[MUSIC]
Welcome to Skype for Business Subject Matter Expert or
SME Roundtable.
Hi, I'm Sheri Bettine, and I'll be your host today.
We are the IT Showcase team, and
we love to talk to you our customers about how Microsoft does IT.
Today, I'm here with many of our IT experts that run the Skype for
Business Service here at Microsoft.
This is your opportunity to ask your direct questions of our SME, and
receive candid answers.
We'd like to learn a little bit about you as well.
So, we've posted a question in your browser window
on where are you in your Cloud journey for your Skype for Business?
The answers to this question will appear on the monitors in
front of us.
And it will help formulate how we answer your questions.
I'd like to start with our experts.
Introducing themselves.
So, we'll start with you Shin.
>> Hello everyone.
My name is Shin Kodaira.
I'm the service engineer for Skype for Business.
Mainly in charge around the PSTN connectivity for
session board of controllers, media gateways.
And also for the desk top and the conferencing devices for
the people to use.
And also on the problem management area for the Skype for
Business service.
>> Hello, my name is Donna Patterson.
I'm the engineering program manager for Skype for Business.
I am present for the desktop and mobile clients, and
also Microsoft teams.
>> Hello, good morning.
My name is Kevin Fanton and I'm a Service Engineer for
Skype meeting broadcast.
Including the meeting space for Skype for Business,
specifically Rigel, Surface Hub and our VTC Telepresence Suites
>> Hello my name is Dwight Jones.
And I'm a Senior Service Manager for Skype for Business.
I have supported the get to green effort as service management lead.
Today, I support live site and problem management for Skype for Business
>> Okay,
you guys can start posting your questions in the Skype window.
And also if you have feedback for
the product team please post it there as well.
We love to take up your feedback and give it to the product groups.
So we will do that during this broadcast as well.
I know that Dwight just got back from a world win tour.
And I would love for him to let us know what you did and how it went.
>> Absolutely.
Not exactly where or what for me, but
it was a part of our learning in the transformation of IT.
Where we really want to focus on that end user experience.
And so I just came back from a listening and education tour,
where we started in the Americas.
But also went to countries in EMEA, Paris,
Lisbon, London and Johannesburg.
We had team members to go to Asia Pacific countries.
And it was all about training, empowering our IT managers
with the telemetry that's available in Skype for Business.
And when you think about the cost of quality, we wanna make sure that
that customer is having the best experience possible.
And so, we trained our IT managers with tools for that purpose.
But we also listened to our end users and
met with leadership across the world.
And the purpose of that, you know as IT, we're not only first and
best just to deploy the latest and greatest technology for Microsoft.
But we wanna make sure that we are listening to our users and
our customers.
So that, we can drive those into new features and
to service improvements for Skype for Business.
A lot of the output from that trip is making it into product and
service improvements.
As we advocate on behalf of our users and customers everywhere.
>> So, I imagine that different regions have different sets of
issues.
>> Absolutely, we know that our mission at Microsoft
is to empower every user and
every organization on the planet to achieve more.
And our world view is to be mobile and cloud first.
But the learnings are that every nation has not fully adopted that.
They have challenges from Internet egress and their ability
to have real time meetings and real time collaborations.
So, we're able to drive that feedback, back to our product group.
And say that, hey, you need to account for this.
Or we can drive it back to our Azure team,
to say that hey, we need a cloud presence in this countries.
That don't have a cloud presence or Internet egress isn't so great.
So, if our mission is to empower every person and
every organization, we still have a lot of work to do.
And that's a lot of the feedback we got.
>> Sounds great.
And then it sounds like the IT managers at each of the sites
become an extension of your team.
>> Absolutely, so just to kind of round that up a little bit.
Traditional IT is where we try to manage everything from
your data center perspective outward.
And traditionally we would try to manage our sites from
a Redmond-centric or US-centric perspective for our global or
our world environment.
And we didn't have the tools and telemetry to be able to help us
to do say just a single building investigation.
And going back maybe a couple of years, we were only able to
really investigate networking or driver issues.
For one or two buildings for an entire year.
And it took a lot of resources from IT.
But when Skype for Business launched and
the call quality dashboard launched with that.
It gave us the telemetry to allow us to be able to
manage individual buildings and
check settings like driver settings, network settings.
As well as make sure that the end user
is having the right experience.
So, we can check on sentiment even so.
We have rate my call,
where they can check in if they are having a poor meeting.
And we track all that telemetry.
Well, now we have, we're not just doing it from IT.
We've empowered and
we have our team managers that are set up regionally across the world.
And we've given them those tools as well as the networking tools,
as well as client side tools.
So, they can ensure that their users are having the best experience.
And the net of that, and I talk about cost to quality traditional IT
used to just be plan and do.
We make a deployment and hopefully it will land well.
Now we have those IT managers.
When we do a change in the environment, they can check, and
then we can act.
