INTRODUCTION TO SOF

Speaker: Ben Lee

Company: Modality Systems
Position: Consultant
Who Am I?

 Ben Lee – Lync / SfB Consultant and tech

enthusiast
 I enjoy playing with tech and still find
making calls from a PC a bit like magic
 Member of the MTCC
 I help run the M.UC.UG.UK and NEBytes
user groups
 www.mucuguk.org
 www.nebytes.net
 I can be found in a few places :
 @Bibbleq
 www.bibble-it.com
 I/M: ben.lee@modalitysystems.com
w i
t r
SOF??!
 Skype Operation Framework

 Skype For Business Operations Framework

 SFBOF

 Could have been worse

 Lync Operations Framework Toolkit
BUT SERIOUSLY, WHY SOF?
CONSIDERATIONS
On-Premises O365
Skype for
Business
Skype for
Business Online
Applications Voice Devices Video Infrastructure

Attendant PBX Integration Endpoints LRS / SRS Servers Applications Voice Devices Video Infrastructure

PSTN
Billing Headsets S.Hubs Gateways
connectivity
Attendant Number ports Endpoints LRS / SRS Identity

Reporting Interop Handsets Interop HWLB

Client types Call plans Headsets S.Hubs CCE

Contact Centre Routing Mobile Networking

Recording RPs
Handsets

VDI

Mobile
PKI
ON CLOUD – COMING SOON
Old vs New

Years

Extended
Release
support

Extended
Release
support

Extended
Release
support

• Auto Attendant – Cloud PBX • Meeting migrations

• Call queues – Cloud PBX • Broadcast transcription
• On-premise Exchange – Cloud PBX • Regional meetings
• CCE 1.4 – auto update • Mac client
PROJECT SUCCESS
 Placing user experience at the centre
 Mapping features / functionality against user Users

requirements
 Driving usage & enhancing capabilities Extending Devices

User experience

Interop Clients

Infrastructure
 Skype for
Skype for Business Online
Business

Applications Voice Devices Video Infrastructure

Applications Voice Devices Video Infrastructure

Attendant PBX Integration Endpoints LRS / SRS Servers

Attendant Number ports Endpoints LRS / SRS Identity

PSTN
Billing Headsets S.Hubs Gateways
connectivity

Reporting Interop Handsets Interop HWLB

Client types Call plans Headsets S.Hubs CCE

Contact Centre Routing Mobile Networking Users

Handsets
Recording RPs

Extendin
Devices
VDI g
Mobile

PKI
User
experience

Interop Clients

Infrastructu
re
OK, NO BUT REALLY WHAT'S SOF?
 A framework from Microsoft
 Designed to help you run a successful Skype for Business
Online project
 Note – deploying is not a phase
 Created for partners & customers
 Language aimed at partners
 “Internal” delivery to business for customers

 Broken into
 Series of Phases
 Set of Stages

 “Living” framework
 V2 26/9/2016
BREAKING SOF DOWN
 Phases x 3
 Plan, Deliver, Operate
 Stages x 4
 Envision, Assess, Design, Prepare
 Activities
 e.g. Assess readiness
 Tools / Assets
 Workshop outlines
 e.g. Persona mappings
 Layer 5,6
 Customer – initiatives / outcomes
 Partners – Market offerings
PLAN
 Envision
 Define goals & scope
 Business usage
 Timelines
 Assess
 What is in place now
 Operational status
 Readiness to deploy
 Design
 Solution components
 Operational process
 Adoption strategies
 Prepare
 Remediation work
DELIVER
 Deploy
 Install / configure
 Test
 Enable
 Prepare user objects
 Prepare devices
 Adopt
 Drive usage
 Workshops / training / champions
 Enhance
 “Run cycle”
 Add new workloads
 Challenge earlier assumptions
OPERATE
 Monitor
 Check quality is as expected
 Report
 Review service status
 Support
 Diagnose / triage / resolving issues
 Run
 Usage information
 Feed back into adoption
USING SOF
 http://skypeoperationsframework.com/

 Three SOF versions

 Standard SOF
 “Customer Journey specific”
 Cloud PBX and PSTN Conferencing Get Deployed
 Cloud Migration
SOF ENGAGEMENT WORKFLOW
Cloud Migration workflow Plan

1
Deliver

Envision
Operate
Program Share Discovery Network
Week 1

Setup Call Quality

Presentation Kick Questionnaire Readiness Kick
Dashboard
off Call Duration: 1 – 4 h during call Off
Duration: 1 h Duration: 2 h Duration: 2 h

Questionnaire
Agreement on Have data from
CQD ready sent, agreement on
program customer
scope

Envision
Week 2 (onsite)

Adoption: End Adoption:

Business Use Review Adoption: Execution Create Vision Presenting
Envisioning Architecture User Scenario Client and Device
Cases Discovery Success Plan Planning and Scope Vision and
Kick off Workshop Envisioning Readiness
Workshop Questionnaire Workshop Workshop Document Scope
Duration: 2 -4 h
Duration: 2 h
Duration: 4 -8 h Workshop Duration: 1 h
Workshop Duration: 4 h Duration: 4 h Duration: 2 h
Duration: 4-8 h
Duration: 1 h Duration: 1 h

