Click About to Agus edit Master title style Agus Rachman Sr. Customer Engineering Architect Skype Customer Experience and Deployment
About SOF Practical guidance, recommended practices, tools and assets to enable enterprises to plan, deliver and operate a reliable and cost effective Skype for Business Service in the cloud. A common understanding of the Skype for Business online lifecycle for customers and partners to effectively engage and drive Skype usage and customer success. Training for customers and partners via Skype Academy Feedback mechanisms to capture and incorporate updates from the field www.skypeoperationsframework.com
Click to edit Master title style Feedback? What works (and what doesn t)? Anything incorrect? What is missing? Other feedback? Let us know! https://skypeoperationsframework.com/feedback
SOF is a living framework We innovate on a constant basis New content will be added, existing content will be updated By the time you watch this training, some details might be different For major changes, new trainings will be created For most recent trainings go here http://skypeoperationsframework.com/academy This is version 1.0 of this training
1. High Level Architecture Workshop
About this activity
Skype for Business Overview Deployment Model Conferencing High Level Design Cloud PBX High Level Design
Will be addressed during the Cloud PBX design session and Network readiness workshop Will be addressed on Execution Planning Workshop Will be created after envisioning workshops
Skype for Business Overview MOBILE DESKTOP MAC SKYPE ROOM SYSTEM IP PHONE VDI WEB APP SURFACE HUB Skype for Business Overview Deployment Model Conferencing High Level Design Cloud PBX High Level Design
Skype for Business Overview Click to edit Master title style Connects people everywhere Design inspired by Skype Rich meeting experience Enterprise Voice Office integration Security and manageability
Choose Deployment Model Online Hybrid On premises Skype for Business Overview Deployment Model Conferencing High Level Design Cloud PBX High Level Design
Skype for Business deployment options Online Hybrid On-premises No unique on-premises functionality All users in Skype for Business Online Dial-in conferencing from Microsoft or a partner SIP trunk provided by Microsoft or own trunk via Cloud Connector Cannot move all users at once or some users required to stay onpremises (unique functionality or regulations) Some users moved to the cloud; some stay on-premises For users moved online, Microsoft or partner dial-in conferencing provider must be used For users moved online, Microsoft or own trunk can be used If customer cannot move any users to the cloud due to compliance requirements or unique functionality that Skype for Business Online cannot provide All users and services onpremises Customer uses own trunk and provides dial-in conferencing
User management and authentication options Add users directly in the cloud. Simplest way to add and manage users; however if company has existing Active Directory, you will need to manage two directories: one on-premises and the second in the cloud. Users can be created using Office 365 admin center or PowerShell Use directory synchronization tools (i.e.: Azure Active Directory Connect). This option is recommended for companies with existing Active Directory to reduce complexity of user management. Users created and managed in on-premises Active Directory and synchronized to the cloud Cloud identity: Users use Azure Active Directory cloud credentials separate from other desktop or corporate credentials for signing into Office 365 and other Microsoft cloud services. This is the default identity type, and is recommended in order to minimize deployment complexity. For synchronized cloud identity, password can be synchronized from Active Directory. Passwords for cloud identity use the Azure Active Directory password policy. Federated identity: For organizations with on-premises Active Directory that use single sign-on (SSO), users can sign into Office 365 services by using their Active Directory credentials. The corporate Active Directory stores and controls the password policy.
