Microsoft Lync 2013 Depth Support Engineer (Course 55070A - Exam 70-33

Acerca de este Curso

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

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

Audiencia Perfil

This course is intended for the following audience:

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

Al finalizar el curso

After completing this course, students will be able to:

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

Detalles Del Curso

Module 1: Reviewing Lync Server 2013 Architecture

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

Lessons

Lync Server 2013 Architecture Dependencies
Microsoft Supported Architectures
Name Resolution and Certificates
Database Management and SQL High Availability
Advanced Role Based Access Control Assignment

Lab : Introduction to Contoso's Environment

Exercise 1: Connecting to the Labs
Exercise 2: Reviewing Contoso's Environment
Exercise 3: Performing Active Directory Health Checks
Exercise 4: Verifying Lync Service Availability

Lab : Troubleshooting Lync 2013 Dependencies

Exercise 1: Troubleshooting Lync 2013 Dependencies
Exercise 2: Troubleshooting SQL Back End Server Dependencies
Exercise 3: Performing SQL Mirror Failovers
Bonus Exercise: Performing Lync Server 2013 Updates

After completing module 1, students will be able to:

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

Module 2: Developing a Depth Support Toolkit

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

Lessons

Logging
Network and Media Traffic Analysis
Lync Server Control Panel
Lync Server 2013 Resource Kit and Debugging Tools
Built-in Server Tools
SIP Primer

Lab : Using Depth Support Tools

Exercise 1: Tool Tutorial
Exercise 2: Provisioning User Accounts
Exercise 3: Tracing Fundamentals
Exercise 4: Event Logs and Synthetic Transactions
Bonus Exercise: Exploring Depth Support Tools

After completing module 2, students will be able to:

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

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

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

Lessons

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

Lab : Troubleshooting Lync Client Access

Exercise 1: Troubleshooting and Resolving Sign-in Issues
Exercise 2: Troubleshooting Presence Issues
Bonus Exercise 1: Extending the Lync 2013 Namespace
Bonus Exercise 2: Deploying Persistent Chat

Lab : Troubleshooting Client-Related Issues

Exercise 1: Resolving Address Book Issues
Exercise 2: Resolving Persistent Chat Issues
Exercise 3: Troubleshooting Client Version Policy
Bonus Exercise 2: Deploying Edge Server Role

After completing module 3, students will be able to:

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

Module 4: Troubleshooting Remote Connectivity

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

Lessons

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

Lab : Troubleshooting Edge Connectivity

Exercises 1A & 1B: Troubleshooting Edge Configuration
Exercise 2: Using PortQry to Troubleshoot Connectivity Issues
Exercise 3: Troubleshooting Remote Connectivity
Bonus Exercise: Configuring Federation

Lab : Troubleshooting Reverse Proxy

Exercise 1: Deploying ARR as a Reverse Proxy for Lync and Exchange
Exercise 2: Troubleshooting Remote Connectivity
Exercise 3: Validating Mobile Client Connectivity with Lync Connectivity Analyzer

After completing module 4, students will be able to:

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

Module 5: Troubleshooting Conferencing

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

Lessons

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

Lab : Troubleshooting Conferencing

Exercise 1: Troubleshooting Internal Conference Issues
Exercise 2: Identifying Root Causes of Conferencing Issues with Performance Monitor
Exercise 3: Using Lync Monitoring Reports to Troubleshoot Conferencing Problems
Exercise 4: Testing Conferencing Call Flow
Bonus Exercise: Analyzing Bandwidth Requirements

After completing module 5, students will be able to:

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

Module 6: Troubleshooting Enterprise Voice Configuration Issues

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

Lessons

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

Lab : Troubleshooting Dial Plans, Routing and Trunks

Exercise 1A & 1B: Identifying Dial Plan Misconfiguration
Exercise 2: Troubleshooting Voice Routing Issues
Exercise 3: Troubleshooting Lync 2013 Trunk Settings for Media Gateways or IP PBXs
Exercise 4: Troubleshooting Inbound/Outbound Call Flow Issues from PSTN

After completing module 6, students will be able to:

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

Module 7: Analyzing and Troubleshooting Enterprise Voice Call Quality

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

Lessons

Voice Quality Issues
UC Devices and Peripherals

Lab : Troubleshooting Voice Quality and Network Traffic Issues

Exercise 1: Configuring SCOM to Monitor Lync
Exercise 2: Troubleshooting Call Quality Issues
Exercise 3: Analyzing DSCP Values and Port Ranges for Prioritizing Network Traffic
Exercise 4: Configuring GPOs and Lync Policy for QoS

After completing module 7, students will be able to:

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

Module 8: Analyzing and Troubleshooting Enterprise Voice Applications

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

Lessons

Call Park Service
Troubleshooting Response Groups
Announcement Service

Lab : Troubleshooting Enterprise Voice Applications

Exercise 1A & 1B: Troubleshooting Response Groups
Exercise 2: Troubleshooting Dial-in Conferencing
Bonus Exercise: Advanced Unassigned Numbers Configuration

After completing module 8, students will be able to:

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

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

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

Lessons

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

Lab : Deploying HA and DR and Troubleshooting Voice Resiliency

Exercise 1: Configuring Lync HA and DR
Exercise 2: Troubleshooting Load Balanced Configurations
Exercise 3: Troubleshooting Voice Resiliency
Bonus Exercise: Using Bandwidth Management for Voice Resiliency

After completing module 9, students will be able to:

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

Module 10: Troubleshooting Exchange and SharePoint Integration

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

Lessons

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

Lab : Troubleshoot Lync Server Integration Issues

Exercise 1A, 1B, and 1C: Troubleshooting Voice Mail
Exercise 2: Troubleshooting Auto Attendant
Exercise 3: Implementing an Integrated Lync and Exchange Solution
Bonus Exercise: Extending Contoso’s eDiscovery Solution with SharePoint 2013 Integration

After completing module 10, students will be able to:

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

Requisitos Previos

Before attending this course, students must have:

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