Objectives/Key Adoption Schedule, RACI, Vision Scope Customer

Technical High-Level Customer
Stakeholders Use Cases vision and Success plan KSI, Risks, all document, executive
discovery Architecture selected clients
documented Defined stakeholders introduced stakeholders Envisioning agreement on
completed defined and devices
defined defined Wrap Up deck the project

Assess - Readiness Assess - Persona

Review the Prepare the Persona Deliver the Create the

Findings Remediation Matrix and review
Discovery Kick-off Call Assessment Phase Persona Persona Analysis
Week 3

Presentation Status Call the Persona

Questionnaire Duration: 2 h Duration: 16 h
Duration: 2 h Duration: 1 h Workshop Workshop Report
Duration: 2 h Duration: 4 h Duration: 4 h Duration: 4 h

Objectives/ Migration
Readiness Readiness Findings presented, Personas identified
Activities Status reviewed Delivery prepared recommendations
discovery started evaluated next steps agreed and aligned
communicated made
9 week process

Assess - Health Assess - Network

Week 4 (onsite)

Review Baseline
Execute Health Review Analyze Health Health assessment Network
Health Check Kick Findings Readiness
Assessment Operational Assessment result and
Off call Consolidation remediation next Workshop
Duration: 4 h
Toolset Health Guidance toolset result Duration: 16 h
Duration: 16 h Duration: 16 h Duration: 24 h steps Duration: 40 h
Duration: 2 h

Present Health Operational health Findings presented, Network design,

Health parameters Findings readiness,
Check flow, agree parameters Issues identified remediation steps
captured aggregated remediation plan
on deliverables captured defined and agreed

Design Adopt

Cloud PBX & PSTN Cloud PBX Complete

Complete
Conferencing Design Architecture, Client Design
Deployment Adoption
Week 5

Architecture Coexistence and Workshop

Business
Workshop Migration Workshop Duration: 12 h
Templates Documents
Duration: 4 h Duration: 4 h Duration: 4 h Duration: 4 h

Coexistence and
Cloud PBX Deployment
Migration Client migration Adoption Stragegy
Architectural templates
Architectural designed Defined
Specification comleted
Specification

Prepare Deploy (onsite)

Tailor Tailor Delivery

Network Site Migration Deploy the
Deployment and Test
Week 6

Preparation Planning solution

Checklists Guidance Duration: 4-8 h Duration: 4-8 h Duration: 16 h
Duration: 4-8 h Duration: 2 h

Server/Service
Network, Firewalls, Migration plan
Preparation Test Plan Solution Deployed
QoS configuration defined
checklist ready

Deploy (onsite) Enable Adopt

Update Prepare scripts to

Run UAT/Tests Update CQD Pilot Planning
Week 7

Duration: 8-16 h Configuration Duration: 4 h migrate end users Duration: 4 h

Duration: 8-16 h Duration: 8 h

End users chosen,

Solution Tested Solution stabilized IP Subnets Defined Scripts are ready
pilot plan ready

Adopt Run Enable

Training Awareness Educate IT Pro on Review Pilot

managing, Execute Pilot/End
Awareness Campaign Train Champions Process and
Week 8

troubleshooting and Users Training

Material Review Broadcast Duration: 8 h monitoring the solution Duration: 1 h
Adapt
Duration: 2 h Duration: 4 h Duration: 8 h Duration: 1 h

Modify pilot
Broadcast Operational team
Materials Ready Champions ready End Users trained process/solution
delivered ready for day 1
based on feedback

Enable/Adopt Run/Monitor/Report

Customer continue Daily operations,

Ongoing

to enable users, monthly status

adoption review

Users Enabled Solution managed

SOF SEEMS COMPLICATED, WHAT'S THE
VALUE?
 Project size & scale
 Helps provide a framework to capture all the relevant information
 “incorporating practical guidance, tools, assets and recommended practices”

 SOF can be all encompassing, i.e. one “SOF Project” for your deployment, mini-SOF
for features
 Start with CloudPBX
SOF ASSETS
 Workshops
 Questionnaires
 Reports
 Scripts
 Tests
 Checklists
 Project plans
 Templates
NETWORK ASSESSMENT
OTHER BITS
SOF MAP
 \sofOffers-All\2-Get Deployed\1 - Plan\1 - Envision the Solution
 Information gathering scripts
 \sofOffers-All\2-Get Deployed\1 - Plan\2 - Assess Overall Readiness
 Info gathering tick sheets
 \sofOffers-All\2-Get Deployed\1 - Plan\3 - Determine Network Readiness
 Express route guidance
 Gather Network information
 Basic assessment tool
 O365 workloads
 \sofOffers-All\2-Get Deployed\1 - Plan\4 - Design the Solution
 Cloud PBX information
SOF MAP
 \sofOffers-All\2-Get Deployed\2 - Deliver\1 - Deploy, Migrate and Roll Out
 Phone guidance
 QoS / VPN information
 \sofOffers-All\5-Deliver\Enable Users at Scale
 User enablement scripts
 \sofOffers-All\2-Get Deployed\3 - Operate\2 - Proactively Monitor the solution
 CQD usage information
 \sofOffers-All\4-Plan\Design the Solution
 Client type information
SUMMARY
 SOF is an evolving framework
 Resources updated as features added
 MAC SfB client
 Partners
 “SOF Trained”
 “SOF Certified”
 SOF Tools partner
 https://www.skypeoperationsframework.com/Academy
 Take what you need from SOF
 Save some effort
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