Migration options No on-premises Office Communication Server, Lync Server, or Skype for Business Server Move entire company at once or gradual deployment possible Some users may not be able to migrate to Skype for Business Online due to unique functionality or regulations Gradual migration to Skype for Business Online as new functionality becomes available; decommission servers which served migrated users Cannot co-exist with Cloud Connector Edition (co-existence is on the roadmap for Cloud Connector Edition) Supported scenarios include: Supported on-premises deployment for Hybrid Comments Skype for Business Server 2015 Lync Server 2013 Lync Server 2010 The federation Edge Server and next hop server from the federation Edge Server must be running Lync Server 2010 with the latest cumulative updates. The Skype for Business Server 2015 or Lync Server 2013 Administrative Tools must be installed on at least one server or management workstation. Not supported for Cloud PBX with on-premises PSTN Connectivity Mix of Lync Server 2013 and Skype for Business Server 2015 Mix of Lync Server 2010 and Skype for Business Server 2015 At least one Enterprise Pool or Standard Edition server The Director Pool associated with SIP federation, if it exists The Edge Pool associated with SIP federation Only Lync Server 2013 Edge Pool is supported for Cloud PBX with on-premises PSTN Connectivity Mix of Lync Server 2010 and Lync Server 2013
Migration options (cont.) All users will be moved as part of the project with some period of co-existence; on-premises servers will be decommissioned at end of migration Supported topologies during the migration are the same as for the Hybrid option Office Communication Server exists or deploying one of the supported Hybrid topologies is not cost/time effective
Meetings migration considerations Click to edit Master title style Migration from Lync or Skype for Business Meetings can be migrated using client-side migration tool Tool automatically finds meetings that need to be updated and updates the links by sending updated invitation to all participants System requirements: Supported Operating System: Windows 10, Windows 8, Windows 7 Service Pack 1 Supported Lync or Skype for Business clients: Skype for Business 2016, Skype for Business 2015, Lync 2013 Supported Outlook Clients: Outlook 2016, Outlook 2013 Migration from other systems Meetings need to be rescheduled manually
Click Decision to edit points Master title style Online vs. Hybrid vs. Onpremises User management and authentication Migration to Skype for Business Online Meetings migration
Design Conferencing Skype for Business Overview Deployment Model Conferencing High Level Design Cloud PBX High Level Design
Skype for Business conferencing Functionality IM, presence PSTN conferencing Microsoft provides services in: (you can purchase in these countries*) Audio, video, and Web conferencing Devices Wide variety of supported conferencing devices Additional numbers available in Phone numbers for dial-in conferencing page Toll-free numbers http://partnersolutions.skypeforbusiness.com/solutionscatalog Skype Room Systems and Surface Hub numbers? page available in Where can I get toll-free Known limitations of PSTN conferencing the list in Dial-in conferencing known issues page
Licensing of PSTN conferencing Office 365 E4 subscription is being retired You can add PSTN Conferencing add-on to the existing Office 365 E4 subscription, but during the renewal of your contract you need to consider one of the following options: Switch to Office 365 E3 subscription and add PSTN Conferencing add-on Upgrade to Office 365 E5 subscription, where PSTN Conferencing subscription is included
Dial-in conferencing migration considerations Click to edit Master title style Migration from Lync or Skype for Business Dial-in phone numbers and conferencing IDs can be updated with meeting migration tool Migration from other systems Meetings need to be rescheduled manually
Click to edit Master title style Decision points Any gap in countries coverage? Devices for conference rooms Toll-free numbers requirement. If yes, will you acquire new number or port existing number(s)? PSTN Consumption billing for tollfree and dial out from meetings Informing end users about known limitations Migration path from previous solution
Design Cloud PBX Skype for Business Overview Deployment Model Conferencing High Level Design Cloud PBX High Level Design
Cloud PBX deployment options With PSTN calling service With on-premises PSTN connectivity via Cloud Connector With on-premises PSTN connectivity via an existing deployment Users homed online, PSTN service provided by Microsoft No on-premises Skype for Business or Lync infrastructure Available in the US/UK only (more countries coming soon) Users homed online, PSTN service provided by third party Deployment of Cloud Connector on-premises required Available worldwide Some users homed online, some users can be homed onpremises, PSTN service provided by third party Skype for Business Server 2015 or Lync Server 2013 deployment required Available worldwide
Features comparison Skype for Business capabilities Skype for Business onpremises Cloud PBX with on-premises PSTN connectivity via existing deployment Cloud PBX with on-premises PSTN connectivity via Cloud Connector Basic call features (hold/retrieve, transfer, forwarding, simultaneous ringing) Voice mail Exchange UM Cloud PBX Voice Mail (Exchange Online Recommended) Delegation, team call Users should be in the same environment Cloud PBX with PSTN calling Auto attendant Available in CY16 Available in CY16 Available in CY16 Hunt groups Available in CY16 Available in CY16 Available in CY16 Voice resiliency Ability to restrict international calling per user Per country dial plan Extension dialing Branch survivability Bring your own PSTN connectivity Manual configuration Via Lync/Skype for Business on- premises dial plan Requires deploying local pools/sbas Automatically assigned based on user location or manual configuration Via Lync/Skype for Business on-premises dial plan or Gateway dial plan Via local pool or redundant Internet connection/express Route Secured by SLA Automatically assigned based on user location Via Gateway dial plan Redundant Internet connection or Express Route required 911 Static 911 Static 911 Static 911 Media bypass On roadmap Not Applicable IP phones Optimized for Skype for Business IP phones Compatible with Skype for Business Polycom VVX, Yealink, more solutions coming Polycom VVX, Yealink, more solutions coming Analog devices Using on-premises deployment Can be integrated via local GW Common area phone Using on-premises deployment Polycom VVX, Yealink, more solutions coming
Click to edit Master title style General decision tree Do you have any unique functionality that Skype for Business Online cannot provide? For US/UK customers considering SIP trunk from Microsoft (Microsoft PSTN Calling), prioritize users porting their existing numbers Consider Cloud Connector when customer wants to keep their existing PSTN trunk, or outside the US and UK Do not forget about dial-in conferencing (and Express Route) the US/UK? Note that at the moment Cloud Connector cannot co-exist with on-premises pools (hybrid).
