Microsoft Lync 2013 Depth Support Engineer

Session Detail:    Classroom 5 Day

This five-day instructor-led class takes support engineers beyond design and deployment to troubleshooting Microsoft Lync Server 2013. You will review Lync Server architecture from the perspective of a Depth Support Engineer in order to support customers with Lync Server service issues. The course provides a toolkit for the Depth Support Engineer, which includes Microsoft and third-party tools available for troubleshooting Lync Server. You will use a variety of these tools and resources to troubleshoot real-world scenarios related to Enterprise Voice, conferencing, application sharing, IM, and Presence. As part of the hands-on labs, you will derive, articulate, and implement solutions to trouble tickets for common Lync Server issues and practice walking a typical customer through a solution. This course can assist you in preparation for Exam 74-338: Lync 2013 Depth Support Engineer.


  • Attended Core Solutions of Microsoft Lync Server 2013 (20336) and Enterprise Voice and Online Services with Microsoft Lync Server 2013 (20337)
  • Core Solutions of Microsoft Lync Server 2013 (exam 70-336) and Enterprise Voice & Online Services with Microsoft Lync Server 2013 (exam 70-337) certifications
  • Proficiency in Active Directory Domain Services, Windows Server, data networks, Microsoft Exchange Server, and telecommunication standards that support Lync Server 2013 configurations
  • Knowledge of UC endpoints, including Lync 2013 clients and Lync Phone Edition
  • Knowledge of SQL Server
  • Knowledge of VoIP technologies including SIP
  • Knowledge of formal troubleshooting methodology
  • Knowledge of DNS, PKI and Digital Certificates
  • A minimum two years experience with Microsoft Lync technologies and various deployment and configurations

Who Can Benefit

IT support consultants and telecommunication support professionals who provide support services for unified communication solutions.
Support professionals who want to attain the troubleshooting skills required to become a Depth Support Engineer.
Helpdesk personnel and administrators who support a Lync Server 2013 environment and wish to deepen their knowledge and improve their troubleshooting skills.

Session Outline

Class Outline

Module 1: Reviewing Lync Server 2013 Architecture

  • Lesson 1: Lync Server 2013 Architecture Dependencies
  • Lesson 2: Microsoft Supported Architectures
  • Lesson 3: Name Resolution and Certificates
  • Lesson 4: Database Management and SQL High Availability
  • Lesson 5: Advanced Role Based Access Control Assignment

After completing this module, students will be able to:

  • Troubleshoot the installation process
  • Identify deviations from supported architectures
  • Troubleshoot advanced enterprise DNS issues
  • Analyze and troubleshoot certificate issues
  • Troubleshoot SQL database issues
  • Analyze the state of an SQL mirror and perform failover and failback

Module 2: Developing a Depth Support Toolkit

  • Lesson 1: Logging
  • Lesson 2: Network and Media Traffic Analysis
  • Lesson 3: Lync Server Control Panel
  • Lesson 4: Lync Server 2013 Resource Kit and Debugging Tools
  • Lesson 5: Built-in Server Tools
  • Lesson 6: SIP Primer

After completing this module, students will be able to:

  • Use the built-in logging tools for Lync Server 2013, including Centralized Logging Service
  • Identify the correct CLS scenario related to a problem
  • Analyze logging data using Snooper
  • Analyze and evaluate network traffic using Microsoft Network Monitor
  • Troubleshoot failing media establishment between endpoints
  • Identify tools included with Lync Server 2013 Resource Kit and Lync 2013 Debugging Tools
  • Analyze Lync Server 2013 and Lync 2013 event logs
  • Identify problems using Event Viewer

Module 3: Troubleshooting Client Authentication, Persistent Chat, and Presence

  • Lesson 1: Client Issues
  • Lesson 2: Persistent Chat
  • Lesson 3: Presence and Address Book Issues
  • Lesson 4: Archiving Issues
  • Lesson 5: VDI Issues

After completing this module, students will be able to:

  • Troubleshoot sign in and client authentication
  • Troubleshoot client policy
  • Troubleshoot Persistent Chat clients and services
  • Resolve unexpected presence states and Address Book issues
  • Understand and troubleshoot the VDI plugin

Module 4: Troubleshooting Remote Connectivity

  • Lesson 1: Edge Remote Connectivity
  • Lesson 2: Federation
  • Lesson 3: Reverse Proxy
  • Lesson 4: Mobile Devices
  • Lesson 5: Port Configuration
  • Lesson 6: Remote Connectivity Testing

After completing this module, students will be able to:

  • Troubleshoot Edge configuration and remote connectivity problems
  • Troubleshoot open, direct, and enhanced federation
  • Troubleshoot reverse proxy
  • Troubleshoot mobile device settings
  • Configure and troubleshoot firewall port issues
  • Describe and use remote connectivity tools

Module 5: Troubleshooting Conferencing

  • Lesson 1: Core Conferencing Modalities
  • Lesson 2: Configuration of Office Web Apps Server
  • Lesson 3: Conferencing Life Cycle
  • Lesson 4: Conferencing Data
  • Lesson 5: Lync Room System

After completing this module, students will be able to:

  • Describe core conferencing modalities
  • Troubleshoot Office Web Apps issues
  • Troubleshoot application sharing issues
  • Analyze bandwidth requirements
  • Describe Lync Room System and potential issues

Module 6: Troubleshooting Enterprise Voice Configuration Issues

  • Lesson 1: Enterprise Voice Configuration
  • Lesson 2: Call Setup and Teardown
  • Lesson 3: Connection to External Telephony Systems

After completing this module, students will be able to:

  • Troubleshoot Voice configuration
  • Troubleshoot call setup and teardown
  • Troubleshoot gateway and trunk configurations, including PBX integration and PSTN

Module 7: Analyzing and Troubleshooting Enterprise Voice Call Quality


  • Lesson 1: Voice Quality Issues
  • Lesson 2: UC Devices and Peripherals

After completing this module, students will be able to:

  • Troubleshoot Voice quality issues
  • Identify key thresholds for call quality
  • Troubleshoot CAC policy misconfigurations
  • Troubleshoot QoS misconfigurations
  • Troubleshoot UC devices and peripherals
  • Configure SCOM to work with Lync Server


Module 8:  Analyzing and Troubleshooting Enterprise Voice Applications

  • Lesson 1: Call Park Service
  • Lesson 2: Troubleshooting Response Groups
  • Lesson 3: Announcement Service

After completing this module, students will be able to:

  • Describe supported configurations for Call Park Service
  • Troubleshoot Response Group issues
  • Configure Announcement Service and unassigned numbers

Module 9: Troubleshooting High Availability, Disaster Recovery, and Voice Resiliency

  • Lesson 1: Supported Lync Server 2013 High Availability Configurations
  • Lesson 2: Load Balancing Web Services
  • Lesson 3: Setting Appropriate Disaster Recovery Expectations

After completing this module, students will be able to:

  • Identify supported HA and DR topologies
  • Describe supported topology for HLB
  • Troubleshoot HLB configurations

Module 10: Troubleshooting Exchange and SharePoint Integration

  • Lesson 1: Exchange 2013 Unified Messaging
  • Lesson 2: Unified Contacts Store
  • Lesson 3: Archiving and Compliance
  • Lesson 4: SharePoint 2013 Site Mailboxes
  • Lesson 5: SharePoint 2013 eDiscovery

After completing this module, students will be able to:

  • Identify Exchange UM problems
  • Troubleshoot integration issues with Exchange
  • Troubleshoot integration issues with SharePoint

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Microsoft Lync 2013 Depth Support Engineer

5 Day


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