Set up UCMA for Skype presence, federation, & busy-on-busy

This guide assumes that you've carried out the steps described in Set up Skype for Business telephony. Follow that guide before you continue.

On the Zylinc Windows Application Server:

1. Download Unified Communications Managed API 4.0 Runtime: https://www.microsoft.com/en-us/download/details.aspx?id=34992

2. Run UcmaRuntimeSetup.exe and install UCMA 4.0

Only UCMA version 4.0 is supported. If you have other UCMA versions installed on the Zylinc Windows Application Server, you must remove those versions.

On the Zylinc Windows Application Server, run C:\ProgramData\Microsoft\Lync Server\Deployment\cache\5.0.8308.0\Setup\OCSCore.msi, and install Microsoft Lync Server 2013, Core Components.

In order to create the trusted application in the correct Lync Server 2013 context, use the GUI in Skype for Business Server Topology Builder to create the pool.

On the mediation server:

1. Log in to Skype for Business Server Topology Builder as a domain administrator
2. In Lync Server 2013, right-click Trusted application servers and select New Trusted Application Pool...
3. Select This pool has one server
4. In FQDN, enter the hostname or IP address of Zylinc Windows Application Server
5. In Select the next hop server, select Associate next hop pool
6. In Next hop pool, select the required front end server
7. Finish
8. In the menu, select Action > Topology > Publish... and publish the topology

On the mediation server, in Skype for Business Management Shell, type the following two commands. Replace <ZylincAppSrv_FQDN> with the fully qualified DNS name of Zylinc Windows Application Server.

New-CsTrustedApplication -ApplicationId ZylincTA -TrustedApplicationPoolFqdn <ZylincAppSrv_FQDN> -Port 35042

Enable-CsTopology

On the mediation server, in Skype for Business Management Shell, type the following two commands. Replace <ZylincAppSrv_FQDN> with the fully qualified DNS name of Zylinc Windows Application Server, and replace <domain.com> with your domain

New-CsTrustedApplicationEndpoint -ApplicationId urn:application:ZylincTA -TrustedApplicationPoolFqdn <ZylincAppSrv_FQDN> -SipAddress sip:zylinctae@<domain.com>

Enable-CsTopology

1. Log in to the Zylinc Windows Application Server as a domain administrator

2. Start Command Prompt (Admin)

3. Type the command CertUtil

4. Make a copy of the value of the line that starts with Config

   Example: host.domain.com\domain-MTP-AD-CA

5. On the Zylinc Windows Application Server, start Lync Server Management Shell as an administrator

6. Run the following command. Replace <ZylincAppSrv_FQDN> with the fully qualified DNS name of Zylinc Windows Application Server

   Request-CsCertificate -New -Type default -FriendlyName "ZylincTA" -CA <insert the value that you copied> -ComputerFQDN <ZylincAppSrv_FQDN>

Make a copy of ServiceGruu:

1. On the Zylinc Windows Application Server, log in to Lync Server Management Shell as a domain administrator

2. Type the command

   get-cstrustedapplication

3. Make a copy of the contents of ServiceGruu that relates to ZylincTA

   The value may be broken into more than one line. Use Notepad to make sure that the value is on a single line, and that there are no unnecessary spaces.

Set up UCMA in Administration Portal:

1. In the Administration Portal menu, select INSTALL > Portal Configuration
2. Select Lync/SfB
3. Select Client, Mobile & Web
4. Click Save
5. In the Administration Portal menu, select NETWORK > SfB Configuration
6. Click SETUP in the top right corner
7. In the Skype for Business User Proxy - Generel section:
   1. In Connection Type, select UCMA
8. In the Skype for Business User Proxy - UCMA section:
   1. In Endpoint Type, select UCMA - Application End-point
   2. In Service Address/ FQDN, enter the address of the Zylinc Windows Application Server
   3. In GRUU, paste the ServiceGruu that you previously copied
   4. In Certificate Friendly Name, enter ZylincTA
   5. In SIP-uri, enter sip:zylinctae@<domain.com>, replace <domain.com> with your domain
9. Click Save

Restart the following to make sure that old UCWA presence information is deleted:

1. Restart ZyGo
2. Restart Skype for Business User Proxy
3. Restart ZyDesk

In the Time overview of ZyDesk, inspect the SfB column for Skype users

1. Log in to ZyDesk as an agent with Skype softphone device and operator device
2. For Skype users, SfB presence should be visible as a red/yellow/green square icon in the SfB column. When you place your mouse pointer over the icon, you should see the SfB presence, for example away, busy, idle, or be right back.

