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Background Definitions
Public Switched Telephone Network (PSTN)
In reality, the world is connected as one Public Switched Telephone Network (PSTN).
Phones, including land-lines, mobile phones, and Internet phones that are
addressable by using the <Country Code><Area Code><Number> format are
connected to the PSTN. Because different countries have different tariff and legal
requirements, each countrys phone system is typically referred to as a separate
PSTN. A multinational organization will typically have multiple connections to the
PSTN (one or more per country), based on concentration of internal users or
customers.
Note: The alternative PBX for businesses has been centralized carrier-based
exchanges or CENTREX. About 10 million CENTREX managed extensions still exist
in the United States, and most of these will be replaced in the near future
(Centrex: It's alive (for now)!, Brad Reed, Network World February 07, 2012
11:14 AM ET., http://go.microsoft.com/fwlink/?LinkID=313692 CENTREX
replacement is an opportunity for Skype for Business.
PBX can be grouped in many different ways based on features. Most importantly for
Microsoft Skype for Business2015 is determining IP support.
PSTN Integration 6-2
UCOIP
Unified Communications Open Interoperability Program
(UCOIP)
Infrastructure qualified for Microsoft Skype for Business
http://go.microsoft.com/fwlink/?LinkID=223942
UCOIP includes a product qualification program for SIP and PSTN gateways and it
ensures that customers have seamless experiences with setup, support, and use of
qualified telephony infrastructure and services with the Microsoft Unified
Communications software, including Skype for Business Server and Exchange
Server. Only products that meet rigorous and extensive testing requirements and
conform to the specifications and test plans will receive qualification. While the
specifications are based on industry standards, this program also defines:
Specific requirements for interoperability with Skype for Business Server and
Exchange Server Voice Mail.
Testing requirements for qualifying interoperability with Skype for Business Server and
Exchange Server Voice Mail.
Components
UCOIP covers the devices, components, infrastructure, and services to integrate
Skype for Business with the customers communication infrastructure. The following
components impact voice integration:
IP-PSTN Gateways independently qualified to work with Skype for Business Server,
including documentation and support.IP-PSTN gateways translate signaling and media
between the Enterprise Voice infrastructure and PSTN. These third-party hardware
components translate signals either directly or through a connection to SIP trunks. The
gateway terminates PSTN and is usually isolated in its own subnet. The Mediation
Server connects the IP-PSTN gateway to the enterprise network.All qualified gateways
must support TLS, but can enable TCP also. TCP is supported for gateways that do not
support TLS.
IP-PBX independently qualified to work with Skype for Business Server, including
documentation and support. The IP-PBX provides the connection to the PSTN.
IP-PBXs supported by Microsoft but have not gone through the formal UCOIP
qualification process. Sufficient internal testing has been performed by Microsoft such
that specific configurations are supported by Microsoft (where applicable with known
limitations). These configurations utilize the commercially available production SIP
trunk interface of the IP-PBX vendor, but may not be supported by the IP-PBX vendor.
In addition, IP-PBX vendor-provided complete documentation for installation and
setup, release notes, or documented support processes may not be available.
Wherever possible, Microsoft will endeavor to provide documentation for installation
and setup.
Service Providers
UCOIP also covers ITSP. A qualified ITSP uses qualified components and is
independently certified also.
Connection points to the PSTN for voice phones, but it may also include fax, data, and
WATTS services.
Functionality, which ultimately defines dialing habits or patterns of the users for
calling internal, local, and long distance numbers.
Limits to the class of service available at each extension, such as this phone can
outbound dial international numbers or this phone can place a call on hold.
PSTN Integration 6-4
Advantages
No need to make changes to PSTN connection
Disadvantages
PBX dependencies
Advantages
Easy and fast
Disadvantages
New numbers for the end-user
Internal calls between Skype for Business and legacy PBX use PSTN
o Need additional trunk capacity to call between Skype for Business and legacy PBX
Note: For customers without an existing PBX (rare), options for connecting directly to the
PSTN can be used without the PBX.
PSTN Integration 6-7
Disaster recovery is done through redundant connections to the ITSP and ITSP shared
excess capacity.
It provides end-to-end SIP call flow to enable features and supplementary services.
Translates signaling and media between Mediation Server and the PSTN
Functions as an intermediary between Skype for Business Server 2015 and any
unsupported IP-PBX or Time Division Multiplexing (TDM) PBX
Connects analog phones and fax machines to the Skype for Business Server 2015
infrastructure
The gateway is isolated in its own subnet and is connected to the enterprise
network through the Skype for Business Server 2015, Mediation Server. Based on
call volume, geography, and redundancy, one or more gateways can be installed.
Each PSTN gateway that you deploy must have at least one corresponding
Mediation Server. Placing the gateways on a separate subnet makes adding
additional capacity in the future easier.
Supported Gateways
Gateway location may also determine the types of gateways that you choose and
how they are configured. There are dozens of PSTN protocols, none of which is a
worldwide standard. If all your gateways are located in a single country/region, this
is not an issue, but if you locate gateways in several countries/regions, each must
PSTN Integration 6-9
Gateway Sizing
The PSTN gateways that most organizations will consider deploying range in size
from 2 to as many as 960 ports. Larger gateways are typically cheaper to purchase
and operate if fully utilized, but smaller capacity gateways may be preferred
because the incremental cost to provide redundancy can be lower. When estimating
the number of ports your organization requires, use the following guidelines:
Organizations with light telephony usage (one PSTN call per user per hour) should
allocate one port for every 15 users.
Organizations with moderate telephony usage (two PSTN calls per user per hour)
should allocate one port for every 10 users.
Organizations with heavy telephony usage (three or more PSTN calls per user per
hour) should allocate one port for every five users.
Additional ports can be acquired as the number of users or amount of traffic in your
organization increases.
Mediation Server
You must deploy Skype for Business Server 2015, Mediation Server if you deploy the
Enterprise Voice workload and connect to another phone system, including in-house
IP-PBX, PSTN or Skype for Business Online.
The Mediation Server translates signaling, and in some configurations, media
between your internal Skype for Business Server 2015, Enterprise Voice
infrastructure, and a PSTN gateway or SIP trunk. The main functions of the
Mediation Server are as follows:
Encrypting and decrypting Secure Real-time Transport Protocol (SRTP) on the Skype
for Business Server side. All communications between Skype for Business components
are encrypted while communications with the PSTN or ITSP may not be encrypted.
Translating SIP over TCP (for gateways that do not support TLS) to SIP over mutual TLS
Translating media streams between Skype for Business Server and the gateway peer
of the Mediation Server. For external calls the media must go through the mediation
server.
Connecting clients that are outside the network to internal Interactive Connectivity
Establishment (ICE) components, which enable media traversal of network address
translation (NAT) devices and firewalls.
Acting as an intermediary for call flows that a gateway does not support, such as calls
from remote workers on an Enterprise Voice client.
In deployments that include SIP trunking, working with the SIP trunking service
provider to provide PSTN support, which eliminates the need for a PSTN gateway
The Mediation Server is collocated with the Front End Server by default. The
Mediation Server can also be deployed in a stand-alone pool for performance
PSTN Integration 6-10
reasons, or if you deploy SIP trunking, in which case, the stand-alone pool is
strongly recommended.
If you deploy Direct SIP connections to a qualified PSTN gateway that supports
media bypass and Domain Name System (DNS) load balancing, a stand-alone
Mediation Server pool is not necessary. A stand-alone Mediation Server pool is not
necessary because qualified gateways are capable of DNS load balancing to a pool
of Mediation Servers and they can receive traffic from any Mediation Server in a
pool.
VPN Connection
In a VPN connection, the Mediation Server connects to the SIP trunk by using a VPN
connection to the service provider. The VPN can be used as an Internet connection
or as an existing Multiprotocol Label Switching (MPLS) WAN connection. The benefit
of the VPN connection is to create an isolated, secure channel to carry the SIP-
trunked calls.
Private Connection
In a private connection, the Mediation Server connects to the SIP trunk by using a
private network connection to the service provider. This setup can be a dedicated
MPLS T1 connection installed for the purpose of SIP trunking.
PSTN Integration 6-11
Note: The connection to the ITSP will vary depending on the ITSP.
For example, some ITSPs locate the SBC at the customer site. Contact your ITSP for exact
requirements for connecting by using SIP trunking.
User Configuration
Skype for Business and PBX phone numbers can be the same.
Provides interconnection between IP-PBX and Skype for Business Server 2015
Enables endpoints on both sides to utilize features on the other call control server
As a gateway for back-to-back user agent (B2BUA) performs SIP-to-SIP transcoding for
calls between Skype for Business Server 2015 and other resources which also use SIP.
PSTN Sizing
The PSTN trunk capacity requirements can be calculated by using industry standard
methods.
First, start with the existing capacity. This capacity represents the current calling
patterns. Ensure that you take into consideration any changes to calling rules. For
example, the default setting for PBX phones may be inbound calls only, while Skype
for Business users can make local calls.
Note: When Skype for Business is connected directly to the PSTN, if there are
any legacy PBX users, PSTN capacity requirements may increase to handle calls
between Skype for Business clients and PBX users, until all users are migrated off
from the PBX.
Skype for Business includes additional features which may impact call volumes:
PSTN Integration 6-14
Note: For larger public conferences a third party service may still be used.
Erlang B is a formula for estimating the number of PSTN trunks required to support
the peak call volume (Busy Hour Traffic) with an acceptable percentage of failed
calls, busy signal cause by no available trunk. Call volume is based on the number
and duration of calls. The result is expressed as an Erlang number, where an Erlang
represents one continuous call for 1 hour duration.
An Erlang B calculator is included in the Lync server 2010 and 2013
Bandwidth Calculator.
http://go.microsoft.com/fwlink/?LinkID=310199
Inter-Trunk Routing
Skype for Business Server 2015 provides basic session management through the
support of inter-trunk routing. This new capability enables Skype for Business Server
to provide call control functionalities to downstream telephony systems. Inter-trunk
routing can interconnect an IP-PBX to a PSTN gateway so that calls from a PBX
phone can be routed to the PSTN, and incoming PSTN calls can be routed to a PBX
phone. Similarly, Skype for Business Server can interconnect two or more IP-PBX
systems so that calls can be placed and received between PBX phones from the
different IP-PBX systems.
Skype for Business supports the association of a set of PSTN usages on an incoming
PSTN Integration 6-15
Inter-trunk configuration remains familiar for the administrator with the use of existing
routing configuration concepts.
The same call authorization applies to all calling endpoints connected through the
trunk.
The next slides examine the three inter-trunk routing options in more detail:
Outgoing IP-PBX calls to another IP-PBX system through Skype for Business
1 The incoming call is routed from the originating receiving gateway to Skype for
Business Server 2015.
2 Skype for Business Server 2015 validates incoming trunk associated PSTN usages.
3 Analyzing the phone number Skype for Business Server 2015 determines a route, in
this case to the PBX.
4 If necessary, applies outbound translation rules, so the PBX can understand the phone
number and further route the call.
c. All other numbers route to Skype for Business Mediation Server to determine
route.
8 Skype for Business Server determines route to PSTN through a PBX or gateway.
10 Mediation Server routes the call to the outgoing trunk to PBX or gateway.
11 If routed to a PBX, determine if the call is destined to a number managed by that PBX,
otherwise the PBX or gateway connects the call to PSTN.
Translation Rules
Skype for Business Server 2015 Enterprise Voice requires that all dial strings be
normalized to E.164 format for the purpose of performing reverse number lookup
(RNL). In Microsoft Lync Server 2010, translation rules are supported only for called
numbers. New in Microsoft Skype for Business Server 2015, translation rules are
also supported for calling numbers. The trunk peer (that is, the associated gateway,
PBX, or SIP trunk) may require that numbers be in a local dialing format. To translate
numbers from E.164 format to a local dialing format, you can define one or more
translation rules to manipulate the request URI before you route it to the trunk peer.
For example, you can write a translation rule to remove +44 from the beginning of a
dial string and replace it with 0144.
PSTN Integration 6-17
By performing outbound route translation on the server, you can reduce the
configuration requirements on each individual trunk peer to translate phone
numbers into a local dialing format. When you plan which gateways and how many
gateways to associate with a specific Mediation Server cluster, it may be useful to
group trunk peers with similar local dialing requirements. This can reduce the
number of required translation rules and the time it takes to write them.
Note: Routing a call deals with passing the messages during the signaling
phase to connect the caller to the receiver. Once a call is connected media, in this
case a voice conversation, is passed between the caller and receiver. Typically,
inter-trunk routing uses Media Bypass to handle the call media to passed the
conversation over a more direct path between caller and receiver. Media Bypass is
covered in Module 7.
e. All other numbers route to Skype for Business Mediation Server to determine
route.
13 If necessary, applies outbound translation rules, so the PBX can understand the phone
number and further route the call.
15 The PBX determines if the call is destined to a number managed by that PBX and
routes the call to the receiver.
interconnect two or more IP-PBX systems so that calls can be placed and received
between PBX phones from different IP-PBX systems.