So we reduce the time to detect issues and the time to respond.
So our end users have the best possible experience.
>> Sounds great, thank you.
We have Hybrid Skype for Business Server On-premises and recently
started a pilot for Skype Meeting Broadcast in our environment.
We have deployed the service to small group of users and are looking
to roll out the service company-wide but are concerned about support.
Can you tell us how Microsoft supports Skype-
>> Meeting Broadcast.
>> Meeting Broadcast?
>> Okay, I'll go ahead and do that one then.
>> Here at Microsoft, we have three different types of service
around Skype being broadcast.
One being the managed,
the other being the facilitated, and we also have self-service.
The two managed and facilitated, they're fee based service.
The managed is if you just don't wanna bring your own cameras.
You don't want to do anything but post and conduct the event.
With we have our team here, our info media team.
What they'll do is they'll set up the communications.
They'll orchestrate the meeting invites that will bring all
the high end AV equipment.
And they'll manage your end to end, it's like I said it's a fee based.
>> And that's the team we've set up here at Microsoft to do this.
>> It's a team we set up here.
>> For other teams but charge, cross charge.
>> Correct, we cross charge.
There's a reduced one.
Which is the facilitate,
where it gives you some of the comfortability.
Where you're worried about something breaking.
They'll work on that- >> You still have support.
>> You have support, real time.
But you have to kind of get your meeting invite out.
You have to bring your own equipment and your own producer,
you're the one on the camera.
>> Bring your own equipment, what equipment is that?
>> What we do is we just let them know you can use your own onboard
system video and audio, microphone, video.
Or you can just bring your USB attached device and
it's easy as that, just host your own meeting It's a Skype for
Business client, so anything that pretty much runs off
of that device will run within Skype for Business broadcast.
And what we typically do is like on the, not facilitated the,
yeah, your self service one, right?
We have an internal website where we say, you can go here,
get some best practices, some FAQs.
We let them know that these are the devices that you can use,
if you run into problems, do this and
that, but like I said it's totally self service.
There is no help if something goes wrong.
You pretty much have to work through it.
>> So the three levels, no, some, and full.
>> And full, right.
>> Okay. >> And
some are just fine with the self service,
they've done it several times and everything just works.
>> It's a great point that even this meeting today is
a Skype Meeting Broadcast.
>> Correct.
>> And we have a lot of help.
[LAUGH] >> Right.
[LAUGH] >> We got the turnkey version.
>> Right. So it's-
>> That's good to point out.
>> What we usually recommend is that you have a large audience,
start looking at maybe facilitator fully managed.
If you have upwards over a hundred attendees,
you'll probably wanna go with the managed service just in case.
You're trying to run your meeting, but then you're also trying to
control your cameras, your audio, and something goes wrong.
And you don't have another individual in
that space that control that stuff for you.
It gets a little stressful.
>> Okay, good.
How do you manage fax?
>> Yeah, I can take that question.
So basically that is one of the most challenging things that we're
facing here in Microsoft today.
>> Similar to what Dwight mentioned earlier, a lot of those carriers
worldwide, they differ and it's not like a fax solution
that works here in the United States, the same solution's gonna
work always on the other country and especially when it comes to Skype.
A lot of days, we don't have any [INAUDIBLE] on site, in our offices.
So if the fax number is part of our DID range,
if you don't do anything with it, it just goes into Skype servers and
then come back to one of our analog terminal adapter or
ATA devices and then go to fax, which doesn't work well.
Because it converts to SIP and then converts back to TDM or the analog
signal again, so it's a case by case here at Microsoft to be honest.
Some of the countries we have been successful being able
to use fax machines with Skype servers in between.
But if there are offices or countries that don't work that way,
we have to tweak it one by one, whether to have an analog direct
line or the cross line, directly connected to the fax machine and
totally be isolated from our Skype for Business environment.
>> And explain to me a little bit about what it means to have a fax
connected.
Is it when I might fax something to a fax machine and it prints out or?
>> It's when you receive a fax like other customers.
If you wanna send fax to other customers or other [INAUDIBLE].
That signal, the fax machines is very old these days.
It's not capable, it's not really successful in
sending the [INAUDIBLE] circuits.
So we tend, as long as we do have fax and people that need fax,
you have to keep that kind of totally isolated as much
as possible, so that, make sure that it does work, 100% of the time.
>> So, it has its own lines?
>> Yes. >> Okay.
>> But it's not very cost effective, but right now, that's the reality.
>> Yeah.
But also, I know here at Microsoft, I can receive a fax and
it's never printed.
It just gets Emailed to me, and that's pretty cool.
>> That's another total solution we have here,
is the Internet fax service.
Which is basically, the fax still comes in
the traditional way through those analog lines.
But instead of sending it to a physical fax machine,
which is the scanned data is saved into our exchange box.
So that from there, we can send it as a mail attachment to
the recipient instead of printing it out on paper and then handing
it out to whoever the receiver is >> It's a monitored mailbox.
