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M55070 Lync 2013 Depth Support Engineer

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

Target Audience

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

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Learning Objectives

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

Pre-Requisites

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

Course Content

  • Module 1: Reviewing Lync Server 2013 Architecture
  • Lync Server 2013 Architecture Dependencies
  • Microsoft Supported Architectures
  • Name Resolution and Certificates
  • Database Management and SQL High Availability
  • Advanced Role Based Access Control Assignment
  • Lab: Introduction to Contoso’s Environment
  • Exercise 1: Connecting to the Labs
  • Exercise 2: Reviewing Contoso's Environment
  • Exercise 3: Performing Active Directory Health Checks
  • Exercise 4: Verifying Lync Service Availability
  • Lab: Troubleshooting Lync 2013 Dependencies
  • Exercise 1: Troubleshooting Lync 2013 Dependencies
  • Exercise 2: Troubleshooting SQL Back End Server Dependencies
  • Exercise 3: Performing SQL Mirror Failovers
  • Bonus Exercise: Performing Lync Server 2013 Updates
  • Module 2: Developing a Depth Support Toolkit
  • Logging
  • Network and Media Traffic Analysis
  • Lync Server Control Panel
  • Lync Server 2013 Resource Kit and Debugging Tools
  • Built-in Server Tools
  • SIP Primer
  • Lab: Using Depth Support Tools
  • Exercise 1: Tool Tutorial
  • Exercise 2: Provisioning User Accounts
  • Exercise 3: Tracing Fundamentals
  • Exercise 4: Event Logs and Synthetic Transactions
  • Bonus Exercise: Exploring Depth Support Tools
  • Module 3: Troubleshooting Client Authentication, Persistent Chat, and Presence
  • Client Issues
  • Persistent Chat
  • Presence and Address Book Issues
  • Archiving Issues
  • VDI Issues
  • Lab: Troubleshooting Lync Client Access
  • Exercise 1: Troubleshooting and Resolving Sign-in Issues
  • Exercise 2: Troubleshooting Presence Issues
  • Bonus Exercise 1: Extending the Lync 2013 Namespace
  • Bonus Exercise 2: Deploying Persistent Chat
  • Lab: Troubleshooting Client-Related Issues
  • Exercise 1: Resolving Address Book Issues
  • Exercise 2: Resolving Persistent Chat Issues
  • Exercise 3: Troubleshooting Client Version Policy
  • Bonus Exercise 2: Deploying Edge Server Role
  • Module 4: Troubleshooting Remote Connectivity
  • Edge Remote Connectivity
  • Federation
  • Reverse Proxy
  • Mobile Devices
  • Port Configuration
  • Remote Connectivity Testing
  • Lab: Troubleshooting Edge Connectivity
  • Exercises 1A & 1B: Troubleshooting Edge Configuration
  • Exercise 2: Using PortQry to Troubleshoot Connectivity Issues
  • Exercise 3: Troubleshooting Remote Connectivity
  • Bonus Exercise: Configuring Federation
  • Lab: Troubleshooting Reverse Proxy
  • Exercise 1: Deploying ARR as a Reverse Proxy for Lync and Exchange
  • Exercise 2: Troubleshooting Remote Connectivity
  • Exercise 3: Validating Mobile Client Connectivity with Lync Connectivity Analyzer
  • Module 5: Troubleshooting Conferencing
  • Core Conferencing Modalities
  • Configuration of Office Web Apps Server
  • Conferencing Life Cycle
  • Conferencing Data
  • Lync Room System
  • Lab: Troubleshooting Conferencing
  • Exercise 1: Troubleshooting Internal Conference Issues
  • Exercise 2: Identifying Root Causes of Conferencing Issues with Performance Monitor
  • Exercise 3: Using Lync Monitoring Reports to Troubleshoot Conferencing Problems
  • Exercise 4: Testing Conferencing Call Flow
  • Bonus Exercise: Analyzing Bandwidth Requirements
  • Module 6: Troubleshooting Enterprise Voice Configuration Issues
  • Enterprise Voice Configuration
  • Call Setup and Teardown
  • Connection to External Telephony Systems
  • Lab: Troubleshooting Dial Plans, Routing and Trunks
  • Exercise 1A & 1B: Identifying Dial Plan Misconfiguration
  • Exercise 2: Troubleshooting Voice Routing Issues
  • Exercise 3: Troubleshooting Lync 2013 Trunk Settings for Media Gateways or IP PBXs
  • Exercise 4: Troubleshooting Inbound/Outbound Call Flow Issues from PSTN
  • Module 7: Analyzing and Troubleshooting Enterprise Voice Call Quality
  • Voice Quality Issues
  • UC Devices and Peripherals
  • Lab: Troubleshooting Voice Quality and Network Traffic Issues
  • Exercise 1: Configuring SCOM to Monitor Lync
  • Exercise 2: Troubleshooting Call Quality Issues
  • Exercise 3: Analyzing DSCP Values and Port Ranges for Prioritizing Network Traffic
  • Exercise 4: Configuring GPOs and Lync Policy for QoS
  • Module 8: Analyzing and Troubleshooting Enterprise Voice Applications
  • Call Park Service
  • Troubleshooting Response Groups
  • Announcement Service
  • Lab: Troubleshooting Enterprise Voice Applications
  • Exercise 1A & 1B: Troubleshooting Response Groups
  • Exercise 2: Troubleshooting Dial-in Conferencing
  • Bonus Exercise: Advanced Unassigned Numbers Configuration
  • Module 9: Troubleshooting High Availability, Disaster Recovery, and Voice Resiliency
  • Supported Lync Server 2013 High Availability Configurations
  • Load Balancing Web Services
  • Setting Appropriate Disaster Recovery Expectations
  • Lab: Deploying HA and DR and Troubleshooting Voice Resiliency
  • Exercise 1: Configuring Lync HA and DR
  • Exercise 2: Troubleshooting Load Balanced Configurations
  • Exercise 3: Troubleshooting Voice Resiliency
  • Bonus Exercise: Using Bandwidth Management for Voice Resiliency
  • Module 10: Troubleshooting Exchange and SharePoint Integration
  • Exchange 2013 Unified Messaging
  • Unified Contacts Store
  • Archiving and Compliance
  • SharePoint 2013 Site Mailboxes
  • SharePoint 2013 eDiscovery
  • Lab: Troubleshoot Lync Server Integration Issues
  • Exercise 1A, 1B, and 1C: Troubleshooting Voice Mail
  • Exercise 2: Troubleshooting Auto Attendant
  • Exercise 3: Implementing an Integrated Lync and Exchange Solution
  • Bonus Exercise: Extending Contoso’s eDiscovery Solution with SharePoint 2013 Integration
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