1. In the Administration Portal menu, select Network > SfB Configuration
2. In the Skype for Business Federation - Feature Settings section, do the following:
   1. Select Activate
   2. In Domain Whitelist, enter the name of your domain
   3. In Federate from, select Agent
   4. In Client Languages (extra), select all languages
   5. In Busy Text - Agent, enter ZyDesk agent busy

1. In the Administration Portal menu, select SYSTEM > Client, Mobile & Web
2. In the Agent federation section Federate from, select Skype for Business
3. In SfB Whitelist, select All
4. Save

You're going to need a number to call that automatically answers calls and just plays music-on-hold, so that users become busy when they call that number, and the federation feature can be tested.

Set up a special test queue, with number 1001, that just plays music:

1. In the Administration Portal menu, select QUEUES > Voice Queues
2. Click Add Voice Queue
3. In Name, enter QueueThatJustPlaysMusic
4. In Number, enter 1001
5. In Unmonitored Queue, select Queue Calls
6. Don't add any users to the queue. It's supposed to be unmonitored at all times.

Change a Skype agent's agent device and operator device to internal softphone:

1. In the Administration Portal menu, select USERS > Agents
2. Click the name of an Agent
3. Set User (Operator) Device to internal
4. Set Agent - Incoming Calls Device to internal
5. Save
6. Check that no errors are displayed in the top of the Administration Portal page

Restart the following, to make sure that old UCWA presence information is deleted:

1. Restart ZyGo
2. Restart Skype for Business User Proxy
3. Restart ZyDesk

Test that agent state is federated into skype:

1. Log in to ZyDesk with the agent whose operator device and agent device you previously changed to internal softphone
2. Open the Skype client window next to ZyDesk.
3. Call 1001 from ZyDesk. In Skype, the presence should immediately change to ZyDesk agent busy. When you hang up the call, Skype presence should remain ZyDesk agent busy for a few seconds, as long as ZyDesk is in the wrap-up state. This step validates federation in one direction.
4. Call 1001 from Skype. Search in ZyDesk so that the agent becomes visible in the Time overview. Place your mouse pointer over the red icon in the Unified Presence column (usually the second column from left). The unified presence text should show - CC Busy and - SfB on-the-phone

MSPL Manager is a service installed on Skype for Business frontend servers. It monitors SIP signaling and, if Busy-on-Busy is enabled, it can intercept calls, before they're routed to Skype users.

If you don't use Busy-on-Busy, you can omit the installation of MSPL Manager.

When MSPL Manager starts, it connects to ZyDB to get the address and port number for SfB User Proxy, along with the rest of its configuration. MSPL Manager then connects to SfB User Proxy.

SfB User Proxy and SfB MSPL Manager work together to provide Busy-on-Busy functionality. User Proxy initiates a connection to the port that MSPL Manager listens on, and the two services are now connected and ready to work together to provide the functionality.

To install MSPL Manager on Skype for Business frontend server:

• Install LyncMsplManagerSetup-<version>.msi. You find it in the 3_Application_Server\12_Lync folder in the unzipped Zylinc release.
• Enter ZyDB connection information (the SQL host, port, database, user, and password)

1. Download this file: ZylincHandler.zip
2. Extract ZylincHandler.am from the zip file, and overwrite the existing file: C:\Program Files\Zylinc\LyncMsplManager\<version>\ZylincHandler.am with the one from the zip file.

Log in as an administrator on the frontend server:

1. Start Skype for Business Server Management Shell.

2. Run the following command. Replace <FrontEndServerName.DOMAIN> with the hostname of your SfB frontend server:

   New-CsServerApplication -Identity Registrar:<FrontEndServerName.DOMAIN>/ZylincHandler -Uri http://mspl.zylinc.com/ZylincHandler -Enabled $True -Critical $False -Priority 4

The following steps describe how to create a local service user for MSPL Manager service, that is a member of two local groups: RTC Server Applications and Administrators:

1. Right-click the Windows button and select Computer Management
2. Right-click Computer Management > System Tools > Local Users and Groups > Users and select New User...
3. In User name, type ZylincMSPLSVC
4. Create a new password for the user.
5. Clear User must change password at next logon
6. Select User cannot change password
7. Select Password never expires
8. Click Create
9. Click Close
10. Double-click ZylincMSPLSVC
11. Select the Member of tab
12. Click Add...
13. In Enter the object names to select, type RTC Server Applications; Administrators
14. Click OK

1. Right-click the Windows button and select Computer Management
2. In Services and Applications > Services, double-click Zylinc Lync MSPL Manager <version>
3. Select the General tab, Startup type, select Automatic (delayed start)
4. Select the Log On tab, select This account.
5. Click Browse...
6. In Enter the object name to select, enter ZylincMSPLSVC
7. OK
8. Enter the password for the SVC user that you previously created.
9. OK
10. Make sure that Zylinc Lync MSPL Manager <version> is started.

Busy-on-Busy lets you apply rules to incoming calls, depending on the user's current presence, agent state.