>> Yes.
>> Individual MMA or a group at DL, right.
And then, they forward that to you.
>> Okay. Yeah.
>> But as Kevin mentioned, it's a monitoring group.
So there is somebody that needs to monitor
those incoming fax Look at the who is it to?
And then try to figure out who that fax is for and
then manually forward it to- >> See I thought it was all
technology driving it behind the scenes.
>> [LAUGH] >> There's a lot of legal around
that as well too cause I think with that program
that you're mentioning they can only see maybe, I think it's a portion or
just the first page.
A header.
I don't know.
It's probably just a header for privacy,
and then it's forwarded off.
>> It is very challenging because sometimes you see a fax with
a different language.
And then, if that person monitoring can't understand it,
they won't know who to send it to.
>> Right, I didn't [CROSSTALK] >> Sometimes there are some
lost apps there that's kind of an issue we're facing right now.
>> Yeah, okay great.
>> Which wouldn't happen if it was sip right it would all just be
translated.
>> Let's bring it back to Skype for Business folks.
>> All right next question then.
What are the new features across the Skype for Business client?
>> Skype for Business client,
on the desktop we are improving some of the messaging.
Oftentimes when you get an IM for a chat it comes up, and you've got
other products out there, so we've changed the color to a black.
Oftentimes my bet was confusing and it said accept.
You didn't know whether you were accepting the chat or
if you were accepting a meeting.
We now said, hey it needs to be more intuitive.
So we changed that to reply.
The self-help messaging that says,
hey you may not have a good connection,
your server may not be responding or the person may not be available.
We start making that information more user friendly.
Person is not available try back again later.
Your sitting too close,
please change to your speaker your headset or change devices, so
we start putting in some self help and some better communication.
>> And is that the product group putting in that?
Or are these configuration settings?
>> Product group are putting them in.
>> Our feedback back to the product group.
Our feedback is to the product group to make to make it more intuitive,
the self help needs to be actionable, the features that you're
rolling out need to be able to be easily discoverable,
not hidden somewhere in a setting I can't locate, I can't use.
>> And so that's been listened to and grabbed back into the product,
great.
>> In other services we have a double toast issue that
people were seeing with another product.
And people was like, what is he doing, what's going on?
We tirelessly work and said,
hey, if a message comes from Skype to Business IM.
it needs to be default, it needs to go to Skype for Business IM,
if the person is not available to open the conversation history.
If it's coming from one of our other products in Microsoft teams,
then it needs to go directly to team.
But it doesn't need to show up in two places, that was one fix.
We look at some of the client features for the mobile device,
we returned Rate My Call.
We heard from the desktop users or
from the people in meetings that I can rate the call.
I can find out what's going on.
We wanted to take that same bit of information that if you're in that
mobile work environment, you can act and you can respond to that.
So we have some certificate-based authentication.
We have a Rate My Call.
But the biggest thing that I like about the mobile device that we
upgraded was, oftentimes there was a lag after you cancelled the meeting,
moved to a meeting, or
a meeting showed up on your desktop client in your calendar.
Now you can do a manual refresh just by pulling down your calendar and
it will become updated.
That was one big thing that I was fighting and
>> [LAUGH] Very good.
>> Dwight was mentioning earlier about the sediment and
when you Rate My Call, these are all kind of built in with
the analytics that we can look at a later date.
Say, well, there were some folks complaining here's the data that
actually matches up with yes calls may have been dropping packet loss.
>> Yeah, and not even a later date, right? So
>> We can do it real time right now.
>> Real time and so we can tell hour by hour,
if sentiment is changing, we can tell if the poor
call rate is changing, by individual, by building, etc., etc.
>> And endpoint devices.
>> Yeah.
>> And you can align it with what was happening
in the environment at time.
>> Yes. >> Absolutely.
>> So you can see, when this happened, sentiment dropped in.
>> Yeah.
>> We're working on triangulating like the change management,
the problem management.
We're trying to, we're still reactive right now but,
we are trying to use those same analytics to become predictive and
proactive.
>> Right, trending over time too and
see if there's any I don't think we've ever had as much data before.
>> Yeah.
>> As what we have today.
>> Absolutely.
>> We improved.
>> Yeah. >> Yes.
>> Yeah. >> So, yeah.
>> So it's about using it wisely.
>> And not just the data.
Just ways to sort it as well, too.
>> Yeah.
>> There's always tons of data and then Donna mentioned too
that there's these pop-ups you're getting at going your microphone.
That's you used to just be that, but
it didn't really give you an option what should you do?
I'm getting an echo, well, move closer your mic or
switch all the advices.
>> Yeah.
>> And same as the network too.
>> Help real time.
>> And there's a lot of the feedback that Donna have received.
I've received that hey, it's actually making it into the product
to know where you're actually empowering that end user to be
able to understand what is happening to them in the moment so
that they can make the necessary adjustments.
