1. Microsoft Office Communicator 2007 R2 IT Global Helpdesk Training

2. Course Overview Course DescriptionOffice Communicator 2007 R2 AudienceHelp Desk Technician PrerequisiteUnderstanding of Microsoft® Office Communicator 2007 R2 software Estimated Length30 min

3. Learning Objectives At the end of this training you will be able to: 1.Know how to determine the difference between Microsoft Office Communicator (OC) 2007 and Office Communicator 2007 R2 (OCR2). 2.Describe how to share your desktop via OCR2 with someone else without using Microsoft® Office Live Meeting 2007.

4. Agenda 1.Product Information 2.What’s New / What’s Changed 3.Setup and Configuration 4.Product Components 5.Basic Troubleshooting 6.Common Issues 7.Taxonomy 8.Escalation Information 9.Additional Resources 10.List of Acronyms 11.Training Forum 12.Register Your Training

5. Product Information Office Communications Server 2007 R2 is a revision update to the existing Office Communications Server 2007. With this update there are some new features coming, training for which will be provided in more detail by feature to ensure a clearer picture on what changes have been made.

6. Product Information - Timeline Product Rollout Timeline – Provide timeline in your environment Provide release dates Show how you plan to provide support We will be looking to have Helpdesk assist in the support of release in.

7. What’s New / What’s Changed New Features Include Resources: http://www.microsoft.com/communicationsserver/en/us/whats-new.aspx;http://www.microsoft.com/communicationsserver/en/us/whats-new.aspx http://edge.technet.com/Media/Whats-New-in-Office-Communicator-Communicator-Web- Access-and-Devices-with-OCS-2007-R2/http://edge.technet.com/Media/Whats-New-in-Office-Communicator-Communicator-Web- Access-and-Devices-with-OCS-2007-R2/ –Desktop sharing from Microsoft® Office Communicator. –Remotely control phone functions of a UC desk phone (answer, hang up, hold, dial). –PIN-based audio conferencing (bridge Enterprise Voice calls w/ PSTN calls (e.g., mobile, home, etc.). –Office Communicator Web Access (CWA) now supports audio, anonymous access to support conferencing solutions. Users will be able to arrange meetings which include a link that outside users can click on to join a VoIP conference call via CWA. (Provide your internal cwa link) –IT can push out updates to Office Communicator via a Communicator advertisement rather than asking users to upgrade on their software via e-mail. User will need to click on “Upgrade Now” when right-clicking on the Communicator icon in the system tray. –New client called Microsoft Office Communication Server 2007 R2 Attendent (not covered here) provides users the ability to delegate phone calls to someone else for situations where an admin answers phone calls for a person they support (e.g., GM, Director, CVP). Changed –Communicator calls to connect more quickly. –UC desk phones to have louder speaker phones. –UC desk phones get a “Redial” soft key on the display, even when the phone is locked. –UC desk phone users can select between four different ringer tones.

8. OCS 2007 R2 Communicator Client Version Information Same look and feel as OC 2007 Office Communicator 2007 R2 –Version information UC desk phone software updates

9. Setup and Configuration No changes to setup and configuration from existing 2007 clients. New OCR2 client feature allows for Communicator to be updated semi- automatically. –User will get a Microsoft® Windows® Info Balloon popup at the bottom of the screen stating that a new version of Communicator is available and to click to run the install. –Users that don’t act upon the balloon can right-click on the Communicator icon in the task tray and select “Install Updates” to manually upgrade their client. Right-Click ViewWindows Info Balloon Advertisement View

10. How to Create a Desktop Sharing Session via Communicator 2007 R2 Desktop sharing Start with an IM session. Click on Desktop sharing icon, followed by “Share Desktop”. Control box will show in top center of the user’s screen. Clicking the icon will allow the initiator to allow the remote party to take control of their screen. Clicking it again will take back the control from the remote party. Clicking the will close down the sharing session but leave the IM session active.

11. Basic Troubleshooting Collect Communicator log files for analysis for the escalation template: Quit Communicator. Open the Task Manager, and confirm Communicator.exe is not a running process. Go to: %userprofile%\tracing Delete all log files or move them to another folder. Restart Communicator, and reproduce the problem. Copy the newly created logs to another folder. Zip the log files into a single file. It can have any name, but one with a format such as 050706_Client_LCAPI.zip (example) is preferred.

12. Common Issues Issue: TBD Possible Cause: T/S Considerations:

13. Taxonomy - Communicator 2007 R2 Use the following taxonomy when coding related service requests (You may have your own taxonomy, insert here): Service: Product: Communicator 2007 R2 Contact Reasons: (New) Desktop Sharing Failure (New) Client Update Failure (New) Audio Conference Failure Authentication Error File Transfer Failure Help Install/Uninstall IM Conversation Failure Live Meeting Add-in Failure Outlook Integration Error PC to PC Audio Failure PC to Phone Audio Failure Phone Integration Failure Presence Status Issue RoundTable Device Failure Video Failure

14. Escalation Information Communicator 2007 R2 is fully supported –Primus Article: ms106689 “Communicator 3.0: Support parameters and escalation information” Escalation Templates: –Communicator Troubleshooting Primary Escalation Path: –Group: –Subgroup:

15. Additional Resources Leverage user education resources for self- help training

16. List of Acronyms PSTN – Public Switched Telephone Network OCR2 – Office Communicator 2007 R2 (3.0.xxxx.x) software client OCS – Office Communications Server OC – Office Communicator (R2 or 2007) RTM – Release to Manufacturing RC – Release Candidate (RC, RC1) Tanjay – UC desk phone Enterprise Voice – new name for UC Telephony

17. Learning Objectives You now know how to: 1.Differentiate the 2007 OC client from the OC 2007 R2 2.How to do a desktop sharing session

18. Training Forum Get your questions answered! All new training will have a discussion board (i.e., Training Forum). Post your questions, and we’ll post the answers. Training Forums will remain posted until about one month after release. All discussion boards are listed at:

19. Register Your Training You have completed this training. Please Click here to register your training and complete the required survey.

20. Document Control Version Date Approved File Name File Location Document Owner Status Expiration Date

21. Document Change Management RevisionDate Sections ChangedUpdated By Summary of Changes

22. This material is provided for your informational purposes only. Microsoft makes no warranties, express or implied. ©2009 Microsoft Corporation.