The document summarizes the deployment of Microsoft Lync within the University of Illinois Extension offices to replace an aging telephone system and provide unified communications capabilities. It describes piloting Lync with 50 volunteers in 2012, then rolling it out statewide in 2013. Training sessions were conducted over Lync to teach staff how to use the new system's features like IM, video conferencing, screen sharing, and integration with Outlook. In 2014, the offices transitioned to Lync 2013 to take advantage of improved mobile access and capabilities. The rollout faced some challenges with software installation and reluctance from busy staff.
1. Deploying Microsoft Lync to
County Extension Offices
Marguerite Kelly, Tom Ward
University of Illinois Extension
2. Background
Spring 2010: Campus looking to reduce costs of legacy
telephone system, contract expires in June 2012
Unified communications systems becoming popular
Fall/winter 2011: Campus IT begins removing phones
from desktops
Spring 2012: Extension realizes potential synergy if field
staff also had access to Lync
Spring 2013: Begin deploying Lync to Extension field
offices
3. Synergies
Unified IM with entire University (except undergrads)
Free calls to other Extension offices and campus, including
voice mail
Desktop video conferencing
Screen sharing useful for tech support and instruction
Online meetings (Cisco MeetingPlace retirement 8/31/13)
Tight integration with Outlook
Agnostic of physical location
4. Deployment
Pilot group of 50 volunteers fall 2012
Lync Accounts Created for the pilot group
E911 agreement completed by staff
Install software (from local server or webstore)
Headsets/Cameras Installation and troubleshooting
Training:
Outlook Integration
Use of headset for audio conversation (Make/answer calls)
Use of camera for video conferencing
Sharing desktop (Support & Training)
5. Deployment
Successful Pilot – time to roll out to entire staff
Feb/Mar 2013 statewide Lync 2010 roll out
Order headsets/camera for statewide staff
Staff complete E911
Install software (Setup files on local file servers)
Training…Training…Training
6. Deployment
Move to Lync 2013 – Testing by Tech Team
Decision to move Feb 2014 a year since Lync 2010
Many offices have slow internet speeds for
download, DVD mailed to all Ext Offices
(Instruction, Install, Activation files)
Email sent to County Directors to encourage all
staff to upgrade with due date statewide upgrade
Pitfalls:
Activation was not completed correctly by staff – The
activation error produced many support request
Reluctant staff not meeting install due date-too busy
Currently 85% of the state upgraded
7. Training and Support
Pilot group of 50 users
Developed a set of eight Use Case documents to
teach each set of features
Used Lync to conduct training sessions
Nine held during February – March 2013
Demo
8. Subsequent Developments
Office accounts for MG desk, Conference rooms,
Extra Help staff
Federation with Skype
Improved and enhanced capabilities on mobile
devices with Lync 2013
Lync Web App 2013 makes for an improved
experience with non-Lync users