>> That's great.
>> Is there anything as far as like it'll say you're experiencing wifi
signal degradation, or is there a plan to put, or
maybe you should try switching to a wired connection or
switching to a different access point.
>> Yes, that is there, it doesn't pop as quick because most of
the time people work in their environment, but at home,
it'll tell them there.
>> That's kinda what I'm thinking.
The biggest problems happen, okay.
>> Yep. >> [INAUDIBLE]
>> What are some key learnings for
end users to ensure good experience.
We've talked about some.
>> I can start and you guys can jump in.
One of the things that we did when we were on the listening education
tour was we taught the users, what are the best ways
to make sure you can have the best Skype for Business experience.
And there were five key takeaways that we shared.
There's a Skype at Microsoft site that we have started as a part of
a readiness and adoption campaign.
Where in other IT departments can follow that type of
scenario where we have a portal where our users can come to,
it's called Skype at Microsoft, for best practices, tools and tips.
How to information and even if there are challenges with those servers,
with our service, so standing up that portal was tip number one.
Making sure that users are using certified peripherals and
we have that on that portal a list of not only Skype certified devices.
But we do our own internal IT certification of peripherals
that can be used and even routers and things of that nature right?
So, we have that listed on the portal.
From a mobile experience some of the tips and best practices
are to use PSTN callback when you're over your cellular environment.
Use some of the recommended home routers, and
there are tools and best practices.
And one of the tools is pre-called diagnostics that can look at your
environment and make sure your environment is healthy.
The product group, through Donna,
is taking that on to make that a part of the actual client.
But that's something that's downloadable at the Microsoft Store
that any user or customer could download that and
it's just gonna test the signal between your home Wi-Fi device and
or whether you're in a hotel.
And the Skype front end servers and it's gonna tell you if your,
it's gonna give you a score from one to four to let you know if your
network is experiencing packet loss and jitter or some type of delay.
So, those are some of the tips that we empower our users with that can
help them especially if they're running large meetings or
they are working with mobile.
>> Right doing those device pre-checks before an important
meeting, even the producers in Skype Meeting Broadcast.
That's a good tip to obviously get that out there, tell them,
allow some time to run these tools before your important meetings.
Cuz sometimes what happens, they get the meeting started and
realize that maybe that WiFi is not as good as what they thought
cuz they're at that remote site.
>> Absolutely. >> I actually have some tips and
best practices, when you're even upstream and
you're trying to do deploy.
Test the features and roll out of things you're sharing when
you do your Skype for Business, and understand the expected behavior,
and educate your team, your employees.
And your partners on that expected behavior.
So, for feature rolls out and he says hey you
have this capability to record you have this capability to call.
Understand that expected behavior from the desktop,
from the web client, from the mobile client, and give them the good
better best experiences of what those scenarios will be.
I think those are some of the tips,
if you haven't rolled it out and you're in that deploy chain,
understand the expected behavior in your respective environment.
>> And that helps expectations, so
that expectations can be met, versus the mismatch.
>> One thing I can add to, what do I mention about the standard devices
that we have here at Microsoft?
For example, last year when we deployed a Bluetooth headset.
>> [LAUGH] >> Especially nowadays that people
have a lot of devices like Surface, where they have just one USB port.
So, some of the people who, really into technical things,
they tend to wanna save that USB port for something else.
So, what they tried was they wanted to pair that, since it's a Bluetooth
headset, pair it directly with a Surface bluetooth.
Of course, technically it's gonna work.
But, the way that headset is designed is to have a best quality
when you use that dongle that comes with the headset.
So, we have done a lot of testing on our side and kind of provide
that kind of information out on the Skype at Microsoft website.
So, that even if you can't do this way it might not give you the best
experience, the best practice for you to use that bluetooth handset is
this is how you should be setting up your environment.
Those are kind of things that we are [INAUDIBLE]
>> And we are also driving
the improvements into the Windows OS right, so that it manages.
Because bluetooth offers a whole other media that we hadn't even
considered with traditional ways of doing unified communication.
It adds another layer, we were just talking about the Wi-Fi issues.
But Bluetooth, you're sharing with four or five devices and
you know from real time communication,
you need to be able to prioritize voice and video traffic, right?
So voice traffic over that, and so we are driving that and
taking those learnings to drive into the Windows OS improvements, right?
>> It's good to know, there can be competition [LAUGH].
>> Yeah, your mouse could win over your voice.
>> [LAUGH] >> I'm annoyed when my husband wants
to pair his phone into my car, because then, my car is confused on
which When we're both in the car which phone wins.
>> There you go.
>> There's that priority, you got that priority setting right?
>> It's my car.
>> Disconnect them.
>> Remove all contacts.
>> Followup for the earlier one.
Are there any special hardware requirements for
running a self-hosted Skype meeting broadcast live streaming event?
You talked a little bit about that.