This inter-trunk routing feature can be configured by using the Skype for Business
Server Management Shell cmdlet, Set-CsTrunkConfiguration, with the new
parameter, PstnUsages. This parameter specifies the set of PSTN usage records to
use. A trunk uses this PSTN usage to determine a path and to route all incoming
calls accordingly.
If route translation is needed, then use the Set-
CsOutboundTranslationRulecmdlet.
The syntax for the cmdlet used for inter-trunk routing is:
Mediation Server
The Mediation Server translates signaling, and in some configurations, media
between your internal Skype for Business Server 2015 Enterprise Voice
infrastructure and a PSTN gateway or a SIP trunk. On the Skype for Business Server
2015 side, Mediation Server listens on a single mutual TLS (MTLS) transport
address. On the gateway side, Mediation Server listens on all listening ports
associated with trunks defined in the Topology document. All qualified gateways
must support TLS, but they can enable TCP also. TCP is supported for gateways that
do not support TLS.
If you also have an existing PBX in your environment, Mediation Server handles calls
between Enterprise Voice users and the PBX. If your PBX is an IP-PBX, you can
create a direct SIP connection between the PBX and Mediation Server. If your PBX is
PSTN Integration 6-19
a TDM PBX, you must also deploy a PSTN gateway between Mediation Server and
the PBX.
Collocated 150
The IP-PBX or SBC is configured to receive traffic from any Mediation Server in the
pool and can route traffic uniformly to all Mediation Servers in the pool.
The IP-PBX does not support media bypass, but the front-end pool, that is, hosting the
Mediation Server can handle voice transcoding for calls to which media bypass does
not apply.
You can use the Microsoft Skype for Business Server 2015, Planning Tool to evaluate
whether the front-end pool where you want to collocate the Mediation Server can
handle the load. If your environment cannot meet these requirements, then you
must deploy a stand-alone Mediation Server pool.
The main functions of the Mediation Server are as follows:
Encrypting and decrypting SRTP on the Skype for Business Server side
Translating SIP over TCP (for gateways that do not support TLS) to SIP over mutual TLS
Translating media streams between Skype for Business Server and the gateway peer
of the Mediation Server
Connecting clients that are outside the network to internal ICE components, which
enable media traversal of NAT and firewalls
Acting as an intermediary for call flows that a gateway does not support, such as calls
from remote workers on an Enterprise Voice client
In deployments that include SIP trunking, working with the SIP trunking service
provider to provide PSTN support, which eliminates the need for a PSTN gateway
Dependencies
The Mediation Server has the following dependencies:
Registrar required. The Registrar is the next hop for signaling in the Mediation Server
interactions with the Skype for Business Server 2015 network. Note that Mediation
Server can be collocated on a front-end server along with the Registrar, in addition to
being installed in a stand-alone pool consisting only of Mediation Servers. The
PSTN Integration 6-21
Monitoring Server. Optional but highly recommended. The Monitoring Server enables
the Mediation Server to record quality metrics associated with its media sessions.
Edge Server. Required for external user support. The Edge Server enables the
Mediation Server to interact with users who are located behind a NAT or firewall.
Topologies
The Skype for Business Server 2015 Mediation Server is, by default, collocated with
an instance of the Registrar on a Standard Edition server, a front-end pool, or
Survivable Branch Appliance. All Mediation Servers in a front-end pool must be
configured identically. Where performance is an issue, it may be preferable to
deploy one or more Mediation Servers in a dedicated stand-alone pool.
Alternatively, if you are deploying SIP trunking, we recommend that you deploy a
stand-alone Mediation Server pool.
If you deploy Direct SIP connections to a qualified PSTN gateway that supports
media bypass and DNS load balancing, a stand-alone Mediation Server pool is not
necessary. A stand-alone Mediation Server pool is not necessary because qualified
gateways are capable of DNS load balancing to a pool of Mediation Servers and they
can receive traffic from any Mediation Server in a pool.
Media Bypass
Media bypass refers to removing the Mediation Server from the media path
whenever possible for calls whose signaling traverses the Mediation Server. Media
bypass can improve voice quality by reducing latency, needless translation, possible
packet loss, and the number of points of potential failure. Scalability can be
improved, because elimination of media processing for bypassed calls reduces the
load on the Mediation Server. This reduction in load complements the ability of the
Mediation Server to control multiple gateways.
Where a branch site without a Mediation Server is connected to a central site by one
or more WAN links with constrained bandwidth, media bypass lowers the bandwidth
requirement by allowing media from a client at a branch site to flow directly to its
local gateway without first having to flow across the WAN link to a Mediation Server
at the central site and back.
By relieving the Mediation Server from media processing, media bypass may also
reduce the number of Mediation Servers that an Enterprise Voice infrastructure
requires.
Media bypass is useful when you want to minimize the number of Mediation Servers
deployed. Typically, a Mediation Server pool will be deployed at a central site, and it
will control gateways at branch sites. Enabling media bypass allows media for PSTN
calls from clients at branch sites to flow directly through the gateways at those
sites. Skype for Business Server 2015 outbound call routes and Enterprise Voice
PSTN Integration 6-22
policies must be properly configured so that PSTN calls from clients at a branch site
are routed to the appropriate gateway.
Planning
After your Enterprise Voice structure is in place, planning for media bypass is
straightforward.
If you have a centralized topology without WAN links to branch sites, you can enable
global media bypass, because fine-tuned control is unnecessary.
If you have a distributed topology that consists of one or more network regions and
their affiliated branch sites, determine the following:
o Whether your Mediation Server peers are able to support the capabilities required
for media bypass
o Which combinations of media bypass and call admission control is appropriate for
your network?
When a user makes a call to the PSTN, the Mediation Server compares the bypass
ID of the client subnet with the bypass ID of the gateway subnet. If the two bypass
IDs match, media bypass is used for the call. If the bypass IDs do not match, media
for the call must flow through the Mediation Server.
When a user receives a call from the PSTN, the users client compares its bypass ID
to that of the PSTN gateway. If the two bypass IDs match, media flows directly from
the gateway to the client, bypassing the Mediation Server.
Only Lync Server 2010 or above clients and devices support media bypass
interactions with a Mediation Server.
Always Bypass. As the name suggests, Always Bypass means that bypass will be
attempted for all PSTN calls. Always Bypass is used for deployments where there is no
need to enable call admission control, nor is there a need to specify detailed
configuration information regarding when to attempt media bypass. Furthermore,
Always Bypass is used when there is full connectivity between clients and PSTN
gateways. In this configuration, all subnets are mapped to only one bypass ID, which
is computed by the system.
Use Site and Region Information.The bypass ID associated with site and region
configuration is used to make the bypass decision. This configuration provides the
flexibility to configure bypass for most common topologies, because it gives you fine-
grained control over when bypass happens, in addition to supporting interactions with
call admission control (CAC). The system tries to ease your task by automatically
assigning bypass IDs as follows.
o Any site connected to a region over a WAN link without bandwidth constraints
inherits the same bypass ID as the region.
o A site associated with the region over a WAN link with constrained bandwidth is
assigned a different bypass ID from that of the region.
o Subnets associated with each site inherit the bypass ID for that site.
In India to protect local telephone company operators, a call within India can be
routed either through Internet or PSTN, but not both. Therefore, a caller using Skype
for Business to call a telephone that cannot be reach through the Internet or Intranet,
must enter the PSTN through a local gateway.
Some countries through regulations require all international calls enter the PSTN
within the country and therefore, the corporate WAN cannot be used for routing
international calls to avoid paying local tariffs. Location based routing can also be
used to limit the load placed on the corporate WAN by long distance traffic. Even
though routing a call to a different PSTN gateway may be cheaper. The additional load
on the WAN may interfere with more important traffic. In this case location based
routing can be used to force all external traffic to enter the PSTN at the closest
gateway.
Upon arriving at the office, Rajesh calls his wife at home to let her know he arrived
safely. Since the home phone is reachable only through the PSTN, under Indian law
this call must enter the PSTN through the Hyderabad gateway, even though Rajesh is
based in Bangalore.
PSTN Integration 6-25
Rajesh calls his boss in Bangalore. This call can be routed over the corporate intranet,
because the call can be completed without entering the PSTN.
Location based routing policy would route all calls which do not match the internal
dial pattern or international dial pattern to be routed through the local gateway.
1 Create voice routing policy to associate the network site with the appropriate PSTN
usages. Make sure policy includes internal PBX users and does not include any
gateways which cannot be used from the site. In this example, users in Bangalore can
call PBX users in Bangalore and Hyderabad, and use only the Bangalore gateway to
connect to the PSTN. Similarly, Hyderabad users are limited to use the Hyderabad
gateway.
16 Configure location based routing for the applicable network sites and associate your
voice routing policies to them.
17 Enable location based routing for trunks which you want to apply location based
routing restrictions to apply. Usually, this is done for gateways and not PBX users (The
trunk still needs to be defined for the PBX users.).
18 Enable location based routing for users by enabling it in the voice policies.
Interworking RoutingHistory
Skype for Business Server 2015 greatly improved the mapping of Mediation Servers
(connection to the Skype for Business Pool) to Gateways (connection to the PSTN).
TLS plus Secure Real-Time Transport Protocol (SRTP) for multiple SIP trunks to the
same SBC FQDN.When Outbound Routing matches a dialed PSTN number to a route,
the route will consist of a list of trunks.
PSTN Integration 6-27
Use MTPs on same site as Skype for Business Client; keep media local.
Configuration Details
Topology Builder
After you have decided on your deployment plan, you use Topology Builder to begin
deploying. When finished, you use Topology Builder to validate the topology, and
then, if it passes, you can publish the topology. When you publish the topology,
Skype for Business Server puts the topology into the Central Management Store,
which is created at this time if it does not already exist. When you install Skype for
Business Server on each server in your deployment, the server uses the topology
from the Central Management Store and gets installed based on its role in your
deployment.
Alternatively, if you are very familiar with Skype for Business Server and need less
prescriptive guidance, you can skip the Planning Tool and use the wizards in
Topology Builder for the initial design of your deployment, and for the validation and
publishing steps.
Using Topology Builder to plan and publish a topology is a necessary step. You
cannot bypass Topology Builder and install Skype for Business Server individually on
the servers in your deployment. Each server must use the topology from a
validated, published topology in the Central Management Store.
Windows PowerShell:
Use Windows PowerShell to configure Media IP Addresses for the remaining trunks.
PSTN Integration 6-29
Virtual gateways must be defined to allow connectivity from multiple Mediation Server
pools to the same SBC FQDN.
PSTN Integration 6-30
TLS cannot be used because the SBC certificate does not contain the virtual
gateways name.
Gateway-specific inbound policies cannot be applied when virtual gateways are used
(RNL of the IP-address does not resolve to virtual gateway).
Skype for Business Server 2015:
A Gateway FQDN
TLS plus SRTP capability for multiple SIP trunks to the same SBC FQDN.
When Outbound Routing matches a dialed PSTN number to a route, the route will
consist of a list of trunks.
Contrast this with Lync Server 2010, where a route consisted of a list of gateways.
History-Info
Some carriers refuse calls that do not show clear egress from their network
PSTN Integration 6-31
25 The History-Info and P-Asserted-Identity fields provide the target system information
for billing to the user who initiated the call (Bob).
Resiliency from the Mediation Server to its next-hop proxy is necessary to improve
PSTN Integration 6-32
overall resiliency.
Outbound Routing (OBR) may take up to 20 minutes to realize that a Mediation Server
pool that was previously marked as down is back in service.
TCP socket timeout involved when the Mediation Server determines gateway failure
can lead to 40+ seconds delay time.
Solution with Skype for Business Server 2015:
Once every minute an OPTIONS poll is sent from the Mediation Server on each trunk.
If five consecutive OPTIONS polls have failed for a trunk, and an INVITE is received
from the front-end server destined for that trunk, the Mediation Server will not
attempt to send the INVITE to the gateway (as was the case in Lync Server 2010).
Response code 503informs the front-end server that no gateways are reachable from
MS-01.
SIPStack now knows that the Mediation Server has lost connectivity to all gateways
and triggers load balancing.
Response code 503instructs the Front-End Server to retry other Mediation Servers in
the pool for the call.
After OBR has marked a Mediation Server pool as down, it starts sending options polls
to the Mediation Server pool so that it can quickly determine when the pool can be
used again for service calls.
The Mediation Server only responds with 200 OK if it can communicate with at least
one gateway.
Otherwise, it responds with response code 50x, which will not result in OBR marking
the Mediation Server pool as back in service.
PSTN Integration 6-33
Response code 504 informs the Front-End Server that GW1 is down.
Response code 504 instructsthe Front-End Server that the trunk is down and that a
different trunk should be tried.
PSTN Integration 6-34
This results in the timer being immediately stopped, even though the gateway never
answers with an 18x; the net result is that misconfigured and/or nonfunctioning
gateways are masked, and OBR recovery to alternate routes is thwarted.
If an 18x response is not received for the call within this 10-second interval, OBR tries
the next element in its routing algorithm.
Auto-generated response code 183 from the Mediation Server to OBR will not cause
the OBR timer to stop.
