Course 55070-A: Microsoft Lync 2013 Depth Support Engineer

Microsoft

Course 55070-A: Microsoft Lync 2013 Depth Support Engineer

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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. This course can assist you in preparation for Exam 74-338: Lync 2013 Depth Support Engineer.

Audience Profile

This course is intended for 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 and helpdesk personnel and administrators who support a Lync Server 2013 environment and wish to deepen their knowledge and improve their troubleshooting skills.

Prerequisites

Course outline

Module 1: Reviewing Lync Server 2013 Architecture

Module Overview

This module explains how to analyze the Lync Server 2013 infrastructure to assist in troubleshooting configuration and installation issues. It also describes how to recognize DNS and certificate configuration issues. Additionally, it explores SQL database troubleshooting.

Lessons

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 Sessions

Introduction to Contosos Environment
Troubleshooting Lync 2013 Dependencies

Lab Lessons

Connecting to the Labs
Reviewing Contoso’s Environment
Performing Active Directory Health Checks
Verifying Lync Service Availability
Troubleshooting Lync 2013 Dependencies
Troubleshooting SQL Back End Server Dependencies
Performing SQL Mirror Failovers
Performing Lync Server 2013 Updates

After completing this module, students will be able to:

Troubleshoot the installation process.
Identify deviations from supported architectures.
Troubleshoot advanced enterprise DNS issues.
Analyze and troubleshoot certificate issues.
Troubleshoot SQL database issues.
Analyze the state of an SQL mirror and perform failover and failback.

Module 2: Developing a Depth Support Toolkit

Module Overview

This module explains how to use the tools that Microsoft has provided to analyze and troubleshoot a Lync Server 2013 infrastructure.

Lessons

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 Sessions

Using Depth Support Tools

Lab Lessons

Tool Tutorial
Provisioning User Accounts
Tracing Fundamentals
Event Logs and Synthetic Transactions
Exploring Depth Support Tools

After completing this module, students will be able to:

Use the built-in logging tools for Lync Server 2013, including Centralized Logging Service.
Identify the correct CLS scenario related to a problem.
Analyze logging data using Snooper.
Analyze and evaluate network traffic using Microsoft Network Monitor.
Troubleshoot failing media establishment between endpoints.
Identify tools included with Lync Server 2013 Resource Kit and Lync 2013 Debugging Tools.
Analyze Lync Server 2013 and Lync 2013 event logs.
Identify problems using Event Viewer.

Module 3: Troubleshooting Client Authentication, Persistent Chat, and Presence

Module Overview

This module explains how to troubleshoot Lync authentication. It also describes how to analyze and resolve issues with Persistent Chat, Presence, and Address Book related issues.

Lessons

Client Issues
Persistent Chat
Presence and Address Book Issues
Archiving Issues
VDI Issues

Lab Sessions

Troubleshooting Lync Client Access
Troubleshooting Client-Related Issues

Lab Lessons

Troubleshooting and Resolving Sign-in Issues
Troubleshooting Presence Issues
Extending the Lync 2013 Namespace
Deploying Persistent Chat
Resolving Address Book Issues
Resolving Persistent Chat Issues
Troubleshooting Client Version Policy
Deploying Edge Server Role

After completing this module, students will be able to:

Troubleshoot sign in and client authentication.
Troubleshoot client policy.
Troubleshoot Persistent Chat clients and services.
Resolve unexpected presence states and Address Book issues.
Understand and troubleshoot the VDI plugin.

Module 4: Troubleshooting Remote Connectivity

Module Overview

This module explains how to troubleshoot federation, including XMPP, Skype, and Public IM Connectivity. It also describes appropriate external port configurations and how to analyze and troubleshoot external connection issues, as well as common Edge and reverse proxy misconfigurations.

Lessons

Edge Remote Connectivity
Federation
Reverse Proxy
Mobile Devices
Port Configuration
Remote Connectivity Testing

Lab Sessions

Troubleshooting Edge Connectivity
Troubleshooting Reverse Proxy

Lab Lessons

Troubleshooting Edge Configuration
Using PortQry to Troubleshoot Connectivity Issues
Troubleshooting Remote Connectivity
Configuring Federation
Deploying ARR as a Reverse Proxy for Lync and Exchange
Troubleshooting Remote Connectivity
Validating Mobile Client Connectivity with Lync Connectivity Analyzer

After completing this module, students will be able to:

Troubleshoot Edge configuration and remote connectivity problems.
Troubleshoot open, direct, and enhanced federation.
Troubleshoot reverse proxy.
Troubleshoot mobile device settings.
Configure and troubleshoot firewall port issues.
Describe and use remote connectivity tools.

Module 5: Troubleshooting Conferencing

Module Overview

This module explains how to troubleshoot the conferencing life cycle, including MCU health, the join launcher, and Lync Web App. It also describes troubleshooting external conferencing data problems.