>> Talked a little bit about that.
Pretty much any USB connected device will work.
The rule of thumb is if it works within Skype for Business,
it would work with the Skype Meeting Broadcast.
Now, that's not to say that using your onboard video and
audio is the best choice for the type of meeting.
Because if you have the front camera and you have your audience out here
and you wanna project you wanna have it, a removable USB type of device.
To be able to pan, tilt, zoom, that you give a better experience.
But to answer that, you can pretty much use anyone that's supported
through the Microsoft website.
We have a website that says Skype at Microsoft,
these are the approved devices.
But that's not the same say, a third party would not work,
it just say you'd have a test and approve device for
your type of meeting, [CROSSTALK] For the quality, right.
>> But we could have like a Skype Meeting Broadcast session.
We'll two users, right.
>> You can.
>> Through to 10,000, I think that's what they're saying, right?
>> Right, and that's some of what we recommend is when you're hosting
meeting, and say it's like over 50, users.
You wanna have another meeting, not attendee, but
a meeting participant that can actually drive the meeting.
So, you could be sharing your PowerPoint, but
they can be controlling the camera for you.
>> Right. >> And somebody else could be in
the same meeting with you that has the mediator type of rights,
and they can just control your audio as well, so-
>> Yup.
>> That's probably the best thing to do at that point, just depends on
what type of meeting you're hosting- >> It's good to play with it, right?
>> Right. >> To set up test meetings and
see what you're able to do, and try different things before you-
>> Right.
>> Yeah- >> Try it-
>> It's really,
when I got to talk to a lot of the admins in communities, all right,
and it's just amazing the pressure that is upon in executive admin I
have to support a meeting of 150 people.
>> Yeah >> And they do it normally over
Skype for Business, and so there usually there's a confidence about
any problem >> But
when you get to those numbers, Skype Meeting Broadcast gives
you a level of management and control of that meeting.
That makes it a much easier experience for them.
>> Right, and like you'd mentioned they test it prior to cuz
sometimes they're in a location where they haven't been before.
>> Yeah. >> It could be at a hotel, they
think they're plugged into wire, they're going over wireless and
what happens is >> [LAUGH]
>> The audience everyone starts
joining and it's a shared bandwidth and we start experiencing problems.
There's contention, their video starts delaying and cutting out and
so that's what we usually tell them run these test prior too.
Like you had mentioned before that tool.
>> Recall diagnostics.
>> Recall diagnostics, run that and anticipate obviously users
in the audience are joining via web browser and
taking some of that band width away from you.
>> Yeah, good point.
>> Great point.
Are there recommendations then on that point
to your audience on how to join?
Are there ways to join that are bandwidth conservative?
>> Well, for the Skype Meeting Broadcast,
it's all going through the web browser.
So the recommendation usually is for the moderator to go ahead and
make sure they have a dedicated connection, so
this way there is no- >> So
they're not- >> Shared-
>> on Wi-Fi?
>> Correct.
But that's just for the, we call them the producer.
So the producer is the one that's actually
controlling the camera and the audio.
>> I think another point is, I kinda call it meeting etiquette.
When you're in a meeting, it's 50 people, and
you're physically in the room and present,
don't take up the bandwidth by- >> [LAUGH] [CROSSTALK]
>> That's the meeting etiquette
[CROSSTALK] >> You will be surprised how many
folks will do that, so- >> People
in the room- >> Right
>> Yes.
>> Actually physically there and
taking up bandwidth and actually you sometimes hear the playback or
the echoing because they're hearing it live, but yet
they're still in the call with the audio on.
>> And that's a great point that one
user on a poorly configured device or misconfigured device.
Can impact an entire meeting how many meetings have we been where
someone comes in late they open up their PC they join it with
full audio and then you have this- >> Echo.
>> Right, and so
it disrupts a meeting that's already in process and so a lot
of the things that we're talking about using the right peripherals.
Using the services in a way that it's intended to be used.
And a lot of people say that it should just work, and
I agree with that.
But just like if you are riding a motorcycle,
you would wear a helmet hopefully, and there are some things that you
need to do if you're over a cellular network, you should not trying
to necessarily share PowerPoints while you're on the cellular
network because that's going to have a low quality experience.
So things that we're talking about are are how you can actually improve
the output of the meter.
>> Right, and it's not just them watching the, seeing broadcast
in the room, they could be multi tasking, uploading some large file.
>> [LAUGH] >> Who knows, right?
>> I'll say I'm guilty of that.
[LAUGH] >> If we set a correct expectations
like we're on limited bandwidth here,
just notify the audience that, limit their uploads and
downloads, and >> It's all the same bandwidth.
>> Set their expectations.
>> Okay that's very good.
Donna, what is one of the key asks from your end users for the client.
>> I think the biggest ask for the desktop client would be.
Understanding the instant messaging, IM, accuracy.
And understanding some of the error coding.