If the primary next-hop proxy is found to be down (failure to answer to five options
polls in a row), new invites from gateways are sent to the backup next-hop proxy.
Additionally, a 10-second timer is used for incoming calls, so if the primary next-hop
proxy is used for a call and no SIP response is received within this time, the call is
rerouted to the backup next-hop proxy.
Outbound Calls
For outbound calls all pairings of Skype for Business Server 2015, Lync Server 2010
and Lync server 2010 are allowed, except hosting users on a Lync server 2010 Front
End Pool with a Skype for Business Server 2015 Mediation Server. Under no
circumstances is an environment with all three releases supported. The next-hop
server concept does not apply to outbound call, because the callers home pool
handles the routing.
Inbound Calls
For inbound calls the limitation is the next-hop server must be the same as the
Mediation Server. After that the recipients home pool can be Skype for Business
Server 2015, Lync Server 2013 and Lync Server 2010.
A Lync Server 2013 Survivable Branch Appliance (SBA) can be used with either a Lync
Server 2013 pool or a Skype for Business2015 pool.
When used with a Skype for Business2015 pool, the Lync Server 2013 SBA will still
write monitoring and archiving content to the Lync Server 2013monitoring store.
A Skype for Business2015 SBA only works with a Skype for Business2015 pool.
PSTN Integration 6-37
Click-to-call experience, with the audio provided through the PBX phone.
Presence, user search, and IM integration-- for example, two Call Via Work users in an
IM session can add audio to their session, with the audio provided through the PBX
phones.
The ability to add IM, application sharing, and file transfer to a Call Via Work call.
26 A user uses his Skype for Business to dial a number or uses the click-to-dial feature to
start a PSTN call, the Skype for Business client talks to the UCWA component on the
Skype for Business server to setup this call.
27 The Skype for Business Server sets up a call to the PBX and dials the users PBX
station number
28 The PBX rings the end user on this PBX station, the user picks up the call
29 Once the call is connected, Skype for Business will initiate a second call to the dialed
number
31 The destination picks up the call, the PBX station is connected to the destination.
PSTN Integration 6-38
User experience
This is the user experience if a Call via Work is used to place a call. The screenshots
show the sequence for a user dialing a PSTN number.
4 The user dials a number from his Skype for Business client
8 A ring-back tone is played to the PBX station, Skype for Business Server places a call
to the destination number
9 The destination picks up the call, the call is connected and the users can talk.
Mid-call control
The call is being performed using the PBX station as the audio endpoint, this
transfers most of the mid-call control options to the PBX station as well. E.g. if you
want to place a call on hold, you need to perform this using the capabilities that
your PBX station provides you with to accomplish this.
The Conversation Windows enables the user to end the call, this is really the only
call control option that Skype for Business can perform in this scenario.The call
timer feature is not available in a call-via-work scenario.
Adding Modalities
Call via Work supports adding modalities to a call if the called person is a Lync or Skype
for Business user. Pick a Skype for Business user from your contact list and place a call to
them. Call via Work will call you on your PBX Station to establish the call. Once the Skype
for Business user accepts the call you can add additional modalities to this conversation.
Application sharing
Desktop Sharing
File Transfer
Please note that adding Video is not supported in a call via work scenario.
You also cannot escalate an existing Call via Work call to a conference or add
conferencing workloads like:
PowerPoint
Whiteboard
Q&A
PSTN Integration 6-39
Poll
In order to escalate to a conference, you need to start the conference first and have
Call via Work join you in that conference.
End a call
The user can decide to hang up the call on his PBX station, press the hang up
button in the conversation window or close the conversation window by pressing the
x.
Conversation history
The conversation history works as expected, the user can see all his calls in the
conversation history. Call via Work will only show the second part of the call, the
first call leg to his PBX station will not be shown in the conversation history window.
Avoid misleading missed call notification for inbound calls by configuring your PBX
to send a call completed elsewhere reason header in the CANCEL message. This
allows Skype for Business that the call has been answered on a different endpoint
and has not been missed.
Meetings
Call via Work supports fully supports all meeting scenarios.
Users that are configured for Call via Work will be asked which endpoint should be
used when they enter a meeting. Call via Work will auto-populate the Call me at:
section with the number that has been configured to be the audio endpoint in a Call
via Work scenario.
This works for all conferencing scenarios:
Scheduled conferences
Ad-hoc meetings
The conference will call the user and he will be added to the conference using his PBX
station as an audio device. All remaining conferencing modalities will stay in the Skype for
Business client.
PSTN Integration 6-40
Inbound Calls
Remember that Call via Work is a feature to support outbound calls only, Call via Work
cannot handle inbound calls.
Setup simultaneous ring in your Skype for Business client to handle inbound calls and
point this to you PBX handset station number. Any inbound calls will be forked to this
number and you can answer the call on this station.
Consider the placement of your PBX and the Skype for Business PSTN gateway. If your
PBX is the first component in the line you might not receive any inbound calls on Skype
for Business, thus all calls will land on the PBX station only.
Presence
Skype for Business will update the presence to in a call or in a conference call
whenever Skype for Business has knowledge of the call. This is the case if any
Skype for Business component is part of the call setup which may not be the case in
any scenario. Review these scenarios for more details.
You must have a Mediation Server deployed, either as part of a Front End Server or
as a standalone role. You must also deploy an IP-PBX gateway.
All users who will be enabled for Call Via Work must have a Direct Inward Dialing
(DID) on the PBX phone system.
PSTN Integration 6-41
You must enable all Call Via Work users for Enterprise Voice. When you do this, you
must configure the Skype for Business DID number for each user to the
corresponding DID number for the corresponding PBX phone system.
All users who will be using Call Via Work must have Automatic Configuration
selected in their Advanced Connections option in their Skype for Business client.
This enables the client to discover the UCWA URLs. Automatic Configuration is the
default selection.
For each Call Via Work user, enable call forwarding and simultaneous ringing.
For each Call Via Work user, ensure that dial-in conferencing and conferencing
dial-out are enabled. This enables these users to get into and out of Skype for
Business conferences.
Ensure that delegation, team call, and response group are disabled for every Call
Via Work user.
Configuration
Call via Work is enabled through a Call via Work policy. To create a new policy, use
the new-csCallviaWorkPolicy cmdlet:
This policy enabled the user for Call via work and allows the user to select his PBX
station number. You may also create a policy that specifies the PBX station number
for the user. Use the UseAdminCallBackNumber option with the
AdminCallbackNumber option to define the number for the user.
Please be aware that you may need to specify a new policy for every user if
you want to use a unique AdminCallbackNumber for every user.
Applying the policy to a user allows the user to use the feature. The user now can
go into the Call handling section in the settings and enable Call via Work, it is not
turned on by applying the policy.
If a Call Via Work user has set up call forwarding to the Call Via Work callback
number, and someone tries to invite this user to a meeting by the user's phone
number, the invitation will not reach the user. You should educate your users to
invite participants to meetings by clicking the name, not the phone number.
Enhanced 911 capability and malicious call tracing are not available during Call Via
Work calls.
Users enabled for Call Via Work cannot use the delegation, team call, or response
group features.
Users of Call Via Work cannot use Skype for Business to record a meeting, mute or
unmute the call, hold or transfer the call, or use call park.
Users cannot use Call Via Work to access their PBX voicemail messages.
Users of Call Via Work cannot escalate a session that started as a voice call to a
collaborative meeting that includes communications such as video, Powerpoint,
whiteboard, or One Note.
Users of Call Via Work cannot add more users to a 2-person call.
If a user answers a makes or answers a call using the PBX phone (and not using the
Skype for Business window), there will be no log of the call.
If your PBX system does not support REFER with Replaces, the following behavior
will happen. While on a Call Via Work call, if the user transfers the ongoing call from
the PBX Phone, the call window will not disappear from their Skype for Business
window. If the user then closes the call window, the call between the transfer target
and the transferee will end.
Voice Routing
When a Skype for Business user places a call, Skype for Business Server 2015 goes
through a sequence of steps to normalize the number, route the call and authorize
the call, as follows:
32 The user initiates a call from the client. This can be done by:
f. Entering a SIP URI that will bypass most of the logic and go directly to Inbound
Routing.
33 First, a check for an emergency number is performed. The check is done before
normalization to minimize delays.
h. If the number does not qualify as an emergency number, the process continues.
34 Next, the process checks to determine whether the number is a global number,
according to RFC 3966 Global numbers starts with +. However, this does not mean
the number is in the E.164 format. Number from the Skype for Business contact list
should be as Global numbers.
36 Has the user entered a valid number?At least one normalization rule must match.
37 Therefore, the process must also check to determine if a number is within a call park
orbit, in addition to the normalization rules.
38 Is there a Skype for Business user with this number?After the number is translated
to a global unique format (normalized to E.164), a Reverse Number Lookup (RNL) is
performed by comparing the number against the msRTCSIP-Line and msRTCSIP-
PrivateLine attributes in Active Directory.
39 If the RNL matches, outbound routing has completed processing for numbers that
match Skype for Business users. The call is transferred to inbound routing for further
processing:
d If there is a network outage or Call Access Control (CAC) network usage limits are
reached, Fallback PSTN usage may return continue processing at the next step.
40 If there is no match for RNL, the process checks to determine if the number is in the
unassigned number range or Call Park Orbit range.
41 The call is then transferred to the Announcement or Call Park service. Announcement
and Call Park services are covered in the Voice Applications module.
42 Then, the Voice Policyfor the user is checked for PSTN usages to find a route for the
call. Every user is assigned a Voice Policy.The Voice Policy defines the PSTN usages for
the user and the voice features that are available for the user.
43 If possible, a route is selected which matches the selection criteria for the number and
matches the PSTN usage for the user.
44 Based on the selected route a gateway to Public Switched Telephone Network (PSTN)
or route to a Private Branch Exchange (PBX) is determined. Based on the gateway a
MediationServer and trunkare selected then used to complete the routing to the PSTN
or PBX.
45 The PSTN further routes the call to the intended number along with a tell-tale ring
being heard in the speaker of the original client.
PSTN Integration 6-44
Numbers can be translated between Skype for Business and the PBX.
An E.164 number can be up to 15 digits. The first 1 to 3 digits are the country code,
where the first digit is the region code. For example, Europe is covered by regions 3
and 4. The length of the country code was set based on anticipated call volume
(shorter numbers reduce wear on mechanical switches) and number of subscribers
(larger number of subscribers means longer numbers required for the subscriber
number). North America was assigned country code, 1. The countries in North
America and the Caribbean already had an existing agreement to jointly handle
direct dial international calls within the region. 1 was already used as the standard
access number for long distance. In other regions, country codes are 2 or 3 digits.
PSTN Integration 6-45
The format of the rest of the number is up to each country. This includes the length
of the phone number. Most countries implement National Destination Codes (NDC)
as the first level of routing. Examples of NDC include the North American three-digit
area code, and Australian digit region or state code.
Note: The way people traditional write phone numbers has to deal with how
calls are routed. For example, in the United States a telephone branch circuit could
originally handle 10,000 subscribers and phone numbers were allocated in blocks
of 10,000, so phone numbers are as 1-555-555-5555 (<long distance access
code>-<3 digit area code>-<3 digit branch code>-<1 of 10,000 numbers>).
Most PBX do not use E164 formatted to call out to the PSTN or within the PBX. The
PBX needs to dial in a format recognized by the PSTN. The telephone companies
implemented shortened formats to reduce wear on equipment. For example, in
most countries to make a call within the country the caller dials a 1 digit access
code instead of a 3 digit country code, or when dialing a number within the same
branch, only the 4 digit subscriber number needs to be dialed.
Global policy.This is the default voice policy that is installed with the product. You can
edit the global voice policy to meet the specific needs of your organization, but you
cannot rename or delete it. This policy applies to all Enterprise Voice users, groups,
and contact objects in your deployment unless you configure and assign a voice policy
with more specific scope. If you want to disable this policy entirely, ensure that all
sites and users have custom policies assigned to them.
Site policy.This policy applies to an entire site, except for any users, groups, or
contact objects that are assigned a specific user policy. To define a site voice policy,
you must specify the site to which the policy applies. If a user voice policy is not
assigned, the site policy is used.
Pool policy. This policy applies to users assigned to a particular Registrar pool. A site
can have one or more Registrar pools to support Enterprise Voice. Not all policy types
can be assigned at the pool level.
User policy.This policy can be assigned to individual users, groups, or contact objects.
This is the lowest level of policy. User policies can be deployed to enable features for
certain users or groups at a site, but not for others in the same site. For example, you
may want to disable long distance dialing for some employees. For the purpose of
assigning a policy, a contact object is treated as an individual user.
When applying policies to users, policies are not merged, and only the most specific
policy available is applied. Users can be assigned to a specific policy, or set to
PSTN Integration 6-46
Note: Not every level is available for every type of policy. For example, voice
policies cannot be set at the pool level.
Dial Plans
A dial plan is a named set of normalization rules that translates phone numbers for
a named location, individual user, or contact object into a single standard (E.164)
format for purposes of phone authorization and call routing.
