Skype Operations Framework Christmas Updates – Quick Look at Quick Start and Content updates

The SOF team have given us all a festive treat before jolly Santa comes to town with some updates to the SOF website and content.

Full details can be found Here

https://techcommunity.microsoft.com/t5/Skype-Operations-Framework-Skype/A-Seasonal-gift-to-you-from-the-SOF-Team/ba-p/36225

Quick run over of the updates

Quick Start – I really like

What is quick start ?

Quick Starts an Interactive Guide to explore the SOF activities and associated assets based on your environment; whether that be a single site, multiple sites in one region, or a multi-national.

Lets take a quick look

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Click Quick Start

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Select current environment

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Select site deployment

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Click get started

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and here’s your content 🙂

I think a great way to help personalise your SOF plan and content for your deployment.

 

Also the following has been updated

SOF Plan, Deliver, Operate Phases, and SOF Academy content to incorporate the following new features of the Skype for Business Online Service:

  • Meeting Migration Service
  • Regionally Hosted Meetings
  • Skype Room Systems

 The SOF content for Regionally Hosted Meetings precedes general availability

Technical training for below to the Skype Academy

  • Meeting Migration Service
  • Skype Room Systems

Skype for Business Online Call Queue Preview Academy Summary

From the recent announcement on Microsoft Tech Community here regarding Auto Attendant and call queues in SfB Online i wanted to give a quick summary on Call queues and Auto Attendant. Ill post two posts one for Auto Attendant and one for Call queues.

I’ve just looked over the Skype Academy slide content slides available for download and wanted to write a quick summary of key points with the Call Queues and Auto Attendant. This ones on call queues. Link to AA post

Definitely check the slides out Smile some great awesomeness coming to SfB Online !

Call Queues

What is a call queue first off ?

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Accepts incoming calls and route calls to a group of agents, very similar to Response groups in Skype for Business Server with an on premise deployment but Auto Attendant and call queues have been rewritten for SfB Online.

Key Point – Can handle up to a maximum of 200 Calls

Comparison with SfB Hunt Groups

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Key Points

  • No Text to Speech or No speech to Text
  • Routing options are limited to Attendant routing only so all agents will get the call. There is not currently round robin, least active or priority options as there is on premise
  • No Sub Menus in the IVR

Greetings

  • Greeting are configurable with pre-recorded greetings
  • Callee Experience – If a call is ignored no missed call notification is generated
  • MP3, WMA or WAV supported
  • Max file size of 5Mb

Music on hold

Configuration Points

  • Key Point – Music copyright for music on hold, music music must be royalty free or royalties paid.
  • Service Number are required which are different to user telephone numbers
  • Service number have limits
  • Service numbers can be toll and toll free (Toll free required PSTN consumption billing)

Agent Routing Logic

  • Attendant routing only – When calls comes in all available agents will be offered the call, except agents on Do not disturb or offline.

Key Point Maximum 50 agents per Group

Licence , groups and numbers Prerequisites for Call Queues

  • Agent must have E5 or Cloud PBX
  • Agents must be Enterprise Voice enabled
  • Agent must be Skype for Business Online users
  • Agents must have Lync 2013, Sfb 2015 / Sfb 2016 clients or Cloud PBX enabled IP Phone
  • PSTN calling licence required for agents to forward to PSTN phones
  • Agents have to be a member of a distribution of security group
  • Maximum of 50 agents in group
  • Office 365 groups not supported

Training

  • Training of users is important – DND or offline means calls wont be offered to agents. DND could get set when sharing your desktop or presenting for example.

Deploying Queues Order

  1. Create Agent group – security / distribution list with max of 50 (May need separate groups for queues if containing more than 50)
  2. Creates service numbers
  3. Create greetings (optional)
  4. Determine limits – 200 max calls which is configurable to set the queue for lower.
  5. Overflow options – route to agent or disconnect call (if overflowing to another queue you must configure via PowerShell

Configuration via the Office 365 admin centre via a GUI which makes it super easy for admins to configure. Also configurable via PowerShell.

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Testing Call queues

Can be done via Skype for Business admin portal, clicking the button will call it via pstn.

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Migration from existing Call queues

  • Porting numbers is available
  • Inventory and see if your current call queues are fit for purpose or could they be better ?

References

https://techcommunity.microsoft.com/t5/Skype-Operations-Framework-Skype/New-Call-Queues-Preview-and-updated-Auto-Attendant-Preview/ba-p/35787

Lync Server 2013 November 2016 Cumulative Update 8 HF 1

Saw this last week and got some time to read up on the CU and wanted to wrote a quick summary and video of CU install process. Whilst researching this CU i came across Grieg’s blog post which i highly recommend reading  here and also Guy Bachars blog here

On review on Grieg’s post and Microsoft documentation the key feature that most people will be running to get the November 2016 CU is enabling the Mac client with Lync Server 2013.