To make it more plainer is oftentimes people send an IM and
they'll make it some messaging back saying, I am not delivered,
person not available.
Once we review those error codes, we find out that some of it
is end user induced, and some of it is an expected failure.
Let me share with you.
Let's say I'm IMing you and I'm running to this meeting.
I IM you and then put the computer into sleep mode and then run off.
And I kind of broke that connection and then it's like,
where do I route to?
Where do I route to?
Okay, I'm gonna go conversation history.
And you saying, well why did I miss that?
Well, that's some of the expected behavior because
I just threw it out and threw it into sleep mode.
>> It works that way for email too.
You send an email, you shut your computer, and they're surprised
to find it in your outbox and it hasn't been sent [LAUGH].
>> And those are some of the things.
Then the other one is sometimes we get errors back where a person is
trying to IM someone on an endpoint or a device that is not setup.
Or do not disturb or I'm presenting and they're not paying attention.
And those are the biggest issues of I didn't deliver it.
I might have done something that broke the connection and
then trying to understand when I get it across novice multiple devices.
So for me if I'm at my desktop and I send an IM to you and
you respond back, in my actual device,
that tablet, that mobile device, I have to not only say,
be able to turn hand off on in my mobile device.
I also have to have it set up.
And when I go back and a lot of research I'll find out that
if I can get access to somebody's phone locally, who's saying they're
having a problem, they either did not turn or hand off so they get
it from the desktop and will proper for the mobile device or a tablet.
>> I think even knowing that exist.
>> Yes. >> Like this is the first time.
>> That's what we use this top of my or this guy at Microsoft.
Hey, if you wanna trace your IMs your communications your calls for
multiple device turn, or simultaneous or a do this, or
make sure you have a hand off and you have it,
not only set up with a desktop feature, whatever.
But you have to even enable that mobile device.
>> I know, I see folks, they're presence is online,
and then all of a sudden, I see it switch to mobile.
I kinda just don't send an IM,
because sometimes, I don't know if it got there.
I send it, there's no response, and like you said,
the proper hand-off on that.
So I usually wait until they cuz if they're toggling back and forth, I
can tell that they're, they may not be paying attention, they don't send
them the message, and I just wait until they get back to their office.
>> Of they may just have a setting there but they don't actually.
>> [CROSSTALK] So those are the top items that I usually get feedback.
Part of it is education, the other part is making sure that the error
codes that are routing is really set up.
And when you do have something that is hardware related that we respond
to that and put in a preventive measure.
>> I learned something new today.
I'm going to go look for that.
>> Give me the info.
>> [LAUGH] All right.
>> But some of those, if the error messages keep on going up,
you're pushing those out to the specific group,
to kind of drive those >> Yes.
We actually now have that dashboard that we can look and
see what is expected behavior fails with the sleep.
>> Correct. >> And what are the top and
we parade on those and look at them we can slice it by tenant,
by environment, region and down to the day
and then follow up and do- >> If they're training up or-
>> Yes.
>> So let you know what information you need to get out to your usable.
>> Yes.
>> Perfect.
Okay.
What are our security considerations for
phones placed at public locations.
>> Yes, so we do have a couple of phones here at
Microsoft which is placed in what we call public
area which is in front of the badge security door.
>> [CROSSTALK] >> Reception lobby,
those kind of areas. The biggest security thing is that Skype for
Business phone, is a SIP phone.
So, what you need is not an analog phone line coming in but
an ethernet, network ethernet that connects to that phone which
is very high risk for us because if somebody takes that wire,
out from the phone, plug it into a PC.
There's a possibility that it can start hacking into our corporate
network environment.
So, what we do, especially for those kind of areas.
First, is not to put said phones wherever possible.
We try to make it, if you really need a phone there, but
if is all we needed for just calling somebody or
calling a reception that's behind the door.
We kind of recommend putting an analog phone so
that even if somebody unplug the wire, it doesn't go,
it's not connected to the corporate network.
>> The old fashion [LAUGH].
>> But if there is a real need for
a SIP phone to be in that kind of place.
What we do is we do a lot of limitations on the phone.
Physical side for example is to lock up that phone wire that's connected
to that device, make sure that doesn't get unplugged.
So we do.
>> That it can't be unplugged?
>> So we have a physical lock that locks that ethernet, that's for
the physical kind of limitation and also on the phone side, we do
have a special configuration that we push to these specific phones for
example like, for those phones that are placed in those areas, we
disabled searching through the Skype directory so that people coming in,
they can start dialing anybody- >> [CROSSTALK]
>> [LAUGH]
>> And also, yeah.
Kind of limit other features and functionalities,
not just the address book but like the redial history or call history,
all those kinda things that could relate to PII have disabled
everything on those specific- >> So
it's very narrow in scope what we allow to happen on those phones.
>> Then it ends up being, it's pretty much a device that you can
just make calls or receive calls then what's that difference from and
putting an analogue phone there.