Normalization rules define how phone numbers, expressed in various formats, are to
be routed for each specified location, user, or contact object. The same dial string
may be interpreted and translated differently, depending on the location from which
it is dialed, and the person or contact object making the call.
User dial plan. Can be assigned to individual users, groups, or contact objects. Voice
applications can look up a per-user dial plan when a call is received with the phone-
context set to user-default. For the purpose of assigning a dial plan, a contact object is
treated as an individual user.
Pool dial plan. Can be created at the service level for any PSTN gateway or Registrar
in your topology. To define a pool dial plan, you must specify the particular service
(PSTN gateway or Registrar pool) to which the dial plan applies.
Site dial plan. Can be created for an entire site, except for any users, groups, or
contact objects that are assigned a pool dial plan or user dial plan. To define a site dial
plan, you must specify the site to which the dial plan applies.
PSTN Integration 6-47
Global dial plan. The default dial plan installed with the product. You can edit the
global dial plan, but you cannot delete it. This dial plan applies to all Enterprise Voice
users, groups, and contact objects in your deployment, unless you configure and
assign a dial plan with a more specific scope.
As the administrator, you can manage and assign dial plan scope levels by using
Skype for Business Server Control Panel.
Country code
Area code
Length of extension
Site prefix
Note: For details about using .NET Framework regular expressions, see ".NET
Framework Regular Expressions" at http://go.microsoft.com/fwlink/p/?
linkId=140927.
Skype for Business 2015 brings a new set of Powershell commands for controlling
Address Book Normalization rules. In previous versions of Lync, these rules were
configured in the Company_Phone_Number_Normalization_Rules.txt file that was
stored in the address book storage on the Lync share. This previous method was not
particularly intuitive and prone to issues because of the text file format used.
The new Skype for Business address book normalizationPowershell commands offer
a way to import AddressbookNormalization Rule files. The command is listed below
and will import the Pattern and Translation Rule directly into the new Skype for
Business commands. In doing so, the import process will create a random GUID to
be used as a unique name for each normalization rule.
Import-CSCompanyPhoneNormalizationRules FileName
Company_Phone_Number_Normalization_Rules.txt Identity Global
Voice Policies
Dial Planis a named set of normalization rules that translates phone numbers for a
named location, individual user, or contact object into a single standard (E.164)
format for purposes of phone authorization and call routing. A set of normalization
rules associated with a particular location constitutes a dial plan.
Voice policy associates one or more PSTN usage records with users, group or contacts.
A voice policy also provides a list of calling features that you can enable or disable.
PSTN usage recordspecifies a class of call (such as internal, local, or long distance)
that can be made by various users, or groups of users, in an organization.
Voice routeassociates destination phone numbers with particular trunks and PSTN
usage records. A PSTN gateway is considered a trunk.
In order to make a call, a call route must exist from the caller to the recipient, the
caller must be associated with the route by a PSTN usage record and the caller must
be authorized by for the level of service necessary to complete the call.
There may be multiple potential routes for a call, but the first matching available
route will be used. For example, Mary is an Adatum Corporation employee in
Redmond who needs to call a customer in New York. She is not authorized to make
long distance calls, but the call can still be completed as a local call through the
New York office by Skype for Business Server.
Voice Policies
Creating Voice Policies:
46 Open a browser window, and then enter the Admin URL to open the Skype for
Business Server Control Panel. For details about the different methods you can use to
PSTN Integration 6-50
start Skype for Business Server Control Panel, see Open Skype for Business Server
Administrative Tools.
47 On the left navigation bar, click Voice Routing, and then click Voice Policy.
48 On the Voice Policy page, click New, and then select a scope for the new policy:
e Site policy applies to an entire site, except any users or groups that are assigned
to a user policy. If you select Site for a policy scope, choose the site from the
Select a Site dialog box. If a voice policy has already been created for a site, the
site does not appear in the Select a Site dialog box.
49 If the voice policy scope is User, enter a descriptive name for the policy in the Name
field.
51 Select or clear the following check boxes to enable or disable each of the Calling
features for this voice policy.
f Voice mail escape prevents calls from being immediately routed to the users
mobile phone voice mail system when phone is off or out of range.
l. Call forwarding enables users to forward calls to other phones and client devices.
Skype for Business Server 2015 provides a significantly wider range of
configuration options for call forwarding by applying special voice policies.
m. Delegation enables users to specify other users to send and receive calls on their
behalf using simultaneous ring. This feature is enabled by default.
n. Call transfer enables users to transfer calls to other users. This feature is enabled
by default.
o. Call park enables users to park calls on hold and then pick up the call from a
different phone or client. This feature is disabled by default.
q. Team call enables users on a defined team to answer calls for other members of
the team. This feature is enabled by default.
r. PSTN re-route allows calls that would normally be routed over the enterprise Wide
Area Network (WAN) to be routed through the PSTN when the WAN is congested.
This feature is enabled by default.
t. Malicious call tracing enables users to report malicious calls (such as bomb
threats), which in turn flags the calls in the call detail records (CDRs). This feature
is disabled by default.
52 Associate PSTN usage records with this voice policy. Arrange the PSTN usage records
for optimum performance. A call will route using the first policy in the list that pattern
PSTN Integration 6-51
matches the normalized number. To change a records position in the list, highlight the
record name, and then click the up or down arrow.
53 Associate PSTN usage records for call forwarding and simultaneous ringing with this
voice policy. Different PSTN usage policies can be applied to call forwarding and
simultaneous ringing. For example, you may want to allow users to make international
calls, but you do not want them to be able to simultaneously ring or forward a call to
an international number.
54 (Optional) Enter a number to test the voice policy and click Go. The test results are
displayed under Translated number to test.
55 Click OK.
56 On the Voice Policy page, click Commit, and then click Commit all.
Managed Features
Call forwarding enables users to forward calls to other phones and client devices.
Skype for Business Server 2015 provides a significantly wider range of configuration
options for call forwarding. For example, if an organization does not want to allow
incoming calls to be forwarded externally to the PSTN, an administrator can apply a
special voice policy to deploy this restriction. It is enabled by default.
Delegation enables users to specify other users to send and receive calls on their
behalf. In Skype for Business Server 2015, a delegate can configure simultaneous
ringing that enables incoming calls to his or her manager to ring all of the delegates
simultaneous ringing targets. This provides the delegate with greater flexibility in
responding to calls directed to the manager. It is enabled by default.
Call transfer enables users to transfer calls to other users. It is enabled by default.
Call park enables users to park calls on hold and then pick up the call from a different
phone or client. It is disabled by default.
Team call enables users on a defined team to answer calls for other members of the
team. It is enabled by default.
PSTN re-route enables users (who are assigned this policy) to re-route calls to other
enterprise users on the public switched telephone network (PSTN), if the wide area
network (WAN) is congested or unavailable. It is enabled by default.
Malicious call tracing enables users to report malicious calls (such as bomb threats) by
using the client UI, which in turn, flags the calls in the call detail records (CDRs). It is
disabled by default.
PSTN Usage
PSTN Integration 6-52
A PSTN usage record specifies a class of call, such as outbound local, inbound local,
outbound international, and so on.
A Voice Policy associates a user with a PSTN usage record, granting the user that
class of call.
For outbound calls, a route determines which PSTN gateway to use for a usage
record and the dialed number, and for inbound calls, if a particular user can receive
calls from a specified PSTN gateway.
To choose one or more records from a list of all PSTN usage records available in your
Enterprise Voice deployment, click Select. Highlight the records that you want to add
with this voice policy, and then click OK.
To remove a PSTN usage record from the voice policy, highlight the record, and then
click Remove.
To define a new PSTN usage record and associate it with this voice policy, do the
following:
57 In the Name field, enter a unique descriptive name for the record. For example, you
may want to create a PSTN usage record named Redmond for full-time employees
located in Redmond, and another named RedmondTemps for temporary employees.
Note: The PSTN usage record name must be unique within the Enterprise Voice
deployment. After the record is saved, the Name field cannot be edited.
58 Use any of the following methods to add and configure routes for this PSTN usage
record:
o To choose one or more routes from the list of all available routes in your Enterprise
Voice deployment, click Select, highlight the routes that you want to associate
with this PSTN usage record, and then click OK.
o To remove a route from the PSTN usage record, highlight the route, and then click
Remove.
o To define a new route and associate it with this PSTN usage record, click New.
Voice routes are covered later in this lesson.
o To edit a route that is already associated with this PSTN usage record, highlight
the route and click Show details.
59 Click OK.
o To edit a PSTN usage record that is already associated with this voice policy, do
the following:
13 Highlight the PSTN usage record that you want to edit, and then click Show
details.
PSTN Integration 6-53
60 Use any of the following methods to associate and configure routes for this
PSTN usage record:
o To choose one or more routes from the list of all available routes in your
Enterprise Voice deployment, click Select, highlight the routes you want to
associate with this PSTN usage record, and then click OK.
o To remove a route from this PSTN usage record, highlight the route, and then
click Remove.
o To define a new route and associate it with this PSTN usage record, click New.
o To edit a route that is already associated with this PSTN usage record, highlight
the route and click Show details.
61 Click OK.
Voice Routes
Voice route configuration includes:
Name
Description(optional)
PSTN Integration 6-54
PSTN usage records that users must have in order use this voice routes.
Routes are also regular expressions that match a normalized number to select a
gateway with the exception of internal routes. Internal route are for internal
numbers and should include both within Skype for Business and on PBX.
Internal routes are used for routing calls through the corporate network and also
used for PSTN routing of internal calls for call admission control (CAC) or network
failure.
Other routes should be based on similar service and can include multiple gateways
in route if in the same location and has the same cost for calls. Otherwise create
multiple routes and use PSTN usage to group and prioritize.
Trunk Configuration
Trunk configuration is applied to trunks defined in Topology Builder. Trunk
configuration settings define the configuration and capabilities between a Mediation
server and:
A PSTN gateway,
An IP-PBX
the second number is for international users which need to translate the + to the
international access code, typically 011 in the United States.
Called number
Pattern to match Translation pattern
translation rule
Alice calls +44221234567.Based on the route translation pattern, the called number is
formatted to 01144221234567 when using the gateway in Redmond.
Bob calls Alices number, +44334455667,from his mobile phone.Based on the route
translation pattern, the calling number is formatted to 5667 when using the gateway
in Redmond.
The order rules are called matters. If the Replace + with 011 rule was first, then
calls to London extensions would always try to connect to the London office through
an international toll call. By using calling rules, the address book only needs to store
one number for a called party that can be used with any Skype for Business client
from any location, assuming the rules are written correctly.
The Skype for Business Control Panel can also be used to test the matching
patterns.
Best Practice: Always include the country code in the Line URI. One of the
most common mistakes is forgetting the 1 (North American Country Code) when
adding numbers from the United States.
If ext= is not specified, the user has to enter entire phone number in E.164 format
to log on to conferences.
o What are users dialing for internal, local, national or international numbers?
Migration Strategy
In most cases customers will be migrating from existing PBX systems. There are two
questions that need to be asked about keeping the existing PBX:
14 Is there a compelling reason to keep any existing users on the existing PBX system?
Along with the PBX a decision has to be made on what to do with the current dial-in
numbers and trunks, particularly direct inward dial (DID) numbers. From a technical
standpoint getting new DID numbers is simplest approach, but retaining existing
numbers is usually less disruptive to a business. There are cost advantages and
disadvantages to each approach as well.
Using the existing dialing patterns is usually accepted more readily by the users. As
we saw earlier many dialing rules for PBX were based on a locally focused static
workforce using mechanical systems with an expensive, sometimes monopolistic,
public phone system. Are these dialing rules appropriate now with globalized,
mobile workforce in the digital age?
Define Routes
The following steps should be taken to determine the routes which need to be
defined in Skype for Business:
15 Identify all PSTN gateways the capacity of inbound and outbound traffic each can
support.
63 Identify calling patterns and volume, inbound and outbound, between internal and
PSTN Integration 6-58
external parties.
64 Identify a cost for each gateway for each call pattern in step 2.
65 Concentrate on the highest volume routes and define least cost route and secondary
route, in case the least cost route is full.
66 Define all remaining routes to provide complete coverage. These can fall into general
categories, such as International calls or use the routes already defined.
67 It is a good idea to recheck the usage patterns against the defined routes to make
sure there are no bottlenecks
Use the above information to define Voice routes, PSTN usage and Voice policies.
If PBX users still exist also include a route from Skype for Business Server to the
range of numbers for the PBX users.
Again dialing 00 is not required with Skype for Business. Skype for Business will
determine the voice policy to apply based on who the user is and where the user is
located. Then based on the voice policy analyze the number and determine the best
route for the call. In fact, Skype for Business can route calls to different gateways in
different geographic regions to minimize the cost of a call. In large multinational
companies an international call could be routed to a different site and connected as
a local call.
Note: Before create rules for routing international calls, check all applicable
laws and tariffs.