Lessons

Core Conferencing Modalities
Configuration of Office Web Apps Server
Conferencing Life Cycle
Conferencing Data
Lync Room System

Lab Sessions

Troubleshooting Conferencing

Lab Lessons

Troubleshooting Internal Conference Issues
Identifying Root Causes of Conferencing Issues with Performance Monitor
Using Lync Monitoring Reports to Troubleshoot Conferencing Problems
Testing Conferencing Call Flow
Analyzing Bandwidth Requirements

After completing this module, students will be able to:

Describe core conferencing modalities.
Troubleshoot Office Web Apps issues.
Troubleshoot application sharing issues.
Analyze bandwidth requirements.
Describe Lync Room System and potential issues.

Module 6: Troubleshooting Enterprise Voice Configuration Issues

Module Overview

This module explains how to analyze dial plans, routes, PSTN usages, session management, and media bypass in order to resolve call issues. Additionally, problems with call setup and teardown will be analyzed and resolved.

Lessons

Enterprise Voice Configuration
Call Setup and Teardown
Connection to External Telephony Systems

Lab Sessions

Troubleshooting Dial Plans, Routing and Trunks

Lab Lessons

Identifying Dial Plan Misconfiguration
Troubleshooting Voice Routing Issues
Troubleshooting Lync 2013 Trunk Settings for Media Gateways or IP PBXs
Troubleshooting Inbound/Outbound Call Flow Issues from PSTN

After completing this module, students will be able to:

Troubleshoot Voice configuration.
Troubleshoot call setup and teardown.
Troubleshoot gateway and trunk configurations, including PBX integration and PSTN.

Module 7: Analyzing and Troubleshooting Enterprise Voice Call Quality

Module Overview

This module explains how to review quality of experience logs and analyze call flow and network bandwidth to evaluate and resolve call quality issues. Additionally this module will provide detail on troubleshooting the Lync Features that facilitate bandwidth management such as CAC and QoE.

Lessons

Voice Quality Issues
UC Devices and Peripherals

Lab Sessions

Troubleshooting Voice Quality and Network Traffic Issues

Lab Lessons

Configuring SCOM to Monitor Lync
Troubleshooting Call Quality Issues
Analyzing DSCP Values and Port Ranges for Prioritizing Network Traffic
Configuring GPOs and Lync Policy for QoS

After completing this module, students will be able to:

Troubleshoot Voice quality issues.
Identify key thresholds for call quality.
Troubleshoot CAC policy misconfigurations.
Troubleshoot QoS misconfigurations.
Troubleshoot UC devices and peripherals.
Configure SCOM to work with Lync Server.

Module 8: Analyzing and Troubleshooting Enterprise Voice Applications

Module Overview

This module explains how to troubleshoot each of the Voice applications used with Lync Server 2013.

Lessons

Call Park Service
Troubleshooting Response Groups
Announcement Service

Lab Sessions

Troubleshooting Enterprise Voice Applications

Lab Lessons

Troubleshooting Response Groups
Troubleshooting Dial-in Conferencing
Advanced Unassigned Numbers Configuration

After completing this module, students will be able to:

Describe supported configurations for Call Park Service.
Troubleshoot Response Group issues.
Configure Announcement Service and unassigned numbers.

Module 9: Troubleshooting High Availability, Disaster Recovery, and Voice Resiliency

Module Overview

This module explains how to troubleshoot High Availability, Disaster Recovery and Voice Resilience features in Lync Server 2013.

Lessons

Supported Lync Server 2013 High Availability Configurations
Load Balancing Web Services
Setting Appropriate Disaster Recovery Expectations

Lab Sessions

Deploying HA and DR and Troubleshooting Voice Resiliency

Lab Lessons

Configuring Lync HA and DR
Troubleshooting Load Balanced Configurations
Troubleshooting Voice Resiliency
Using Bandwidth Management for Voice Resiliency

After completing this module, students will be able to:

Identify supported HA and DR topologies.
Describe supported topology for HLB.
Troubleshoot HLB configurations.

Module 10: Troubleshooting Exchange and SharePoint Integration

Module Overview

This module explains how to troubleshoot Lync Server 2013 integration with Exchange Server 2013. Additionally, it describes how to troubleshoot integration with SharePoint Server 2013.

Lessons

Exchange 2013 Unified Messaging
Unified Contacts Store
Archiving and Compliance
SharePoint 2013 Site Mailboxes
SharePoint 2013 eDiscovery

Lab Sessions

Troubleshoot Lync Server Integration Issues

Lab Lessons

Troubleshooting Voice Mail
Troubleshooting Auto Attendant
Implementing an Integrated Lync and Exchange Solution
Extending Contosos eDiscovery Solution with SharePoint 2013 Integration

After completing this module, students will be able to:

Identify Exchange UM problems.
Troubleshoot integration issues with Exchange.
Troubleshoot integration issues with SharePoint.

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