So a lot of times it ends up okay maybe it's easier just to put
an analog phone is more secure yeah.
>> Right like what is it they're needing the phone for typically,
if it's an employee they would have a badge to be able to
go through the door or use another device.
So what you're saying it's maybe like a guest showing up and
they need to make a phone call simple as that.
We don't want them looking at the directory.
>> Definitely yeah sounds smart.
Good advice.
Dwight, we heard earlier about your tour.
What are some of the improvement areas that you have started
taking on in your Get To Green service project?
>> So what we've done, and we're transforming IT,
and so the product group is looking at, and
we use VSO to capture backlog items and
drive those through Agile, to our product groups.
So when you have a list of backlog items, but
we also have the product group listening to a lot of the feedback.
And I can remember early on when we started and
there were some streams already moving in those directions.
Like we were hearing we started off in the Silicon Valley area in
San Francisco area where most of the Microsoft employees
worked with these external companies that were all Apple companies
that used iPhone and those things.
So taking that feedback and Donna able to drive some of the service
improvements on a more prioritized scale for how Skype for
Business works with iPhone devices, and how bringing that
mobile client for just any other soul listening to those users,
prioritizing those feedbacks, making it into feature improvements.
So another feedback that we were getting during the time was,
there was a lot of Microsoft employees our sales team using
competitive products slack right.
So another feature enhancement and
Donna can share more about this is Microsoft Teams
allows us to collaborate across O365 and
even do more things than what Slack is able to do.
And so those things coming to market very quickly are based
on from a lot of those feedbacks and
the partnership that we have with our product group that's listening.
And so those are some of the improvements and just recently and
when I think of the service from end to end,
there are three things that we need to focus on, we need to focus on.
Those capabilities,
those features that we're brining forward in the product.
We need to focus on the health of our environment and
that end user experience.
So those are kind of the tripod of the service that we
have to support and listen with out telemetry.
But as we are focusing to be very agile, and
we have a set amount of resources.
That hey, maybe we have been leaning more on the capabilities and then
some of the health of the environment may become a little bit unstable.
So we can look back now where we couldn't at first,
now we can make adjustments and see that hey,
we are introducing a lot of new products and
features in the environment.
We are moving to the Cloud.
But hey, we also need to make sure we're considering the health
of the environment because our users would tell us very quickly
when reliability and availability of the service is impacted as well.
So, we take all of that feedback to continuously drive
service improvement and product improvement.
>> Yes great, and I here you've achieved double
digit improvement on your score?
>> [LAUGH] >> Yeah, this was an output of
the initial service improvement, the Get To Green service improvement and
just a little bit of background from that is that
we were on the similar journey that a lot of our customers
are gonna be on.
How do we reconcile Lync 2010 and Lync 2013 with Skype for Business?
And Microsoft, we have to do it first, right?
Before we can prove it for our customers.
So, not only do we have to reconcile that,
we also wanted to do our first cloud deployment.
But as we were moving forward on how do we reconcile our enterprise in
our real time environment, we were causing impact to our end users,
our sellers that are out there at customer sites, trying to have great
Skype or Lync calls at that time, and we were disrupting them.
And just like any other IT department,
we have to make decisions on operational expenses.
So, we use our Lync 2010 servers to run Lync 2013 and
our capacity and performance issues.
The legacy WiFi where we use to have wireless in and then we went to BYOD
which multiple devices are pulling from your WiFi infrastructure.
We had to compensate from that but that much, that initiative where
it was a one at Microsoft initiative where the product group and
IT came together whether it was a networking portion, the server
infrastructure portion, how we introduce features and product.
And we focused on seven key pillars to drive improvements to our
environment because we're impacting the user experience and the result
of that initiative was that we did it achieved double digit,
I think it was like 19 points improvement,
in our global employee satisfaction survey.
That's how Micrsofties tell us is the service improving or
not and so a lot of improvements were made there.
And our users let us know that, that they recognized the improvements,
and they recognized that Skype for Business was
a much better experience than the legacy Lync experience.
And, but we have to be mindful of making sure the environment
remains reliable as we continue to offer new capabilities.
>> I'd like to add on to that.
I think another thing that is overlooked that Dwight led and
pulled out of that is that was the turning point for
us to become device agnostic.
Dwight led the team and part of the feedback was hey, but
Skype for Business is not product x.
So from that we did two things.
We launched Skype for Business and
put it across the mobile environments, all three of them.
But obviously it was on Windows.
And we also had Skype for
Business in a pilot and launch for the Mac client.
With that, we also found out that they were saying okay,
yeah it's here but I need it to have all the same user interface.
I need to have the same experience.
So he led us on that journey to say make sure you're device agnostic and
then also make sure that there's feature parity and
we're still on that road, but let's make sure it's the same UI,
that I can see and do the same thing across any client.