Always dial the full number, not extensions for internal numbers
With a highly mobile work force, it is important to keep dialing rules consistent from
office to office. The reaction by most planners is to always require users to dial the
full phone number. There are many problems with this approach. First, this
frustrates users, because they need to remember or store more digits. Second, the
specification of a full number varies from country to country and even within a
country. Third, it does not simplify the routing rules that much, because rules need
to insure that internal calls are not unnecessarily routed to the PSTN.
With Skype for Business users since numbers are associated with users, not
locations the number dialed is always the same and should be a short as possible.
The number dialed is the same from a phone, Skype for Business client or Skype for
Business mobile App. In fact with the contacts synchronized with Active Directory,
once users are familiar with link they dial by name not by number.
Local Premium (not shown) numbers dial like a local number but billed at a higher
rate.
Local typical the lowest cost numbers to dial or require a separate trunk.
When defining routes give then meaningful name such as site plus category. I the
example the site is Germany (DE).
Starting with least cost and working up to the costliest, define the routes and
matching patterns.
Note: Be care with simple country code rules. While many people think 1 is
the country code for the United States, it is in reality the code for the North
American and Caribbean region. So a call from within the United States matching
1 plus a 10 digit number could in reality be a very expensive long distance
number
Number Blocking
Sometimes it is desired to block calls to particular ranges of numbers, because of cost of
the call or the content. There are two ways to block a call the supported, also known as
traditional, method and the simplified alternative method.
The traditional method is to add an excluded range to the existing rules and
optionally create a separate range to allow access to limited number of users. Care
must be taken to exclude the range in all routes which may include that range. This
approach can be difficult to manage if the list of excluded phone number is
constantly changing.For example, if you wish to block the number to the local
footballhotline, except for the sales and support team that services that account,
create a national premium route which and use a voice policy to only assign it to the
account team.
The alternative method is to create an unassigned number range that matches
the desired blocked number range. All outbound calls to this number range will
receive a recorded message. Since the unassigned number check is performed
before call routing, all calls to those numbers are block without regard to caller.
Note: The unassigned number feature is covered in more detail in the Voice
Application module.
PSTN Integration 6-61
Call ParkFeatures
Call park is a feature of some telephone systems that allows a user to put a call on
hold at one telephone set and continue the conversation from any other telephone
set. Call park is a functionality commonly seen in Legacy PBX systems. Skype for
Business implements call park functionality, enabling users to park and retrieve
calls, although Skype for Business relies on a 3rd party paging solution for the
announcement of parked calls. The Call Park application is automatically installed
when you deploy Enterprise Voice.
When a user parks a call, Skype for Business Server 2015 transfers the call to a
temporary number, known as an orbit, where the call is held until someone retrieves
it or it times out. After a call is parked, any Skype for Business2015 user can dial the
orbit number and retrieve the parked call.
Supported Clients
You can use any client to retrieve calls that are parked on Call park. This includes
typical IP common area phones and non-IP phones that are connected to the Skype
for Business Server 2015 infrastructure, including common area phones and PBX
phones. The following table lists the supported clients you can use to both park and
retrieve calls. In the table, Parker refers to the user parking the call, Parkee to the
type of call by originator, and Retriever to the user retrieving the call.
Note: Only audio calls can be parked. Instant messages and conferences
cannot be parked.
Safe-retrieve
The safe-retrieve feature, while not apparent to a user, and not intended to be a
secure retrieve, provides a way to avoid accidental retrieval of the wrong call. To
do a plain retrieve of a parked call, you just dial the orbit. This is a requirement to
make the user experience as simple as possible.
Because the orbit pool is finite, calls eventually get parked on the same orbit on
which old calls were parked (after a period of time). If the orbits get logged to the
Conversation History, distributed in email, or recorded in any other way, they can
become stale over time. Worse, if a new call is parked on the old orbit, there is a
slight chance of accidentally retrieving the wrong call. Safe-retrieve embeds a
parameter in the Tel: URI link that uniquely identifies the parked call in question and
it refuses to retrieve the call if the parameter doesnt match.
As a general rule, if retrieval happens as a result of a user explicitly dialing the orbit,
it is considered a normal retrieve. If retrieval happens because of special user
interface treatment, or by clicking a link, safe-retrieve then occurs. On the wire, the
only difference is that the outgoing INVITE for safe-retrieve has an additional SIP
header, ms-parked-call.
Clicking the Retrieve button (this performs a safe retrieve), or copying the link into
an IM message, where a unique ID identifies the call.
The user that parked the call receives notification of who retrieved the call.
The screenshots on the slide show the options that are available to the original call
parker and the notification shown to the call parker when someone picks up the call.
Unlike some PBX systems, which display a light or a flashing button on the phone to
let you know a call is parked or on hold, you cannot see if someone is currently in a
call park in the Skype for Business window.
PSTN Integration 6-63
Note: We recommend that you configure the OnTimeoutURI option for the
fallback destination to use when a parked call times out and ringback fails. This
options specifies the SIP address of the user or response group to which an
unanswered parked call is routed when the maximum number of times a parked
call rings back to the answering phone is exceeded.
The slide shows the ringback action and how it appears to the original call parker.
The user can choose to either answer or ignore the call. The call cannot be
redirected or forwarded to voice mail.
Note: You must explicitly enable Call Park for each user in the Voice Policy
because this is disabled by default.
PSTN Integration 6-64
Call a user who has Call Park enabled and have the user park the call.
Park another call, let the parked call time out, and do not pick up the ringback. Verify
that the timed-out call is correctly routed to the fallback destination that is specified
for OnTimeoutURI.
When choosing the number range for the extensions in your Call Park orbit, the
value you enter must be a string that begins with either the character * or #, or a
number 1 through 9. The first number cannot be a zero. Subsequent numbers may
be any number from 0 through 9, up to seven numbers. If you do not choose to
require the character * or #, you may have a total of eight numbers, but the first
number cannot be zero.
Finally, you must enter the FQDN or service ID of the destination server, which is the
Application service that hosts the Call Park application.
The amount of time that elapses after a call has been parked before it rings back to
the phone where the call was parked from. The default is 1 minute 30 seconds (1:30).
Whether music is played while the call is parked. You can also specify your own music
file to use in place of the default music file that is included with Skype for Business
Server 2015.
The number of times a parked call rings back to the answering phone before it is
forwarded to the fallback Uniform Resource Identifier (URI) that is specified. The
default is 1.
The SIP address of the user or response group to which an unanswered parked call is
routed when the maximum call pickup attempts are exceeded. The default is no
forwarding address.
Note: If you customize music on hold and want the same music for multiple
sites, you must configure the music file for each site that runs the Call Park
application.
PSTN Integration 6-66
Step 1: Alice calls Bob, who is running Skype for Business Server 2015.
Step 2: Alice is now connected to Bob, and media flows from Alice to Bob.
Step 3: Alice wants to speak to Charlie. Bob issues a Call Park command to the Call
Park service, requesting an orbit. For now, the media still flow to Bob.
Step 4: Alice is now on hold, receiving Music on Hold (MoH) from the Call Park
service. Bob receives a Call Park orbit. The media is now redirected to the front-end
server for Music on Hold.
Step 5: Bob now shares the Call Park orbit with Charlie through an internal paging
system, instant messaging (IM), or some alternate method.
Note: A paging system is not part of the Skype for Business system.
Step 6: Charlie dials the orbit number in an attempt to retrieve the parked call.
Step 7: Alice is now connected directly with Charlie. The media is redirected to
Charlie. Music on Hold is no longer required, and Alice connects to Charlie
Announcement Service
The process of deploying the unassigned number feature consists of two main
tasks:
69 Configure the unassigned number ranges in the unassigned number table and
associate them with the appropriate announcement.
Before defining the number ranges for the unassigned numbers, you must have at
least one announcement. Announcements are played by the Announcement service
that is installed if a front-end server is enabled for Enterprise Voice.
The following example shows how to create and name the announcement.
The TargetURI option is the Uniform Resource Identifier (URI) to which the caller is
transferred after the announcement has been played.
u. Record the audio file by using any audio recording application capable of creating
a .wav file.
v. Import the contents of the audio file to File Store by running the following cmdlet
in the Skype for Business Server Management Shell.
Import-CsAnnouncementFile
71 Assign the new announcement to a number range in the unassigned number table, as
explained in the following topic.
17 In the Skype for Business Server Control Panel, in the left navigation bar, click Voice
Features.
72 On the Unassigned Number page, on the Unassigned Number tab, click New.
73 In the New Unassigned Number Range dialog box, in the Name box, type the
name for the range of numbers.
74 In the first Number range box, type the first number in the range of numbers. The
value must be less than or equal to the value specified in the second Number range
box, which specifies the last number in the range of numbers.
PSTN Integration 6-71
75 In the second Number range box, type the last number in the range of numbers.
Note: The value must be greater than or equal to the number specified as the
first number in the range. The number must match the regular expression,(tel:)?
(\+)?[1-9]\d{0,17}(;ext=[1-9]\d{0,9})?. This means that the number may
begin with the string,tel: (if you dont specify that string it will be automatically
added for you), a plus sign (+), and a digit from 1 through 9. The phone number
can be up to 17 digits and may be followed by an extension in the format ;ext=
followed by the extension number.
Click Announcement.
Or
w. In the Announcement field, select the announcement that will be played for this
range of unassigned numbers.
78 If you clicked Exchange UM, click Auto Attendant phone number, click Select,
select the phone number that will be used for this range of unassigned numbers, and
then click OK.
79 Click OK.
80 On the Unassigned Number page, ensure that the unassigned number ranges are
arranged in the order you want. To change a range position in the table, highlight the
range in the list, and then click the up or down arrow.
Reader Aid: TipSkype for Business Server searches the unassigned number
table from top to bottom and uses the first range that matches the unassigned
number. If you have a range that specifies a last-resort action, ensure that the
range is at the end of the list.
PSTN Integration 6-72
Alice has dialed a phone number that she believes belongs to Bob. The vacant
number routing determines that this is not a valid number. Alice is connected to a
special Response Group Service(RGS) workflow and is notified that this number is not
in use.
The number range includes the full corporate number block acquired from the Telco
provider.
If the dialed number is not assigned to a user, reverse number lookup fails because a
matching Line URI cannot be found.
The call then falls back to the target specified for the unassigned number range and
the call is handled by a special RGS workflow.
Step 2
The special RGS workflow now transfers Alice to Charlie as configured by the vacant
number routing.
The RGS workflow plays the announcement (if configured) and will transfer the call to
a generic destination (also if configured).
Step 3
Note: Although this scenario is not central to the response group functionality,
it does take advantage of the RGS engine to produce a greeting to the caller.
Response Groups Service is covered in detail later in this module.
PSTN Conferencing
If your organization has users who need to attend Skype for Business Server 2015
on-premises conferences when they are out of the office or do not have access to a
computer, you can deploy public switched telephone network (PSTN) conferencing,
also known as dial-in conferencing, so that they can join the conference by using a
PSTN phone.
Dial-in conferencing is an optional feature that you can configure when you deploy
Skype for Business Server 2015 conferencing. Although dial-in conferencing uses
some of the same Skype for Business Server 2015 components that Enterprise Voice
uses, you can deploy dial-in conferencing even if you do not deploy Enterprise
Voice.
PSTN Integration 6-73
Meeting Types
Dial-In Conferencing
Dial-in Conferencing provides an audio option for audio conferences that are hosted
on Skype for Business Server. Since Office Communications Server (OCS) 2007 R2,
users have been able to dial a conference access number, enter their conference
information, and be automatically transferred to the conference. The dial-in option
provides organizations with a cost-efficient alternativeto an audio conferencing
provider (ACP) service. With Dial-In Conferencing, members and non-members of
your corporate network can join a conference call without the need for an ACP.
Reservation-less calls
PSTN conferencing is ideally suited for smaller meetings, typically up to 25
attendees where the meeting organizers can initiate a meeting at any time without
the need for external or operator assistance. Organizations generally have a greater
frequency of reservation-less meetings than those that require a greater degree of
management. Skype for Business Server works well for reservation-less calls, with a
smaller numbers of attendees. Regular staff or project-specific meetings are
examples of this type of meeting, and can include internal and external attendees.
Managed events
A smaller number of meetings require a greater level of control and management.
These meetings involve a higher numbers of attendees than reservation-less calls,
and use an operator to assist callers with problems that may occur. An ACP is a
better option for these types of managed events, for example, an externally focused
call with 100 or more attendees.
The table on the slide compares different types of conference-based meetings and
shows which meeting types are better managed through a PSTN conferencing
solution versus an ACP. The statistics in the table are based on a Gartner report.