But PLEASE NOTE when installing the CU there are additional steps that are required to complete the installation so please don’t miss these.

IMPORTANT INSTALLATION STEP

Step 4: Enable the Mobility service

To enable the Mobility service, run the following cmdlet:

Enable-CsTopology

Step 5: Enable the Unified Communications Web API

To enable the Unified Communications Web API (UCWA), you must run the Bootstrapper.exe tool again on all Lync Server 2013 Director servers, Standard Edition servers, and Enterprise Edition front-end servers on which the web components are installed and updated. The command to run the tool is as follows:

%ProgramFiles%\Microsoft Lync Server 2013\Deployment\Bootstrapper.exe

Update Commandlets !!

Also Grieg recommend running Update-CsAdminRole from Lync Management Shell to ensure any new commandlets are updated.

 

Lync Server 2013 November 2016 CU – KB2809243

Version 5.0.8308.974 – Lync update is written as CU8 Hotfix 1 – November 2016

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What’s NEW !
What’s New !
  • KB 3204553 Lync Server 2013 adds support for Skype for Business for Mac
    • Support for a desktop application type that uses Unified Communications Web API (UCWA). This enables the new Microsoft Skype for Business for Mac client to communicate together with Lync 2013.
    • Support for making emergency calls from web clients, mobile clients , and the new Skype for Business for Mac clients.
  • Note This feature is supported only for non-ADFS deployment.
Improvements and fixes in the November 2016 update

This update improves the experience of moving users in a Lync Server 2013 environment.

For this point i cant find any information on what this means or brings to the Lync Server 2013.

Fix and Improvement Symptom / Cause
I cant find any information to say what this at all.
You cannot see a user’s telephone number (work number) on contact card through a Microsoft Skype for Business mobile client that connects to Microsoft Lync Server 2013.

Note This issue doesn’t occur in desktop versions of Skype for Business.

Assume that you have the Lync Mac Meeting add-in enabled in Microsoft Outlook for Mac. When you click an online meeting link in Outlook, Safari or Firefox is started. Then, you click Join using Lync for Mac or Communicator for Mac, Skype for Business for Mac opens, and you receive the following error message:

You’re not setup to join Skype for Business Meeting.

Consider the following scenario in a Microsoft Lync Server 2013 environment:

  • You’re using an Apple iPhone or Apple iPad that’s running Apple iOS 10.0.
  • You have Microsoft Skype for Business 2015, Lync 2013, or Lync 2010 installed on the device.
  • You try to join a meeting from outside the Skype for Business or Lync app. For example, you tap the Join Meeting link in an email message or calendar appointment in an app other than Skype for Business or Lync.

In this scenario, the device tries to start the desktop version of the website instead of the mobile version. The desktop version won’t try to start the app. Therefore, you can’t join the meeting.
Note The mobile version would try to start the Skype for Business or Lync app and join the meeting, or redirect you to the app store if it can’t join the meeting.

There’s an update for UCMA 4.0 run time – https://support.microsoft.com/en-us/kb/3200080

This notes a Restart of the computer is required.

Restart requirement

You must restart the computer after you apply this cumulative update.

 

When installing i did get prompted to restart

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There seems to be quite a few components that require updating with November 2016 CU Update.

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Download Link

https://support.microsoft.com/en-us/kb/2809243

References

https://support.microsoft.com/en-us/kb/2809243

https://greiginsydney.com/lync-2013-server-update-november-2016/

https://support.microsoft.com/en-us/kb/2809243

Exchange UM – Dial plan does not exist, or Skype for Business Server 2015 does not have permission to read the relevant Active Directory objects. Resolution:

 

I was recently setting up Exchange UM with SfB and came across this error when trying to call the subscriber access number. I found this in the event log of the Skype for Business Front End Server.

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Dialplan [DialPlan.domain.com] is not recognized by routing application
Cause: Dial plan does not exist, or Skype for Business Server 2015 does not have permission to read the relevant Active Directory objects.
Resolution:

If the dialplan is valid, then run exchucutil.ps1 in appropriate Exchange forest to give permission to Skype for Business Server 2015. If the dialplan is not valid, then clean up proxyAddresses attribute for the affected users.

 

I had already ran exchucutil.ps1 but i remember i added the dial plan after as i jumped ahead of myself so perhaps its worth running again. i went back to the exchange server and checked in Exchange Management shell and towards the bottom of the output of exchutil.ps1 i still had open i found

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Under DialPlans is said not found !

So as suggested in the event log i ran exchutil.ps1 again and this time i see the dial plan added.

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i tried again and it worked. Sweet.

Skype for Business Server 2015 Smart Setup

Not seen this working before, each time i try and use it and it was failing 😦 i checked Internet connectivity and that all good but it never worked so i was applying CUs after deployment. Not sure if i was the only one here ? so interested to hear what other peoples experience has been.

What is Smart Setup ?

