I was planning on testing some Lync plugins from GitHub today. But that will have to wait.
The other day I asked you, our readers, for a little help. Would someone who uses both Skype and Lync answer a couple questions about your experiences with the two systems?
And someone did! Peter from Psquared.net has come forward. His office uses both Lync and Skype (along with a couple other add-ons, as you’ll see). He was kind enough to answer my questions with great detail.
From my questions and Peter’s answers, I hope you’re able to get a good clear example of how businesses can use Skype and Lync in concert. CAN, mind you, not MUST. There are many different ways for Skype and Lync to interoperate…this is just one (albeit one that appears to serve Peter quite well)!
So let’s see what Peter has to say. The following is from his own words.
Q&A – One Company’s Skype/Lync Experience
1) What’s your Lync Server setup like?
We have a single Sangoma Lync Express appliance which hosts our FE [Front End Server], as well as VMs that host the Web Apps server and the Edge Server. It also has a special Sangoma software SBC VM image.
We still use a TMG2010 server for our Reverse proxy. I keep meaning to switch to a new VM running IIS ARR etc. but just havenâ€™t gotten round to it â€“ after all, it currently ainâ€™t broke!
We actually use an Asterisk based IP-PBX for our main office PBX (Sark from Aelintra), but this has bidirectional links to Lync so our employees can use either Lync or legacy SIP for their calls â€“ the phones are all Snom 820/821 phones with accounts for Lync (7xx extension numbers) and for the Asterisk extensions (all 2xx extension numbers)
The reason for still having the Asterisk box is that although we have Enterprise Voice, the built in Response Group Application is just too slow at connecting calls when used with the Snom handsets, so we have stuck with the Asterisk for the majority of calls.
Our biggest use for Lync is internal IM, but itâ€™s also key for our disaster management plans â€“ in the event that the office cannot be reached due to bad weather etc. then staff will remote desktop into the building and use the Lync client for all calls in and out of the building. We would change our call routing so all calls will go straight through the Asterisk box direct to the RGS service on Lync â€“ as these are then Lync Client then the call connect delay is minimal. This is all much easier to handle than achieving the same with our Asterisk box which would require everyone setting up soft Sip clients and all sorts of other tricky bits, not least due to the lack of multi-endpoint registration to a single account.
2) Can you tell me a little about the people who use Skype? Just customers, or maybe partners?
We use Skype to connect primarily to customers, though a few partners as well. Primarily we use it for doing initial web based meetings and demonstrations of our products with new customers. However, we have quite a few customers in India and in East Africa and Skype is ideal for them to save a fortune on international calls!
Because of the relatively high cost of a Lync deployment for small sites, we actually donâ€™t have any active Lync federation with any customers, so Skype is what gets used for â€œfreeâ€ calls to us and vice versa.
3) What kinds of errors do you come up against, user-related or otherwise?
The biggest issues we have are to do with initially getting Skype based contacts into our Lync Contacts List. If you add the user, but they havenâ€™t requested to contact you first, then the Skype user doesnâ€™t always seem to get the Contact Request. If they do, but then discard it by accident then you end up with a real problem as it doesnâ€™t seem that you can re-send the request â€“ even deleting the contact from Lync and trying again doesnâ€™t seem to resend the request.
The opposite is also true â€“ even with your Lync Permissions set to allow anyone to contact request you, some requests just donâ€™t seem to come in from Skype users, and if they do but you accidentally reject it, youâ€™re stuck again. After a lot of removing from both ends and re-trying you sometimes get the requests come through and then you can connect without any problem.
The main issue is that itâ€™s obviously great for IM and voice, but with video not supported, we often end up getting the person to join a straight Lync Web Conference instead. Being honest, most of the time we just go straight to this anyway as it obviously works without any Skype client install so is good for locked down users like education sites, but also means we can do multi-person conferences. Skype can do these, but at a cost!
When we get Video to Skype with the next release of Lync that will be a big improvement, but weâ€™re really comfortable with web meetings now, so not so critical.
4) From your site, you work with radio software. Do you find Skype is more conducive to good-quality recordings? Or is Lync better? How do they compare?
The Skype audio codec is excellent so when we do Skype-Skype it’s always good. However, we have a full broadcast studio here with professional quality microphones and hi-def Microsoft webcams, which means that when we do Lync Web Conferences we always get comments on how amazing the quality is and how clearly the end user can hear us â€“ important when weâ€™re aiming to sell audio equipment and software to them!
We know that a lot of our customers are using Skype for doing Outside Broadcasts to get high quality audio back to the studios, so they obviously like the Silk codec, so when we get to see that in the next release of Lync it will be quite interesting to see how that sounds!
5) Do you use any add-on services for either Skype or Lync?
We use Skype Connect to actually give us â€œreal worldâ€ phone numbers in Eire and the US which are routed directly into our Asterisk phone exchange â€“ this is not ideal as there is quite a connection delay with 2 or 3 rings before Skype forwards the calls on. We have looked at using 3rd parties to provide us real world numbers on TLS streams that could be fed into Lync, but these are expensive and complicated to setup compared to Skype.
We also looked at using WorkAnywhere, but as this is licensed by the number of queues, not by the number of end users, it’s much too expensive to justify.
6) What’s the most common cross-platform communication you do for both systems? Chat, voice calls, conferences?
Chat is easily the biggest â€“ even while typing this email Iâ€™ve handled 3 or 4 Lync IM conversations with people here in the office, and also with a supplier who open federates so we can do nice quick IM checks with them as to how they get on.
For Skype, we primarily use it for voice, but we do do some IM as well.
In terms of sales, we use Lync Web Conferences a lot â€“ these have saved us a huge amount of travelling to show customers (and potential customers) new features and â€œhow-tosâ€ for existing deployments. Weâ€™ve never actually done a Lync to Lync conference as we just donâ€™t seem to have any customers on it! But because the Web client can work for anyone with a modern browser, it’s ideal for use for demos and training sessions.
Some Observations to Add
- It seems that the strongest services for each – IM and Conferencing for Lync, Voice Calls for Skype – are Psquared.net’s focus. They’re using the service which makes the most sense for the communication medium.
- I’ve heard good things about the Sangoma Lync Express Appliance, but never had the chance to work with one. I’ll have to look into it more.
- Curious doubling effect with the Asterisk PBX. Sounds like they have VoIP partially overlapping. Though it does make for an excellent disaster recovery setup!
- Introducing the Silk codec into Lync may in fact be the driver for broader Enterprise Voice adoption.
- The contacts error in #3 seems very similar to the Contact Removal trouble I had a while back: How to Remove Old Federated Contacts from Your Lync Contacts List
Thanks very much Peter! This is excellent insight into Skype/Lync interaction. Again, you’ll find his business at Psquared.net.
Is your Skype/Lync experience different? Have you experienced problems using either Skype or Lync? Please comment or emailâ€¦I’d love to talk about it!