Meeting features
Skype for Business Server 2015 provides a number of features to enable dial-in
conferencing. The following list briefly describes these features.
o DTMF controls
Meeting access security enabled through PIN and phone number authentication
Skype for
Lync Server Lync Server
Feature Sets Business
2010 2013
Server 2015
Participant passcode
Leader passcode (Corporate (Corporate (Corporate
user PIN) user PIN) user PIN)
Music on Hold
Multiple access
numbers with multiple
languages and toll-free
support
Entry/Exit (Tone or name) (Tone or name) (Tone or
announcement name)
Scheduled meeting
PSTN Integration 6-75
Reservation-less
meeting
Mute/Unmute
notification
DTMF in-meeting
control
Announce late
participants/Recorded
name
Operator/Moderator x x x
assisted conference
Reference code (billing) x x x
Silent mode
Roll call
DTMF Commands
Skype for Business Server enables users to join conferences by dialing in over the
telephone.Dial-in users are not able to view video or exchange instant messages
with other conference attendees, but they are able to join in the audio portion of the
meeting. In addition to being able to join a conference, users can use dual-tone
multi-frequency (DTMF) signaling to manage selected portions of that conference by
using their telephone keypad. Users want to ensure that they have full control of the
meeting if they are joining by phone, and DTMF commands are designed to help
them do this.
The Get-CsDialInConferencingDtmfConfiguration cmdlet enables you to
retrieve a list of all the available DTMF commands and the keys used to perform
those commands. You can use PowerShell to customize or completely disable all
these commands. You can also configure the common character that is used.
The following example lists the individual commands and the associated keys.
CsDialinConferencingDtmfConfiguration
[-Identity <global or site collection to be changed>]
[-AdmitAll<default key is 8>]
[-AudienceMuteCommand<default key is 4>]
[-CommandCharacter<* (default) | #>]
[-EnableDisableAnnouncementsCommand<default key is 9>]
[-HelpCommand<default key is 1>]
[-LockUnlockConferenceCommand<default key is 7>]
PSTN Integration 6-76
Command Descriptions
The commands are discoverable on the dial-in conferencing webpage or by issuing
the Help command. The following list describes the commands in more detail.
Automated HelpPlays a description of all the DTMF commands. The default key is
1.
Mute/unmute selfTo mute or unmute your microphone (use the same key to
toggle back and forth between muting and unmuting). The default key is 6.
Toggle silent mode (leaders only) To mute or unmute everyone else in the
conferenceso that attendees cannot unmute and cause noise in the conference. (That
is, everyone other than the presenter will be muted or unmuted.) The default key is 4.
Open lobby (leaders only) Allows all the users in the lobby to immediately join
the conference. The default key is 8.
Note: The DTMF commands listed above may differ based on the configuration
on the Organizers site. To ensure accuracy, click the Find a local number link in
the invite for your meeting.
Entry/Exit Announcements
When dial-in users join or leave a conference, the Conferencing Announcement
application can announce their entrance or exit by playing a tone or saying their
names. You can change how announcements work by running cmdlets. This step is
optional.
Authenticated users are announced by Text-to-Speech (TTS). When an anonymous
PSTN user joins a conference as an unauthenticated user, the user is required to
provide an identity and is prompted to record his or her name before being
admitted to the conference. Anonymous users are not admitted to the conference
until at least one leader or authenticated user has joined, and they cannot be
assigned to a predefined role. Conference announcements can be a distraction,
especially at the beginning of the meeting so it is better to batch them to reduce
the number of announcements.
PSTN Integration 6-77
Set-CsDialInConferencingConfiguration
-Identity site:Redmond
-EntryExitAnnouncementsType "ToneOnly"
The conference organizer can also control how and when announcements are
played, including turning them on or off at scheduled times for non-default
meetings. Additionally, a presenter can enable or disable announcements during a
conference by using the in-conference DTMF controls.
Only users who have Active Directory credentials on the internal network and are
enabled for Skype for Business Server 2015 can schedule conferences.
Anonymous, that is, unauthenticated, users who want to join a dial-in conference
dial one of the conference access numbers and then are prompted to enter the
conference ID. Unauthenticated anonymous users are also prompted to record their
names. The recorded name identifies unauthenticated users in the conference.
Anonymous users are not admitted to the conference until at least one leader or
authenticated user has joined, and they cannot be assigned a predefined role.
PSTN Integration 6-78
Add DID numbers and PSTN trunk capacity for (regional) PSTN access numbers:
o For people connected to the traditional PSTN network to call people connected to
VoIP networks, DID numbers from the PSTN network are obtained by the
administrators of the VoIP network, and assigned to a gateway in the VoIP
network.
Use toll-free numbers to enable dial-in conferencing users outside the local calling
area.
Configure SIP TrunksSIP trunks connect directly to a service provider and provide an
alternative to deployment of PSTN gateways:
o During dial-in configuration, you create dial plans and dial-in conferencing access
numbers. Dial-in conferencing access numbers are the numbers that participants
call to join a conference. When you create the dial-in access number, you select
the regions that associate the access number with the appropriate dial plans.
18 Create one or more dial plans for routing dial-in access phone numbers.
81 Assign a default dial plan to each pool. Set the dial-in conferencing region
to the geographic location to which the dial plan applies. The region associates the
dial plan with dial-in access numbers.
PSTN Integration 6-79
Maximum logon attempts. Specifies the maximum number of logon attempts before a
user is locked out.
Enable PIN expiration. To have PINs expire after a set duration (days). If you do not
select this option, PINs will never expire. By default, PINs never expire.
Allow common patterns. Allows common patterns of digits in PINs, such as sequential
numbers and repetitive sets of numbers. If you do not select this option, only complex
patterns of digits are allowed. By default, only complex patterns of digits are allowed.
This example forces a new PIN with a value of "384032750" for Grant, even though
Grant had an existing PIN, and then sends a welcome email message from Felix to
Grant. Because the Credential parameter is specified, the person running the
PSTN Integration 6-80
o If you need to customize the DTMF commands, you can define these at the site
level. However, this is not recommended because it will confuse end-users in
different sites.
o You can change the order in which dial-in numbers are listed and this will affect
the numbers presented in the meeting invitation. This can only be done by using
PowerShell.
o You can now configure access numbers on a per-site basis, which was not possible
in previous versions of Skype for Business Server. Managing the order of these
numbers is important because only the top three numbers are displayed in the
online meeting invitation.
Managing Conference
Get-CsWindowsService returns detailed information about Skype for Business
Server 2015 components that run as Windows services. This cmdlet was introduced
in Lync Server 2010.
Many Skype for Business Server 2015 components run as standard Windows
services; for example, the Skype for Business Server 2015 Conferencing Attendant
application is actually a service named RTCCAA. The Get-CsWindowsService
cmdlet enables you to retrieve detailed information about these Skype for Business
Server 2015 services and only these services. Thats because the cmdlet has been
designed to ignore any service that is not part of Skype for Business Server 2015.
PSTN Integration 6-81
o Handles the Interactive Voice Response (IVR) for the user join process.
o Handles prompts played only to a user in the users language (you have been
muted/unmuted, Help, lobby notifications, roll call).
o Handles prompts played to all users in the conference in their language (Entry/Exit
announcements).
o Enables a user to manage their PIN and provides a list of PSTN access numbers for
the conferencing service.
The webpage is accessible through the dial-in simple URL.
PSTN Integration 6-82
Multi-Language Support
Skype for Business supports a variety of languages for the Conferencing Auto
Attendant and Virtual Assistants. The language used will depend on a variety of
metricssuch as access numbers, regions, and so on.
Dial-in experience:
o Language is taken from the contact object, configured with Windows PowerShell.
o Interactive Voice Response (IVR) offers users the choice of languages found on the
contact object.
In-meeting experience:
19 When Caller 1 joins the meeting, this creates an instance of the Conference
PSTN Integration 6-83
82 When Caller 2 joins, only a PVA is created because the CAS and GVA already exist.
83 When Caller 3 joins and requests to use the German language, a new GVA and PVA is
created.
o If a second user with the same language preference joins, the GVA is re-used and
an additional PVA is created.
o A user joining with a different language will trigger the creation of a new GVA and
a PVA in the new language of preference.
The diagram on the slide shows a typical PBX deployment. Starting with the gray
blocks on the left, basic PBX features include basic hunt groups and hunting
methods, and agent sign-in/sign-out. Hunt groups provide a way to allow inbound
calls to be automatically routed to multiple extensions until the call is answered.
Hunt groups are a useful tool in high volume, rapid response time customer service
situations. With agent sign-in/sign-out, users can control if they are part of the call
groups.
Beyond the basic PBX features, an organization may have more complex
requirements and choose to use an ACD solution as an add-on to the basic PBX. This
solution provides more features and sometimes requires additional licensing costs.
Typical features of this scenario include the following:
Business Hours. The ability to define different behavior depending on a time schedule
Supervisor. An ACD supervisor that can listen in and control dispatched calls
Live Views. Displays that show queue length, yield, and so on.
Advanced CDRs. Building on the basic call details with extended information about the
call.
A third scenario is represented by the blocks at the right of the diagram. Some
organizations may need a more specialized solution, such as a fully dedicated ACD.
PSTN Integration 6-85
This type of solution is more suited to large call centers with many agents, where
there is a high call volume. There is a requirement for high scale and high
availability. Additionally, some specialized scenarios may require a dedicated ACD
that is fully integrated with the back-end systems. The ACD may need to be
interoperable with a line-of-business (LoB) application or applications, especially if
the LoB controls who is called.
The goal of RGS is to provide all the basic ACD features for departmental needs and
to simplify call management. The following features of RGS are listed to help you
understand where RGS fits into the ACD model.
Hunt groups and basic IVRs. Easy to configure Voice Response system, for example,
press 1 for Administration, press 2 for Sales, and so on.
Integration with Skype for Business presence. For example, if presence is set to
do not disturb, the agent will not receive calls.
Agent anonymity. Calling from the Help desk, instead of from Bob or Alice.
Basic CDRs.Building on the basic call details with extended information about the call.
Feature Overview
Response Groups Services provides a number of features and capabilities. You can
use these features to perform various tasks in your organization.
SR/TTS supported in 26 languages: Language packs are available for both SR and TTS.
Rich IVR tree configuration:The question tree can contain multiple questions and
multiple layers and branches.
Call Queuing
Music on Hold (MoH).
On first call/last call: Route to PSTN, other queue, SIP URI, or voice mail.
Routing
Serial, parallel, longest idle, and round robin:Controls the way calls are offered to
agents (discussed in more detail in the next lesson).
Integration with receptionist console to route all calls independent of Presence state
and allow receptionist to select call in the queue (attendant routing).
PSTN Integration 6-87
Call context on incoming call (options selected by caller during the IVR).An agent will
see all the choices the user made in the IVR system (as shown in the example on the
slide).
Infrastructure
Bandwidth management support:RGS fully supports Call Admission Control (CAC) to
safeguard call quality.
Draining:Servers can be taken offline gracefully to ensure that existing calls are not
interrupted.
o Business hours/Holidays.
o Welcome message.
PSTN Integration 6-88
Skype for Business Server Control Panel (Response Group settings only. Other Skype
for Business Server settings are not available to Managers.
to one specific workflow, and unlike Managed groups, queues can be shared for
unmanaged groups.
Managed Unmanaged
Groups
Groups are organized as an ordered list of agents or Microsoft Exchange Distribution
Groups. In the illustration on the slide, membership and priority (order) is defined.
PSTN Integration 6-90
Routing Method
When configuring groups in the Skype for Business Server Control Panel, you can
define the method for routing calls to agents. The available routing methods are as
follows:
Attendant. Offers a new call to all agents who are signed into Skype for Business
Server 2015 and the Response Group application at the same time, regardless of their
current presence
Skype for Business 2010 Attendant users who are configured as agents
can see all the calls that are waiting and answer waiting calls in any order.
The call is sent to the first agent who accepts it, and the other Skype for
Business 2010 Attendant users no longer see the call.
Parallel. Offers a new call to all available agents at the same time. The call is sent to
the first agent who accepts it.
Longest idle.Offers a new call first to the agent who has been idle the longest (has
had a presence of Available or Inactive in Skype for Business Server for the longest
time).
Serial.Always offers a new call to the agents in the order in which they are listed in the
Agent list.
Note: There is not a new attendant client for Skype for Business Server 2015;
Skype for Business 2010 Attendant is supported on Skype for Business Server
2015.
Configuring Queues
Queues are the next building block for response groups. Queues hold callers until an
agent answers the call. When the Response Group application searches for an
available agent, it searches agent groups in the order listed. You can select the
agent groups that are assigned to the queue and specify queue behavior, such as
limiting the number of calls that the queue can hold and the period of time that a
call waits until an agent answers the call.
You configure queues from the Skype for Business Server Control Panel, under
Response Groups, and then Queue. You can also use Windows PowerShell to
create or modify a queue.
Queues follow each groups routing sequence, for example, Longest Idle or Round
Robin. You can configure Queue Overflow and determine what to do if the
maximum number of callers waiting (configurable in the queue settings) in the
queue is exceeded. You can also set the maximum time period a caller waits on hold
before the call is answered and determine the call behavior if that time is exceeded.
For example, you may disconnect the call after the time-out and have the call
forwarded to voice mail or another number.
If you are one of the delegated Response Group Managers for a managed workflow,
you can create or modify response group queues and assign them to the workflows
that you manage.
Configuring Workflows
Workflows are the last building block for response groups. A workflow defines the
behavior of a call from the time that the phone rings to the time that someone
answers the call. There are two basic types of workflows:
Interactive Voice Response (IVR). Fully configurable voice response with multiple
questions and a decision tree
A workflow also defines settings such as a welcome message, music on hold,
business hours, and holidays. Workflows are represented by a SIP-enabled contact,
for example, helpdesk@contoso.com. Workflows can also be configured for agent
anonymity, so that the identity of agents is hidden during calls.
