Course Code: 18978

55070 - Microsoft Lync Depth Support Engineer

Class Dates:
5 Days
Class Time:
Instructor-Led Training, Virtual Instructor-Led Training


  • Course Overview
  • This five-day instructor-led class takes support engineers beyond design and deployment to troubleshooting Microsoft Lync Server 2013. You will review Lync Server architecture from the perspective of a Depth Support Engineer in order to support customers with Lync Server service issues. The course provides a toolkit for the Depth Support Engineer, which includes Microsoft and third-party tools available for troubleshooting Lync Server. You will use a variety of these tools and resources to troubleshoot real-world scenarios related to Enterprise Voice, conferencing, application sharing, IM, and Presence. As part of the hands-on labs, you will derive, articulate, and implement solutions to trouble tickets for common Lync Server issues and practice walking a typical customer through a solution. This course can assist you in preparation for Exam 74-338: Lync 2013 Depth Support Engineer.

  • Audience
  • 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.


Course Details

  • At Course Completion
  • 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
  • Module 1: Reviewing Lync Server 2013 Architecture
  • 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 1: Introduction to Contoso’s Environment
  • Connecting to the Labs, Reviewing Contoso's Environment, Performing Active Directory Health Checks, Verifying Lync Service Availability
  • Lab 2: Troubleshooting Lync 2013 Dependencies
  • Troubleshooting Lync 2013 Dependencies,, Troubleshooting SQL Back End Server Dependencies, Performing SQL Mirror Failovers
  • Module 2: Developing a Depth Support Toolkit
  • 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 1: Using Depth Support Tools
  • Tool Tutorial, Provisioning User Accounts, Tracing Fundamentals, Event Logs and Synthetic Transactions
  • Module 3: Troubleshooting Client Authentication, Persistent Chat, and Presence
  • Client Issues
  • Persistent Chat, Presence and Address Book Issues
  • Archiving Issues, VDI Issues
  • Lab 1: Troubleshooting Lync Client Access
  • Troubleshooting and Resolving Sign-in Issues, Troubleshooting Presence Issues
  • Lab 2: Troubleshooting Client-Related Issues
  • Resolving Address Book Issues, Resolving Persistent Chat Issues, Troubleshooting Client Version Policy
  • Module 4: Troubleshooting Remote Connectivity
  • Edge Remote Connectivity, Federation
  • Reverse Proxy, Mobile Devices, Port Configuration, Remote Connectivity Testing
  • Lab 1: Troubleshooting Edge Connectivity
  • Exercises 1A & 1B: Troubleshooting Edge Configuration
  • Using PortQry to Troubleshoot Connectivity Issues, Troubleshooting Remote Connectivity
  • Lab 2: Troubleshooting Reverse Proxy
  • Deploying ARR as a Reverse Proxy for Lync and Exchange
  • Troubleshooting Remote Connectivity
  • Validating Mobile Client Connectivity with Lync Connectivity Analyzer
  • Module 5: Troubleshooting Conferencing
  • Core Conferencing Modalities
  • Configuration of Office Web Apps Server
  • Conferencing Life Cycle
  • Conferencing Data
  • Lync Room System
  • Lab 1: Troubleshooting Conferencing
  • Troubleshooting Internal Conference Issues
  • Identifying Root Causes of Conferencing Issues with Performance Monitor
  • Using Lync Monitoring Reports to Troubleshoot Conferencing Problems
  • Testing Conferencing Call Flow
  • Module 6: Troubleshooting Enterprise Voice Configuration Issues
  • Enterprise Voice Configuration
  • Call Setup and Teardown
  • Connection to External Telephony Systems
  • Lab 1: Troubleshooting Dial Plans, Routing and Trunks
  • Exercise 1A & 1B: Identifying Dial Plan Misconfiguration
  • Troubleshooting Voice Routing Issues
  • Troubleshooting Lync 2013 Trunk Settings for Media Gateways or IP PBXs
  • Troubleshooting Inbound/Outbound Call Flow Issues from PSTN
  • Module 7: Analyzing and Troubleshooting Enterprise Voice Call Quality
  • Voice Quality Issues
  • UC Devices and Peripherals
  • Lab 1: Troubleshooting Voice Quality and Network Traffic Issues
  • Configuring SCOM to Monitor Lync
  • Troubleshooting Call Quality Issues
  • Analyzing DSCP Values and Port Ranges for Prioritizing Network Traffic
  • Configuring GPOs and Lync Policy for QoS
  • Module 8: Analyzing and Troubleshooting Enterprise Voice Applications
  • Call Park Service
  • Troubleshooting Response Groups
  • Announcement Service
  • Lab 1: Troubleshooting Enterprise Voice Applications
  • Exercise 1A & 1B: Troubleshooting Response Groups
  • Exercise 2: Troubleshooting Dial-in Conferencing
  • Module 9: Troubleshooting High Availability, Disaster Recovery, and Voice Resiliency
  • Supported Lync Server 2013 High Availability Configurations
  • Load Balancing Web Services
  • Setting Appropriate Disaster Recovery Expectations
  • Lab 1: Deploying HA and DR and Troubleshooting Voice Resiliency
  • Configuring Lync HA and DR
  • Troubleshooting Load Balanced Configurations
  • Troubleshooting Voice Resiliency
  • Module 10: Troubleshooting Exchange and SharePoint Integration
  • Exchange 2013 Unified Messaging
  • Unified Contacts Store
  • Archiving and Compliance
  • SharePoint 2013 Site Mailboxes
  • SharePoint 2013 eDiscovery
  • Lab 1: Troubleshoot Lync Server Integration Issues
  • Troubleshooting Voice Mail
  • Troubleshooting Auto Attendant
  • Implementing an Integrated Lync and Exchange Solution
  • Extending Contoso’s eDiscovery Solution with SharePoint 2013 Integration