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Microsoft Lync 2013 Depth Support Engineer (M55070)

Learn to effectively troubleshoot Lync Server 2013.

GK# 6493 Vendor# M55070

Course Overview


This advanced level course will take qualified 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. You will use a variety of tools and resources to troubleshoot real-world scenarios related to Enterprise Voice, conferencing, application sharing, IM, and Presence. Learn how to implement solutions to trouble tickets for common Lync Server issues and practice walking a typical customer through a solution.


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What You'll Learn

  • 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


Viewing outline for:

Virtual Classroom Live Outline

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

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

3. Troubleshooting Client Authentication, Persistent Chat, and Presence

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

4. Troubleshooting Remote Connectivity

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

5. Troubleshooting Conferencing

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

6. Troubleshooting Enterprise Voice Configuration Issues

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

7. Analyzing and Troubleshooting Enterprise Voice Call Quality

  • Voice Quality Issues
  • UC Devices and Peripherals

8. Analyzing and Troubleshooting Enterprise Voice Applications

  • Call Park Service
  • Troubleshooting Response Groups
  • Announcement Service

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

10. Troubleshooting Exchange and SharePoint Integration

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


Viewing labs for:

Virtual Classroom Live Labs

Lab 1: Introduction to Lab 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

Lab 3: Using Depth Support Tools

  • Tool Tutorial
  • Provisioning User Accounts
  • Tracing Fundamentals
  • Event Logs and Synthetic Transactions

Lab 4: Troubleshooting Lync Client Access

  • Troubleshooting and Resolving Sign-in Issues
  • Troubleshooting Presence Issues

Lab 5: Troubleshooting Client-Related Issues

  • Resolving Address Book Issues
  • Resolving Persistent Chat Issues
  • Troubleshooting Client Version Policy

Lab 6: Troubleshooting Edge Connectivity

  • Troubleshooting Edge Configuration
  • Using PortQry to Troubleshoot Connectivity Issues
  • Troubleshooting Remote Connectivity

Lab 7: Troubleshooting Reverse Proxy

  • Deploying ARR as a Reverse Proxy for Lync and Exchange
  • Troubleshooting Remote Connectivity
  • Validating Mobile Client Connectivity with Lync Connectivity Analyzer

Lab 8: 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

Lab 9: Troubleshooting Dial Plans, Routing and Trunks

  • 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

Lab 10: 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

Lab 11: Troubleshooting Enterprise Voice Applications

  • Troubleshooting Response Groups
  • Troubleshooting Dial-in Conferencing

Lab 12: Deploying HA and DR and Troubleshooting Voice Resiliency

  • Configuring Lync HA and DR
  • Troubleshooting Load Balanced Configurations
  • Troubleshooting Voice Resiliency

Lab 13: Troubleshoot Lync Server Integration Issues

  • Troubleshooting Voice Mail
  • Troubleshooting Auto Attendant
  • Implementing an Integrated Lync and Exchange Solution



Note: Due to the advance nature of this course, it is imperative students meet or exceed all prerequisites listed.

You should also have a proficiency in the following areas:

  • 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

Who Should Attend


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

Training Exclusives

This course comes with 12 months access to the following benefits:

  • Practice Labs
  • 24x7 Mentoring
  • Indexed Class Recordings
  • Unlimited Course Retakes
  • Digital courseware
Find out more
Course Delivery

This course is available in the following formats:

Classroom Live

Receive face-to-face instruction at one of our training center locations.

Duration: 5 day

Virtual Classroom Live

Experience expert-led online training from the convenience of your home, office or anywhere with an internet connection.

Duration: 5 day

Request this course in a different delivery format.