You configure workflows by using the Response Group Configuration Tool, a web
browser interface that is opened from the Skype for Business Server Control Panel.
You can also open the Response Group Configuration Tool directly from a web
browser by typing the following URL: https://<webPoolFqdn>/RgsConfig. You can
also configure workflows by using the Skype for Business Server Management Shell.
PSTN Integration 6-92
Classic Operator
In this scenario, the Attendant routing method is used and it will ring all agents,
regardless of their Presence state. You can use the Skype for Business Attendant
2010 or Skype for Business client. The Attendant Console is targeted at the operator
function, and it will show all incoming calls in a queue.The operator can then select
and dispatch calls in a more efficient way than when using the Skype for Business
client. In this scenario, all Presence states are ignored, except Do-Not-Disturb, and
queue timeout can be used to limit the wait time.
o Alert timeouts.
Note: You can configure more complex IVRs, and all RGS settings, by using
Windows PowerShell.
The workflow determines which group will service the incoming call.
One or more agents are alerted depending on the availability of agents and the
routing settings
If anonymization is disabled, the Response Group Service is removed from the call and
Alice directly connects to Bob.
If anonymization is enabled, the Response Group Service will stay in thecall and Alice
does not directly connect to Bob.
PSTN Integration 6-94
Group Call Pickup enables users to answer incoming calls to their colleagues from their
own phones. This increases the availability of a user's line by enabling other users to
answer an incoming call by dialing a call pickup group number. When Group Call Pickup is
deployed, the number of incoming calls that are routed to voice mail can be significantly
reduced, which is particularly useful for calls from customers who are external to your
organization.
The Group Call Pickup feature is designed in particular for business units in open office
environments. Incoming calls are not disruptive because they ring only at the intended
destination. Other users who hear the ring, however, can still pick up the call simply by
dialing the group number.
In environments where users are not located in an open office layout, or where users who
share a common responsibility are geographically distributed, team call presents the most
suitable solution. The primary difference between Group Call Pickup and team call is that,
with Group Call Pickup, an incoming call rings only at the intended destination, but
anyone can still choose to answer it by dialing a group number. With team call, the call
rings at all the team members' phones, and any user in the team can pick up the phone
to answer the call. An additional difference between Group Call Pickup and team call is
that Group Call Pickup is managed by an administrator, through Skype for Business
Server. With team call, end users manage the feature by using the Skype for Business
client. With Group Call Pickup, therefore, this aspect of call management can be
centralized.
Group Call Pickup is built on the Call Park application. When you deploy Group Call Pickup,
you configure the call park orbit table with separate ranges of extension numbers that are
designated as call pickup group numbers. Like call park orbit numbers, call pickup group
numbers must be virtual extensions that have no user or phone assigned to them. Each
Front End pool where you deploy Group Call Pickup can have one or more ranges of call
pickup group numbers. The group number ranges must be globally unique across the
Skype for Business Server deployment.
After you configure the call pickup group numbers, you assign users to a call pickup
group. Any user who is assigned to a call pickup group can have their calls answered by
other users. When a call comes in to a user who is assigned to a call pickup group, any
other user who notices the call can answer it by manually dialing the call pickup group
number. The user who picks up the call does not need to be a member of the group. When
a call is picked up by another user, a notification is sent to the number originally called.
If a user dials a call pickup group number to answer a call when multiple phones in the
group are ringing, the user answers the call that has been ringing the longest.
Simultaneous ringing settings will work for users who have group call pickup. That is, a
call made to a user who has Group Call Pickup will ring for all the configured destinations,
and another user can answer the call. The exception to this rule is when the user
configures simultaneous ringing to call all the team members.
Calls from a contact who has been assigned the Friends and Family privacy
relationship
Video portion of audio/video calls
Simultaneous ringing calls that are routed to team call members
Calls routed to a delegate
Calls routed to a response group
The following types of users cannot participate in Group Call Pickup. That is, they
should not be included in a Group Call Pickup group, and they cannot pick up calls
for users who have Group Call Pickup enabled.
Note: Users can use any of these clients to answer calls to Group Call Pickup
members, but the users must be homed on a Skype for Business Server pool or a
Lync Server 2013 pool with Cumulative Updates for Lync Server 2013: February
2013.
The following clients and devices are not supported for picking up calls to Group Call
Pickup members:
Lync Mobile
Lync app for Windows 8 and Windows RT
Lync for iPad
PSTN Integration 6-97
Analog phones
Phones with public switched telephone network (PSTN) numbers
Capacity planning
The following table describes the Group Call Pickup user model that you can use as
the basis for capacity planning requirements.
Important: Group Call Pickup is based on the Call Park application. Keep in
mind that, for disaster recovery capacity planning, each pool of a paired pool
should be able to handle the workloads for Call Park services, including Group Call
Pickup, in both pools.
Application service
Call Park application
These components are installed automatically when you deploy Enterprise Voice.
You use the following administrative tools to configure Group Call Pickup:
Configuring Group Call Pickup requires any of the following administrative roles,
depending on the task:
Required groups
Phase Steps
and roles
the deployment.
Use the New-CSCallParkOrbit cmdlet to
create call pickup number ranges in the call
park orbit table and assign the call pickup
ranges the type GroupPickup.
Note:
Assign a call
pickup number Use the /enablegrouppickup parameter in
to users, and the SEFAUtil resource kit tool to enable
-
enable Group Group Call Pickup and assign a call pickup
Call Pickup for number for users.
the users
Notify users of
their assigned
Because any user can retrieve a call made
call pickup
to a Group Call Pickup user, users may want -
number and any
to monitor more than one group.
other number of
interest
Verify your
Test placing and retrieving calls to make
Group Call
sure that your configuration works as -
Pickup
expected.
deployment
The call pickup group number ranges must comply with the following
rules:
PSTN Integration 6-100
The beginning number of the range must be less than or equal to the
ending number of the range.
The value of the beginning number of the range must be the same length
as the ending number of the range.
The number range must be unique. This range cannot overlap with any
other range.
If the number range begins with the character * or #, the range must be
greater than 100.
Valid values: Must match the regular expression string ([\*|#]?[1-
9]\d{0,7})|([1-9]\d{0,8}). This means the value must be a string
beginning with either the character * or # or a number 1 through 9 (the
first character cannot be a zero). If the first character is * or #, the
following character must be a number 1 through 9 (it cannot be a zero).
Subsequent characters can be any number 0 through 9 up to seven
additional characters (for example, "#6000", "*92000", "*95551212", and
"915551212"). If the first character is not * or #, the first character must
be a number 1 through 9 (it cannot be zero), followed by up to eight
characters, each a number 0 through 9 (for example, "915551212",
"41212", "300").
Group Call Pickup enables users to answer incoming calls to their colleagues from their
own phones. This increases the availability of a user's line by enabling other users to
answer an incoming call by dialing a call pickup group number. When Group Call Pickup is
deployed, the number of incoming calls that are routed to voice mail can be significantly
reduced, which is particularly useful for calls from customers who are external to your
organization.
The Group Call Pickup feature is designed in particular for business units in open office
environments. Incoming calls are not disruptive because they ring only at the intended
destination. Other users who hear the ring, however, can still pick up the call simply by
dialing the group number.
In environments where users are not located in an open office layout, or where users who
share a common responsibility are geographically distributed, team call presents the most
suitable solution. The primary difference between Group Call Pickup and team call is that,
with Group Call Pickup, an incoming call rings only at the intended destination, but
anyone can still choose to answer it by dialing a group number. With team call, the call
rings at all the team members' phones, and any user in the team can pick up the phone
to answer the call. An additional difference between Group Call Pickup and team call is
that Group Call Pickup is managed by an administrator, through Skype for Business
Server. With team call, end users manage the feature by using the Skype for Business
client. With Group Call Pickup, therefore, this aspect of call management can be
centralized.
Group Call Pickup is built on the Call Park application. When you deploy Group Call Pickup,
you configure the call park orbit table with separate ranges of extension numbers that are
designated as call pickup group numbers. Like call park orbit numbers, call pickup group
numbers must be virtual extensions that have no user or phone assigned to them. Each
Front End pool where you deploy Group Call Pickup can have one or more ranges of call
pickup group numbers. The group number ranges must be globally unique across the
Skype for Business Server deployment.
After you configure the call pickup group numbers, you assign users to a call pickup
group. Any user who is assigned to a call pickup group can have their calls answered by
other users. When a call comes in to a user who is assigned to a call pickup group, any
other user who notices the call can answer it by manually dialing the call pickup group
number. The user who picks up the call does not need to be a member of the group. When
a call is picked up by another user, a notification is sent to the number originally called.
If a user dials a call pickup group number to answer a call when multiple phones in the
group are ringing, the user answers the call that has been ringing the longest.
Simultaneous ringing settings will work for users who have group call pickup. That is, a
call made to a user who has Group Call Pickup will ring for all the configured destinations,
and another user can answer the call. The exception to this rule is when the user
configures simultaneous ringing to call all the team members.
Calls from a contact who has been assigned the Friends and Family privacy
relationship
Video portion of audio/video calls
Simultaneous ringing calls that are routed to team call members
Calls routed to a delegate
Calls routed to a response group
The following types of users cannot participate in Group Call Pickup. That is, they
should not be included in a Group Call Pickup group, and they cannot pick up calls
for users who have Group Call Pickup enabled.
Note: Users can use any of these clients to answer calls to Group Call Pickup
members, but the users must be homed on a Skype for Business Server pool or a
Lync Server 2013 pool with Cumulative Updates for Lync Server 2013: February
2013.
The following clients and devices are not supported for picking up calls to Group Call
Pickup members:
Lync Mobile
Lync app for Windows 8 and Windows RT
Lync for iPad
PSTN Integration 6-103
Analog phones
Phones with public switched telephone network (PSTN) numbers
Capacity planning
The following table describes the Group Call Pickup user model that you can use as
the basis for capacity planning requirements.
Important: Group Call Pickup is based on the Call Park application. Keep in
mind that, for disaster recovery capacity planning, each pool of a paired pool
should be able to handle the workloads for Call Park services, including Group Call
Pickup, in both pools.
Application service
Call Park application
These components are installed automatically when you deploy Enterprise Voice.
You use the following administrative tools to configure Group Call Pickup:
Configuring Group Call Pickup requires any of the following administrative roles,
depending on the task:
Required groups
Phase Steps
and roles
the deployment.
Use the New-CSCallParkOrbit cmdlet to
create call pickup number ranges in the call
park orbit table and assign the call pickup
ranges the type GroupPickup.
Note:
Assign a call
pickup number Use the /enablegrouppickup parameter in
to users, and the SEFAUtil resource kit tool to enable
-
enable Group Group Call Pickup and assign a call pickup
Call Pickup for number for users.
the users
Notify users of
their assigned
Because any user can retrieve a call made
call pickup
to a Group Call Pickup user, users may want -
number and any
to monitor more than one group.
other number of
interest
Verify your
Test placing and retrieving calls to make
Group Call
sure that your configuration works as -
Pickup
expected.
deployment
The call pickup group number ranges must comply with the following
rules:
PSTN Integration 6-106
The beginning number of the range must be less than or equal to the
ending number of the range.
The value of the beginning number of the range must be the same length
as the ending number of the range.
The number range must be unique. This range cannot overlap with any
other range.
If the number range begins with the character * or #, the range must be
greater than 100.
Valid values: Must match the regular expression string ([\*|#]?[1-
9]\d{0,7})|([1-9]\d{0,8}). This means the value must be a string
beginning with either the character * or # or a number 1 through 9 (the
first character cannot be a zero). If the first character is * or #, the
following character must be a number 1 through 9 (it cannot be a zero).
Subsequent characters can be any number 0 through 9 up to seven
additional characters (for example, "#6000", "*92000", "*95551212", and
"915551212"). If the first character is not * or #, the first character must
be a number 1 through 9 (it cannot be zero), followed by up to eight
characters, each a number 0 through 9 (for example, "915551212",
"41212", "300").
Private Branch Exchange (PBX) phone numbers were tied to a phone in a specific
location.Even with Internet Protocol PBX (IP-PBX) the location of the phone could be
determined based on which switch or subnet was used to connect to the network.
Since phone number on Skype for Business Server 2015 are tied to a user, not a
location or phone, determining the callers location is more difficult and in fact can
easily change. The Location Information Server (LIS) deals with identifying a callers
current location and translating it into a civic address for routing the call for further
assistance and inclusion with E-9-1-1 calls.
Note: To support E9-1-1 as part of a Microsoft Skype for Business Server 2015
deployment, you must obtain an E9-1-1 routing service from a Skype for Business
Open Interoperability Program qualified service provider of emergency services.
Choose the provider that best fits your organizational requirements.