Actions that a rule can do to an incoming call:

• Decline call
• Follow SfB Client No Answer rule
• Forward to SfB Voicemail
• Forward to a phone number

Busy rules can be applied if:

• The user is in an active call in Skype for Business
• The user has manually selected the state busy in Skype for Business
• The user is in an active call on another phone type with federated status, for example on the company mobile phone.
• The user's Zylinc agent state is busy. For example, the user is in an active call from a voice queue on the ZyDesk softphone, or in wrapup state because such a call just ended.

Skype for Business activity rules can be applied based on the user's presence text, for example: away, be right back, busy, and do not disturb

Rule priority

To help you define when a rule becomes active, you can assign priorities to the rules. If criteria for more than one rule are met, the system applies the rule with highest priority.

Priority for activity rules vs. busy rules

Activity rules always takes priority over busy rules

Groups

Groups are useful to define the scope of users for a rule.

1. In the Administration Portal menu, select NETWORK > SfB Configuration
2. In the Skype for Business Busy-On-Busy - Feature Settings section, select Activate
3. In Apply rules when, select User Busy and Agent Busy
4. In Busy Rules, select GroupZyDeskUsers
5. Save
6. Restart SfB User Proxy
7. Restart MSPL Manager

1. Log in to Skype on computer 1 with Skype user with phone number 2000
2. Log in to Skype on computer 2 with Skype user with phone number 2001
3. From computer 2, call number 2000. The call should pass through.
4. From computer 1, call number 1001. User presence changes to busy. Music-on-hold is played from queue 1001.
5. From computer 2, call number 2000. The call should be rejected with message 2000 is in another call
6. Go back to computer 1 and hang up the call to 1001.
7. From computer 2, call number 2000. The call should pass through.

Optionally, you can search in the MSPL Manager log file for the text phrase phone was declined with busy. If a line that contains that text exists at the relevant date/time, this confirms that Busy-on-Busy works correctly and actually declined a call.

Only the MSPL Manager log file will contain information about each declined call. SfB User Proxy log file will not log each declined call.

On the mediation server, in Skype for Business Management Shell, type the following commands. Replace <ZylincAppSrv_FQDN> with the fully qualified DNS name of Zylinc Windows Application Server

New-CsTrustedApplication -ApplicationId ZylincChatTA -TrustedApplicationPoolFqdn <ZylincAppSrv_FQDN> -Port 35045

Enable-CsTopology

On the mediation server, in Skype for Business Management Shell, type the following commands.

Replace <ZylincAppSrv_FQDN> with the fully qualified DNS name of Zylinc Windows Application Server, and replace <domain.com> with your domain

New-CsTrustedApplicationEndpoint -ApplicationId urn:application:ZylincChatTA -TrustedApplicationPoolFqdn <ZylincAppSrv_FQDN> -SipAddress sip:zylincchattae@<domain.com>

Enable-CsTopology

You can reuse the certificate ZylincTA that you previously created.

1. In the Administration Portal menu, select INSTALL > Portal Configuration
2. Select Chat Queues
3. In Chat Queue Handlers, select Skype for Business Chat
4. Save
5. In the Administration Portal menu, select QUEUES > Chat Queues
6. In Name, enter ChatQueueZylincChatTAE
7. In User, enter sip:zylincchattae@<domain.com>
8. In Welcome Text, enter Welcome to customer service
9. In Connected Text, enter You are now connected
10. In Disconnected Text, enter You are now disconnected
11. In Queue Full Text, enter We are busy right now, please try again later
12. In Unmonitored Text, enter We are temporarily unavailable, please try again later
13. In Closed Text, enter .We are closed. You can view our opening hours on our website.
14. Save
15. Click ChatQueueZylincChatTAE
16. Click USERS in the top right corner
17. Add a Skype-enabled user to Primary
18. Save

On the Zylinc Windows Application Server:

1. In the Deployment Manager menu, select Deployment > Installation
2. In Installers, select Lync Chat Queue Handler
3. Click Install Applications
4. In the Deployment Manager menu, select Deployment > Services
5. Start Chat Queue Handler

1. Make the chat queue unmonitored. Close all running instances of ZyDesk.
2. Log in to Skype and inspect the status of the user zylincchattae@<domain.com>. Test that status of the queue is be-right-back
3. Log in to ZyDesk as the agent who you previously added as Primary chat queue agent.
4. From Skype, inspect the status of the user zylincchattae@<domain.com>. Test that status of the queue has changed from be-right-back to idle.

1. Log in to client computer 1 as a Skype user who's not an agent on any queue.
2. Log in to client computer 2 as the Skype user who you previously added as Primary chat queue agent.
3. On computer 1: call the chat queue, zylincchattae@<domain.com>
4. On computer 2: the call should be visible as an incoming call in ZyDesk. Answer the call.
5. On computer 2: send the chat text Hello, how can I help you?
6. On computer 1: send the chat text I'm testing your chat queue ...
7. Go back to computer 2 to verify that chat works in both directions.