

Appendices

There are two appendices. The first covers all the learning points from throughout the book, and the second discusses how to successfully adopt Lync in your organization.

Appendix A: The Bottom Line. Throughout the book, the Bottom Line section appears at the end of each chapter. It asks relevant questions to help test your understanding of the material in that chapter. This appendix covers all those questions and includes the answers so you can verify yours.

Appendix B: Adoption. While this book has focused on the technology that is Lync, there is another major aspect to utilizing Lync: how do you get Lync adopted in your organization? Without a proper plan and a great team that includes people ranging from very senior personnel to those using the technology every day, you may not have great success deploying Lync. This appendix discusses some of the key elements that come together to enable a business to successfully adopt Lync.

The Mastering Series

The Mastering series from Sybex provides outstanding instruction for readers with intermediate and advanced skills in the form of top-notch training and development for those already working in their field and clear, serious education for those aspiring to become pros. Every Mastering book includes:

Real-World Scenarios, ranging from case studies to interviews that show how the tool, technique, or knowledge presented is applied in actual practice.

Skill-based instruction, with chapters organized around real tasks rather than abstract concepts or subjects.

Self-review test questions, so you can be certain you’re equipped to do the job right.

Conventions Used in This Book

Before you set off into the world of Lync described in this book, there is one final piece of information that we want you to know.

Throughout the book, we used various methods to describe things. In particular, we had many discussions about how best to describe the tools used to administer Lync. As you will see, there are two main interfaces. A web-based control panel called Lync Server Control Panel (LSCP) and a command-line shell called the Lync Server Management Shell (LSMS), which is PowerShell-based. In the book, we used the terms Control Panel and LSCP interchangeably to describe the Lync Server Control Panel, and PowerShell to describe the Lync Server Management Shell. Please don’t confuse this use of PowerShell with the standard Microsoft PowerShell shell, which is installed on Windows Server 2008 R2 by default. When working with Lync, unless explicitly stated otherwise, you should be using the Lync Server Management Shell.

How to Contact the Authors

We welcome feedback from you about this book. Obviously, it’s always nice to get messages about what you liked about the book, but we also welcome suggestions for improvements we could make in future editions. You can reach Nathan by writing to nathan@clarinathan.co.uk, and you can reach Keith at hannakeith@hotmail.com. If you are looking for information about future articles or speaking engagements, visit Nathan’s blog: www.nathanwinters.co.uk.

Sybex strives to keep you supplied with the latest tools and information you need for your work. Please check their website at www.sybex.com/go/masteringlyncserver, where we’ll post additional content and updates that supplement this book should the need arise.

Part 1

Fundamentals

Chapter 1: What’s in Lync?

Chapter 2: Standards and Protocols

Chapter 3: Security

Chapter 4: Clients

Chapter 1

What’s in Lync?

Lync Server 2010 is the latest in the line of the Communications Server platforms from Microsoft. The platform originally started with Live Communications Server 2003 (some would say with Exchange Conference Server 2000) and continued through Live Communications Server 2005, Office Communications Server (OCS) 2007, and finally Office Communication Server 2007 R2. This latest version extends the voice capabilities even further than those introduced with Office Communications Server 2007.

After finishing this chapter, you will be able to:

Describe the features of the client

Describe the features of the server

Describe the voice features

Understanding the Lync 2010 Client

As an administrator, the first thing you’ll see is the Setup tool; however, the users will see the client. Therefore, understanding what the client can and will provide is important for administrators trying to sell the business justification. It is also important in terms of what policies will need to be configured to enable (or disable) features. Lync 2010 is so much more than a simple instant messaging (IM) tool or a phone, and treating it as either end of the messaging scale will impact the way you deploy it to users. Some of the additional training capabilities freely provided by Microsoft are covered in Appendix A, “The Bottom Line.”

One of the most obvious changes with Lync 2010, compared to previous versions, is the removal (or rather incorporation) of the conferencing client, Live Meeting. Almost all communications are now handled within the one client; the exception is the Lync 2010 Group Chat client, which is still a separate downloadable client and server application.

With the 2010 edition, Lync has had a facelift; new features such as user photos have been added and it is more user friendly. As part of this makeover, the Lync 2010 client is focused around three themes:

Connect

Communicate

Collaborate

Figure 1.1 shows the client when first logged in.

Figure 1.1 The Client Startup screen

Connecting via the Lync 2010 Client

In order to communicate and collaborate, Lync client users need to be able to locate and connect to each other on the network. Over time, users will build their own contacts list (sometimes called a buddy list); however, they need to find other users to be able to create and add to the list. The basic search functionality from previous versions has been retained and has been expanded to include integration and key-skills searching within SharePoint 2010, as well as the expected Address Book search. Also new within Lync 2010 is the ability to remove the Address Book download capability and provide only an online web-based search function. Figure 1.2 shows the Client Search bar and results window when data has been entered into the search bar.

Figure 1.2 The Client Search Bar and Results Window

From these results, the User Properties box is extended to provide a lot more contextual information:

Department

Office

Work number

Mobile number

Home number

Alias

Calendar information

Location information

This contact card provides a consistent Lync 2010 client interface across all the integrated applications, such as Office and SharePoint. Connecting from other applications preserves context; if you start a conversation from an Outlook email, both the subject and the priority are carried across to the conversation windows and; the document title is transferred from SharePoint. The contact card now includes the ability to provide location information, giving users a way to quickly establish where people are currently, which can help them determine whether personal contact or a video call is the more appropriate type of communication. The location information also provides the local time for the user, which can be extremely useful when people are spread across multiple geographies.

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