PSTN Integration 6-108
Voice Routing
Building on the voice routing behavior that was discussed earlier, the diagram on
the slides focuses on the voice routing of an emergency call.
x. Entering a SIP URI that will bypass most of the logic and go directly to Inbound
Routing.
y. Dialing aphone number that will invoke processes such as normalization and
reverse number lookup.
85 First,the number is checkedto determine if it is an emergency number:
z. If the number does not qualify as an emergency number, the process continues.
PSTN Integration 6-109
Location Policies
You can configure location policies to be location-aware though Presence or you can
assign a static designation for the users location. You can also define which
numbers should qualify as emergency numbers and where emergency calls should
be routed to. A location policy enables you to define the destination where an
instant message IM alert can be sent in the event of an emergency call. For
example, security personnel could be notified by an IM alert when a user dials an
emergency call. Furthermore, you can enable an organizations security department
to listen in on an emergency call that is made by an employee of that organization.
routing provider and defines the correct format for the location information. When a
validated address is returned, LIS passes it to the E9-1-1 provider by using Presence
Information Data Format Location Object (PIDF-LO).
E9-1-1 Configuration
As an administrator there are several steps you need to perform to set up and
configure your environment for E9-1-1, as shown on the illustration on the slide.
20 First engage with an E9-1-1 service provider. E9-1-1 services are separate from Skype
for Business, which only provides the information to the E9-1-1 service provider. The
E9-1-1 service provider routes emergency calls originating from Skype for Business
Server to the correct Public Safety Answering Point (PSAP) based on the location
information contained within the call.
i Populate the location database with network elements and associated addresses.
88 Correct invalid addresses and repeat validation. During testing you may need to work
closely with the network administrators and facilities to ensure the correct building
access location is identified.
Note: For a list of E9-1-1 service providers that have been independently
qualified for Skype for Business, see Unified Communications Open
Interoperability Program (UCOIP)http://go.microsoft.com/fwlink/?LinkID=309705.
PSTN Integration 6-111
Location Discovery
Emergency services need to be able to determine an accurate location of a caller
who dials an emergency call. The illustration on the slide show the location
discovery process.
1. The client sends subnet information to the Registrar. The Skype for Business Server
Registrar is a server role that enables client registration and authentication, and
provides routing services
2. The Registrar returns the LIS URI and the location policy during in-band provisioning;
this is because Subnet 172.24.33.0 is enabled for E9-1-1.The subnet has to be defined
in Skype for Business and a location policy must be associated.
4. LIS does the subnet/location match and returns the location in PIDF-LO format.
PSTN Integration 6-112
89 The IM notification of the emergency call is sent. The calling party and location
information is sent to the Security Desk (optional).
90 An E9-1-1 call is routed over the Session Initiation Protocol (SIP) trunk.
91 The Routing Provider connects to the appropriate PSAP. This occurs automatically, if
possible (4a). If this is not possible, it is handled by a call center agent, if the address
cannot be validated (4b).
Skype for Business Server uses a location policy to enable Skype for Business clients
for E9-1-1 during client registration. A location policy contains the settings that
define how E9-1-1 will be implemented. In Skype for Business Server 2015. You
should therefore know how to create location policies for E9-1-1.
EnhancedEmergencyServices True |
Enabled False
LocationRequired Yes |
Disclaimer
| No
UseLocationForE911Only True |
False
PstnUsage PSTN
usage
name
EmergencyDialString Emergenc
y number
PSTN Integration 6-114
EmergencyDialMask List of
other
emergenc
y numbers
that must
be
recognize
d
NotificationUri SIP URI of
Security
Desk for
IM
notificatio
n
ConferenceUri Phone
number in
SIP URI for
phone
conferenci
ng
ConferenceMode OneWay |
TwoWay
EnhancedEmergencyServiceD
isclaimer
Emergency Services Enabled. When this value is Yes, the client is enabled for E9-1-
1. When a client registers, it attempts to acquire a location from the Location
Information Service and will include the location information as part of an
emergency call.
Location Required. This setting is used only when Emergence Services Enabled is
set to Yes. You can configure the Location Required setting to define the client
behavior. Setting the value to No means that the user will not be prompted for a
location. Setting the value to Yes means that the user will be prompted for a
location, but the user can dismiss the prompt. Setting the value to Disclaimer
means that the user will be prompted for a location and will be shown a disclaimer if
he or she tries to dismiss the prompt. In all cases, the user can continue to use the
client. The Disclaimer setting is useful for localization or different regions.
Note: The disclaimer text will not appear if a user manually enters a location
before being enabled for E9-1-1. Updates to the disclaimer text will not be viewed
by users who have already viewed the disclaimer.
PSTN Usage. The name of the PSTN Usage that contains the routing paths that
determine which SIP trunk, PSTN gateway, or ELIN gateway the emergency calls will
go to.
Note: Only one usage can be assigned to a location policy. This PSTN Usage
overrides the PSTN Usages assigned to the users voice policy, but applies only to
PSTN Integration 6-115
calls placed to the Emergency Dial String or to one of the Emergency Dial String
Masks.
Emergency Dial String. This dial string (less the leading +, but including any
normalization done by the Skype for Businessusers Dial Plan) signifies that a call is
an emergency call. The Emergency Dial String causes the client to include
location and callback information with the call.
Note: If your organization does not use an external line access prefix, you do
not need to create a corresponding Dial Plan normalization rule that adds a + to
the 911 string, prior to sending the call to Outbound Routing on a Skype for
Business pool server; the + will be automatically prefixed by the Skype for
Business client as a result of the location policy. However, if your site uses an
external access prefix, you need to add a normalization rule to the applicable Dial
Plan policy that strips the external access prefix and adds the +. For example, if
your location uses an external access prefix of 9 and a user dials 9 911 to place an
emergency call, the client will use its Dial Plan policy to normalize this to +911
before the dialed number is evaluated by the routes in the callers location profile.
Note: This location policy setting differs from Lync Server 2010, where you
used the Set-CsEnhancedEmergencyServiceDisclaimer cmdlet to set a global
disclaimer for the entire organization. If a global disclaimer already exists, you
need to specify that disclaimer in the location policy, that is,Skype for Business
Server 2015 uses only disclaimers specified in the location policy.
PSTN Integration 6-116
Location Refresh Interval. Specifies the amount of time (in hours) between client
requests for a location update from the Location Information Service. The value can
be set to any value between 1 and 12. The default value is 4.
Note: The scoping of a location policy works differently from other policies
because when a user on a pool at one office site visits another site and has to
make an emergency call, the E9-1-1 call routing settings appropriate to that
network site will apply, regardless of what pool or site the user is assigned to.
You can configure the PSTN usage in Skype for Business Server Control Panel or
Skype for Business Server Management Shell.
The following command defines a new PSTN usage for the Emergency Route.
Get-CSPstnUsage
Note: The E9-1-1- voice route does not differ from any other voice route in that
it does not distinguish between normal and emergency routes.
If you plan to deploy a primary SIP trunk and a secondary SIP trunk, you may define
more than one route. You can also create voice routes from Skype for Business
Server Control Panel.
You do not need to enable receiving locations for fallback PSTN gateways and ELIN
gateways.
The client is responsible for determining its own subnet mask. This is covered in more
detail later in this lesson.
PSTN Integration 6-119
You can configure LIS by using either Windows PowerShell or the Skype for Business
Server Control Panel. LIS adheres to various industry standards to validate location
information. It follows the recommendations of Interim VoIP Architecture for
Enhanced 9-1-1 Services(NENA i2), published by the National Emergency Number
Association (NENA). That document describes the architecture for connecting
emergency callers in the VoIP domain with the various Public Safety Answering
Points supported by the current E9-1-1 architecture.
NENA i2 does not include specifications for the methods used to determine
location nor how the endpoint actually receives location. LIS follows the Internet
Engineering Task Force (IETF)PIDF-LOstandards with extensions for location format.
The Skype for Business LIS can be integrated with other LIS that adhere to this
format. For example, a company may have developed their own LIS or their existing
IP-PBX may include location data that adheres to PIDF-LO.
Network
Required Columns
Element
<PostalCode>, <Country>
Switch <ChassisID>, <Description>, <Location>, <CompanyName>,
<HouseNumber>, <HouseNumberSuffix>, <PreDirectional>,
<StreetName>, <StreetSuffix>, <PostDirectional>, <City>,
<State>, <PostalCode>, <Country>
In an Enterprise Voice implementation with E9-1-1, emergency calls must first be
routed through an E9-1-1 Network Routing Provider to ensure that the calls are
routed to the appropriate PSAP.
To do this, the provider must have a list of locations from the organization that it can
then match against the MSAG to ensure all locations are valid. TheSet-
CsLisServiceProvider cmdlet creates or modifies information about a provider,
including the name of the provider, a URL for the web service that the organization
will use to send the locations, and a certificate and password for the secure web
service.
Subnet Parameter
The Subnet parameter is the only required parameter for this cmdlet. It signifies the
IP address of the subnet, and this value should be entered as an IPv4 address (digits
separated by periods, for example, 192.0.2.0). If you enter a subnet value that
already exists, this cmdlet will update the location for that subnet based on the
location parameters that are supplied. If the subnet does not exist, a new subnet
location will be created.
Validating Addresses
Before publishing the Location database, you must validate new locations against
the Master Street Address Guide (MSAG) maintained by the Emergency Services
Provider.
PSTN Integration 6-121
93 Run the following cmdlets to configure the Emergency Services Provider connection.
94 Run the following cmdlet to validate the addresses in the Location database.
You can also use the Test-CsLisCivicAddress cmdlet to validate individual addresses.
Publish-csLisConfiguration
Address Status
Validating New Addresses
Before publishing the location database, you must validate new locations against
the MSAG that is maintained by your SIP trunk or PSTN E9-1-1 service provider. To
validate the addresses in the location database, run the Get-CsLisCivicAddress
cmdlet. In Skype for Business Server, the location is determined based on mapping
the callers port, subnet, switch, or wireless access point to a specific location,
theGet-CsLisCivicAddresscmdlet retrieves one or more of the addresses
associated with these locations. You can correct invalid addresses by using this
cmdlet. By checking every address that is added to the location database against
the MSAG, you can ensure that emergency calls can be correctly routed.
PSTN Integration 6-122
MSAGValid Flag
Get-CsLisCivicAddressdiffers from the Get-CsLisLocation cmdlet in that it
returns only unique addresses. It does not return the company name or a location
name; it returns only address information. It also returns a flag (MSAGValid) that
specifies whether the address has been validated against the Master Street Address
Guide. This flag can be automatically updated by running the Test-
CsLisCivicAddress cmdlet.
The Windows PowerShell example on the slide shows that the address has not yet
been validated with the MSAGValid flag, returning a value of False.
Address Discovery
Most Skype for Business clients will be connected to the corporate network. In this
case using physical network components, such as routers, switches and wireless
access points (WAP), and logical components can be mapped to physical locations
for use in emergency location. For example, subnet 192.168.0.x is in Building 4 in
Redmond, or WAP RED-4-101 is in conference room 101 on the first floor of
building 4.
Some users may either permanently or temporary connecting to Skype for Business
while off the corporate network or dialing from a mobile client. Address discovery
plan needs to provision for these callers, as well.
Link Layer Discovery Protocol (LLDP) from Layer 2 connectionswitch and port IDs (if
available)
Subnet
Wireless access point (WAP) Basic Service Set Identification (BSSID) (if available)
Note: The Link Layer Discovery Protocol (LLDP) is an open standard for
detecting other nodes on a local area network (LAN). Although it is part of the IP
suite, it functions at a level below the Internet layer, called the Link layer. Link
Layer Discovery Protocol-Media Endpoint Devices (LLDP-MED) is a set of standards
enhancing the basic LLDP protocol, which relates to increased discovery of media
endpoint devices to deal specifically with voice applications.
LLDP is defined by the Institute of Electrical and Electronics Engineers as "IEEE
802.1AB." Its title is "Station and Media Access Control Connectivity Discovery."
running on Windows 8. If you need to use switch-level Layer 2 data to determine the
location of other wired PC-based Skype for Business clients, you need to use the
client MAC address method. Because Windows 7 and earlier do not provide support
for LLDP, it makes it harder to obtain detailed locations for wired softphones. While
Skype for Business Phone Edition does support LLDP, you may need to ensure that
switches have been upgrade accordingly to support LLDP.
IP subnets (Layer 3)
97 LIS uses the switch/port to return the location information to the client.
Currently, 911 Enable is the only provider who makes a qualified MAC Resolver
product, called Phone Discovery Manager. However, even without this product, it is
still possible to find the address of the Skype for Business client based on the
network subnet or wireless BSSID. A MAC resolver is useful when you are required to
provide a very specific street address for E9-1-1 compliance, or if a subnet is spread
between multiple civic locations.
User Experience
PSTN Integration 6-125
Emergency Dialing
When a user dials an emergency number, and the location is automatically set and
validated, the call goes through to the configured PSAP. Otherwise the call is routed
to the emergency services service provider for assistance at establishing a location.
Note: Some locations only allow one-way bridging, so third parties cannot
interfere with the conversation between an emergency caller and PSAP. Bridging
emergency calls is illegal in other locations.