I’ve recently had a strange problem which I thought would be nice to share.
The environment is Lync 2010 Standard edition and Trio Enterprise 3.2 from Enghouse Interactive. The Lync Client is used as phone app for Trio inbound and outbound calls. When a Call comes in to the contact center, the Lync Client should automatically answer the call when the agent picks it up. Likewise, when an outbound call is made, the Lync Client should automatically pick up the outbound call from Trio Agent and route it to the PSTN Gateway.
In my case, the inbound call seemed to be working fine, but outbound calls would sometimes make the Trio agent go in to a lock. The Trio agent would also make a callback to the Lync Client, resulting in a missed call from the very same number as the Trio agent uses for outbound call. This happened all the time.
Also, the employees at the callcenter complained about poor audio quality in their headsets and the Lync klient said “Your computer is causing poor audio quality”. This set me off in a direction where I started thinking maybe there was something wrong with the headsets.The headsets are Jabra Pro 9465 Duo, and there you go 🙂
I checked the firmware on the headsets in use, and discovered it was quite old. Installed the Jabra PC Suite and ran Firmware Updater. The new firmware was 3.8.2(the old one was 3.1.5 if I remember correctly) from Sept 2012. After the firmware update, everything is working fine.
This post focuses on some key points I’ve come accross when migrating from Lync 2010 to Lync 2013(causing small delays in progress :)).
Static Routing: One of my first migrations took a bit longer to Complete due to faulty routing on the new Edge server. The static routes were created on the server prior to activating the NIC, which lead to failure to communicate. Once the routes were deleted and recreated, everything worked like a charm.
Office Web apps has to be published to the internet using HTTPS and SSL certificate, otherwise you won’t be able to share Powerpoint’s with your federated contacts. Consider using the same URL for internal and external use because this allows for the SSL certificate to be used on both sites on the IIS. How to publish Office Web Apps server
Mobility login: Problems with Exchange Web Services(EWS). Make sure Exchange Web Services External URL is set correct. Consider using the same URL for internal and external web services.
This script provided by MVP Ståle Hansen is an excellent Resource for setting Exchange URL’s.
External web services URL: Remember to change External Web Services FQDN on the new Front End pool, your web services won’t work unless you do 🙂
Client Version policy: Remember to allow legacy clients to login to the new Lync 2013 server(for Legacy). Default is Blocked for Lync 2010 Clients older than 4.0.07577.4103(CU6, June 2012).
This applies only to Lync 2013 on Windows Server 2012.
After installing Lync on Windows Server 2012, replication between Edge server and Front End stops working. This could be as a result of the stricter certificate handling on Windows Server 2012. Check out this post by Terence Luk on how to fix this problem. Another solution to the problem could be found in this article by Herman Seminiano. Both solutions fixes the problem.
This post will be updated as I discover more points to remember during future migration projects.