Smart setup allows Skype for Business updates to be installed as part of
Skype for Business Server setup process from Microsoft updates

Smart Setup will:

  • Check with Microsoft update for Skype for Business updates
  • Download the updates
  • Install them (prior to finishing the installation process)

So anything to save times and customer times looks good to me.

 

Today i was deploying a FE in my lab so i thought why not it worked so thought id share it Smile

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This looked very promising so i thought where does it save and extract this to so i went on a little look around and found something that looks promising.

In C:\ProgramData\Microsoft\Skype for Business Server\Deployment\patchcache\6.0.9319.0 theres a patchcache folder Smile

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I downloaded CU4 and extracted the CU using skypeupdateinstaller.exe /extract all and compared files unfortunately it looks like CU4 was not automatically downloaded but its quite new so ill check CU3 and work backwards.

CU4

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CU Downloaded copy on sever

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So i went on and extracted CU3 to compare and this was a match Smile

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i checked each components and compared details.

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So it had automatically downloaded CU3 for me so i continued the setup. happy days.

When running setup using SfB Deployment wizard i spotted patching “EnterpriseWebApp.msi”

patching

Skype for Business Server 2015 – Cumulative Update 3 brings Busy On Busy voice policy options !

Well its happy Busy on Busy day for SfB Server with cumulative update 3.

Its a very commonly asked question when moving from a PBX to Lync or Skype for Business Server ive found. Where is the busy tone ? Why am i receiving a toast pop up for a call when im busy / already in a call ?

There are two options with the new busy policy and its enabled for EV and non EV users. The policy can be set for all the users, users on a pool or individual users but it would affect all a users endpoints ie, sfb client, LPE, mobile client etc if your busy then your busy on all your devices.

Two Options

  • Busy on Busy: New incoming calls are rejected and sent a busy signal when the user is busy.
  • Voicemail on Busy: New incoming calls are forwarded to voice mail when the user is busy.

One feature that commonly do is whilst having an IM “free for a call” and then we end up calling each other at the same time and hitting voicemail. Now if two users call each other at the same time from any Skype for Business endpoint, both calls are rejected and sent a busy signal.

Also which i think is great is users are notified of calls that they missed because of a Busy Options setting. Notifications are sent through voice mail, through missed call notifications in Skype for Business clients and devices, and through email 🙂 so you know if someone hits busy so you can call them back 🙂

Configuration wise it looks like SfB Management shell and can be set at different levels which is great 🙂

  • Enable or disable Busy Options Voice Policy for the enterprise
  • Administer Busy on Busy or Voicemail on Busy for all the users in the enterprise
  • Administer Busy on Busy or Voicemail on Busy for all the users homed in a particular Front End pool
  • Administer Busy on Busy or Voicemail on Busy for a list of users
  • Administer Busy on Busy or Voicemail on Busy for a single user
  • View users who are currently enabled for Busy on Busy or Voicemail on Busy

Ill see if i can post some screenshot once i get CU3 on my lab.

Microsoft KB with full Details

https://support.microsoft.com/en-us/kb/3137160

Download Cumulative Update 3

https://support.microsoft.com/en-us/kb/3061064

Cloud PBX, a Polycom VVX and ADFS

Came across an issue recently where a Polycom VVX wouldn’t sign in correctly when trying to sign in against an Office 365 tenant with ADFS enabled.

We reviewed the Cloud PBX configuration in the tenant and voice settings for the user and these were correct as we could make and receive calls from the SfB desktop client.

So we started with the VVX, we updated the phone to the latest UCS software release and ensured it was a compatible software version for Cloud PBX. At this time it was 5.4.4

We tried signing in again and the issue was the same so we tested with another tenant and it worked ! so this proved its not the phone that’s the problem here.

BUT this tenant didn’t have ADFS deployed so this made me think how is this different.

I looked into the VVX issues online and found a common issue when connecting to an on premises deployment of Lync or SfB was you had to deployed internal certificates so i wondered if this is similar with the ADFS servers as part of the user authentication.

 

Internal Root Certificate upload via FTP

This is what i did to upload the certificate to the VVX via FTP using a tftp server.

1. I downloaded the internal trusted root certificate from the ADFS server and saved to my PC. (You will also need any intermediate certificates for the full chain)

2. I downloaded and started TFTP Server on my PC and placed the certificates in the TFTP root folder. I noted my PCs internal IP Address and ensure windows firewalls are configured to allow access.

3. From the web interface on the VVX phone i went to Settings > Network > TLS

Under Certificate Configuration > CA Certificates

Under Application CA 1 i entered (If you have intermediates cert please ensure they are uploaded in order)

ftp://<IP Address of TFTP Server>/cert3.cer

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and click “Install”

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For a much more detailed blog on importing certificates to the VVX please see Jeff Schertz’s blog post here

After uploading the root certificates we tried to sign in again and it worked 🙂 whoop whoop so the internal root certificates were required for ADFS to sign the user in.

Hope this helps Cloud PBX users using ADFS 🙂