Possible site architecture Site with Microsoft PSTN Calling Type 1: Cloud PBX with Microsoft PSTN calling Type 2: Cloud PBX with centralized onpremises PSTN connectivity SIP trunks centralized, no local PSTN connectivity for branches required, QoS recommended Type 3: Cloud PBX with local on-premises PSTN connectivity Each site has own PSTN breakout Via Cloud Connector SIP Consolidated Local PSTN breakout Central site user Branch site user Site with centralized SIP trunk Perimeter Network Cloud Connectors WAN (MPLS/Ethernet) Branch site Site with local PSTN breakout Perimeter Network Office 365 Office 365 ` Site user Office 365 Cannot co-exist SIP Consolidated Local PSTN breakout Via Lync/Skype for Business Pool Central site user Branch site user SIP Traffic Media Traffic Site with centralized SIP trunk Perimeter Network Skype For Business/Lync Pool WAN (MPLS/Ethernet) Branch site Site with local PSTN breakout Perimeter Network Office 365 Office 365 Cloud Connectors Skype For Business/Lync Pool Site user Site user
Click Per-site to edit decision Master treetitle style Architecture for Cloud PBX depends on country and functionality required Start Does Cloud PBX meets end user requirements in this site? Yes Is site in the US or UK? Yes Deploy Cloud PBX with Microsoft PSTN Calling, assign new numbers or port numbers from existing provider (Type 1 site) Cloud first (Microsoft PSTN Calling) where possible is recommended, Cloud Connector or connectivity via existing deployment where Microsoft PSTN Calling is not available No Leave users on where they are today until required functionality Is provided No Is country on list of countries where Microsoft will start providing services soon and customer willing to wait for availability? No Yes Prioritize deployment when Microsoft PSTN calling will be available for this country, keep current solution until then Can existing SIP trunks be centralized in one location for several sites? Yes Does bandwidth and link quality allows route calls between central location and branches? Yes Centralize SIP trunks, connect it to users in the cloud using Cloud Connector or on-premises pool (Type 2 site) No Connect existing site trunk to cloud users using Cloud Connector or onpremises pool (Type 3 site) No
Cloud PBX licensing Cloud PBX subscription can be purchased as an add-on to qualifying Office 365 subscriptions, or included in Office 365 E5 Microsoft PSTN calling is always an add-on; the Cloud PBX license is a prerequisite Domestic provides a pool of minutes for inbound calls and outbound domestic calls Domestic and international pool of minutes for inbound calls and outbound domestic calls, and a separate pool for outbound internationals calls For more details on available plans see: https://aka.ms/sfbpstncallingplans The Office 365 E4 subscription is being retired You can add Cloud PBX add-on to the existing Office 365 E4 subscription, but during the renewal of your contract you need to consider one of the following options: Switch to Office 365 E3 subscription and add the Cloud PBX add-on Upgrade to Office 365 E5 subscription, where Cloud PBX subscription is included
Click to edit Master title style Decision points Company locations in scope for Cloud PBX High-level Cloud PBX architecture Centralized versus distributed model for hybrid voice options Licensing and calling plans Can Quality of Service be configured?