>> What I love about that story is that it really shows what
paying attention to your end user experience,
what it can do as far as when you're focused on that and
you operate in that way, you can make a dramatic change.
>> Yeah, and Skype for Business like no other service and
I'm sure the business owners and our users will agree with that.
It really tells you when you're not paying attention to the end user and
the customer.
Because, we could miss email all during this segment.
And we're okay with that, as long as the servers are back up and
we can get email after that, but this is real time communications,
that is over Skype for Business.
So if we lose a socket of communications here,
we're gonna feel it here- >> Definitely.
>> And our end users are gonna feel it.
>> They're gonna feel it, yeah.
>> We are near the end of our hour and
I do wanna ask our SMEs one final question, and that is what is
the one tip you would like to leave our customers with today?
And Dwight can you lead us off on that?
>> Absolutely.
So as we talk about the transformation of IT and
what is gonna take in this Cloud and mobile environment to support IT.
We can't think about how we just manage up time in our data center.
We have to think about that end-to-end experience, and
that's just what we just talked about.
We have to be aware of the mobile client and
as well as the desktop client, and
all of the different settings that are making things healthy there.
But then, we have to be aware of the transport,
how is that Wi-Fi infrastructure, are they running AC or
2.4 gigahertz radio versus 5 gigahertz radio?
We have to be aware of that access layer networking experience.
But then, we also have to be aware of how are we supporting
the capacity in our managed data centers.
And a lot of that has been helpful for
us as we transfer a lot of that responsibility of capacity and
network capabilities into the cloud, so
think about it from an end-to-end experience and
just really care about that customer experience, and
I think that's the transformation that we are on and
that's the best tip that I can give any IT organization out there.
>> Kevin.
>> The one tip I would look at is technology is constantly changing,
especially in the space I work in, in the conferencing space,
in the collaboration, so it's not just limited to the conferencing.
We place these devices in the hallways,
they're in focused rooms, which are small meeting spaces.
And we tend to change up technology at a frequent pace, and
I'm sure it happens outside of Microsoft as well, that for
us we'll put something in a room and we're trying to get away from wires.
We're trying to be more wireless,
but we don't really communicate that through the end user, and
again room, it's like, do I plug this in or when do I plug that?
And it just affects the meeting startup.
What we usually do is the recommendation is get
the communications out, whether they're MailTips,
whether they're communications that are left within the room
that the users know how to use these devices.
There's been a couple things that kinda bit us in the past and
that's been like, we'll take video away just because we're trying to
get to the next technology, and video will go back in that room
within a period of time, but we're trying to cut to the next device,
and we'll get that feedback like, hey, where did the video go?
We use that, and so it's getting that communication now,
setting the expectations, and make sure they know how to get into
these meetings and start them up and use the rooms as expected.
>> Okay.
For me, I would say if, for those who still on their deployment,
you wanna understand what is your deployment strategy and
what scenario basis are you going to roll out for the mobile worker, for
the remote worker, for those working at home, you wanna really understand
those environments, and understand the expected behavior in those
environments, so you can educate and inform.
And then, as you think about some of those features that you wanna turn
on or off at the IT admin level, I would always suggest,
try as much as possible to push it back to the end user.
Allow things to be configurable at the end user,
it goes back to that strategy.
You may think that having the ability to have a toast or
to have a feature turned at the tenet level is,
but listen to your end users, have a pilot, and understand where is
the best place to have that feedback and to have that control.
>> For me, I would like to talk about some of the experience
I've been having when we were moving from on-prem to the cloud,
where there is the PSE and connectivity around
SBC's Media Gateways or even the device provisioning servers.
And even to the number blocks that you have in the offices around
the globe.
So, when it's on-prem, it's usually tend, including myself,
that you tend to have, since you have the full control of, for
example, the SBCs or the gateways, even the provisioning servers, you
tend to do a lot of customization to make your life easier,
you do a lot of things that you think it's very good to have.
But once you start moving to the cloud, all of those,
the more customization and the features you put in there might make
it difficult for you to move into the cloud, because in the cloud it's
much easier to manage but also you'll lose a lot of those
customizations and functionalities that you used to do on-prem.
So, the best practice or the recommendation I would have for
people who are planning to move to the cloud is,
do the cleanup while you're on-prem, make it as simple as possible so
that when you are ready and plan out the schedule to move to the cloud,
all of those customization and
features you put in won't become a blocker for you.
>> Excellent, okay, thank you all.
Well, we are at the end of our session today.
This video will be posted at microsoft.com/itshowcase.
We have live events every week, and we'd love for you to join us, and
bring your colleagues.
You can find at our IT Showcase site lots of artifacts,
technical case studies, business case studies,
other videos on how Microsoft does IT, so it's a great resource.
We also post our productivity guides, which is how we get
employees up to speed on the latest and greatest technology every day.
We provide those guides to you for
you to use in your own organizations, so look for those.
We thank you for joining us today, and we hope to see you back soon.
Thank you.
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