Summary Skype for Business Overview Deployment Model Conferencing High Level Design Cloud PBX High Level Design
Click Summary to edit Master title style Outcomes of workshop: - Decision on deployment model - Conferencing high level design - Cloud PBX high level design Agreed by all workshop participants Documented as part of Vision and Scope Present to the organization to gain acceptance and agreement
2. Execution Planning Workshop
About this activity
Deployment execution model Key stakeholders RACI model Quarterly execution plan Risk plan Communication and Governance plan Key success indicators
Will be created after envisioning workshops
Execution Planning Deployment execution model Key stakeholders RACI model Quarterly execution plan Risk plan Communication and governance plan Key success indicators
Deployment execution models Suitable for cases where company is geographically dispersed and branches have significant number of employees Can potentially disrupt communication within departments where department employees are spread across several locations Better option for medium-size companies Departments have the same experience Best option for small companies All employees get the same experience on day 1 of deployment
Click Key stakeholders to edit Master title style Project Executive Sponsor Project Lead Collaboration Lead/Architect Consultant Project Manager Change Management/Adoption Specialist Network Lead Security Lead Telephony Lead Desktop Lead Support/Helpdesk Lead Business Unit Representatives
RACI model
Quarterly plan Site/division name Number of employees Remote users per site/division IM/P, conference Technology for Cloud PBX Dial-in conferencing Quarter to execute US: New York 2,000 100 In Cloud Microsoft PSTN Calling Microsoft Dial-in conferencing Q3 2016 Ireland: Dublin 300 10 In Cloud Central Cloud Connector in Ireland Data Center Microsoft Dial-in conferencing Q3 2016 Austria: Vienna 500 20 In Cloud Central Cloud Connector in Ireland Data Center Microsoft Dial-in conferencing Q3 2016 Italy: Milano 200 0 In Cloud Central Cloud Connector in Ireland Data Center Microsoft Dial-in conferencing Q3 2016 South America: Brazil 1,500 300 In Cloud Local Cloud Connector Microsoft Dial-in conferencing Q4 2016 India: Delhi 7,000 200 In Cloud None, use current PBX Dial-in conferencing from partner Q4 2016
Risk plan Risk Likelihood Impact Overall Mitigation plan Upcoming merge, which will add up to 1,000 people High High High For merged companies, separate OKR with own process (discovery, envisioning, planning), do not include them in existing OKRs Planned network redesign High Medium Medium Before implementing Skype for Business, run network readiness assessment (sites in scope for next two quarters) Cloud Connector on premises readiness; not all sites have DMZ and firewalls High Medium Medium Validate readiness before putting sites on quarter plan
Communication and governance plan Type Goals Customer Partner Days/time Location Meeting owner Project Standups Sync on status of the project, track the key milestones, and blockers Required: Optional: Required: Optional: M,T,W,Th 5pm Pacific Virtual <Name> Weekly Steering Committee Review status of voice project, report to customer executives, raise issues that require executive help to resolve Required: Optional: Required: Optional: Every Friday at 11am Virtual <Name> Monthly Project business/operati onal review Check project status with extended stakeholders, main point of contacts, executive sponsors, review deployment plan, KSI, and operational metrics Required: Optional: Required: Optional: Second Tuesday of month Virtual or Onsite <Name> Quarterly Business Review (QBR) Strategy oriented Check project status, review the progress against the strategic goals, KSI, and operational metrics, revisit plans if required. Required: Optional: Required: Optional: Last Thursday of every quarter Onsite <Name>
Key success indicators Type KSI/XO Questions/Criteria How measured Success criteria Measured Responsible Usage/Adoption The quality of the conversation is equal to or better than the previous solution Survey 8 % of users agree or strongly agree After enablement and quarterly Managed Service Provider Usage/Adoption Skype for Business made the communication process easier Survey 80% of users agree or strongly agree After enablement and quarterly Managed Service Provider Usage/Adoption Users actively use the solution Office 365 reports, Call Quality Dashboard 80% of users are active daily users Daily Managed Service Provider Usage/Quality Percentage of poor calls/conferences should be minimal Call Quality Dashboard <5% of poor calls per month Daily Managed Service Provider Usage/Support I know how to get technical support Survey 90% of users agree or strongly agree After enablement and quarterly Managed Service Provider Usage/Support I am satisfied with the quality of technical support Survey 80% of users agree or strongly agree After each incident Managed Service Provider Usage/Adoption Reduction of legacy conferencing minutes Legacy system monitoring Meet milestones Based on goal Managed Service Provider Financial Solution is saving cost as defined by ROI Financial system Meet defined ROI Based on ROI Customer/Managed Service Provider
Summary Deployment execution model Key stakeholders RACI model Quarterly execution plan Risk plan Communication and governance plan Key success indicators
Click Summary to edit Master title style Outcomes of workshop: - (Quarterly) execution plan with RACI model - Risk plan - Communication and governance plan - Key success indicators Agreed by all workshop participants Documented as part of Vision and Scope Present to the organization to gain acceptance and agreement
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