Skype for Business and Lync

Administrator Guides

Note that all support requests and incidents must be raised to Interoute, not direct to Microsoft.

Please click here to be redirected to the Microsoft Technet documentation portal for Skype for Business.

 

User Guides

Client PC requirements for Skype for Business are here

Quick Start guides for Skype for Business clients are here

 

Requests

Interoute does not accept requests direct from end users for this service.

A request from a User1 for information, or advice, or for a Standard Change2 or for Access to a service.  For example for Interoute to change a federation policy on your behalf.

1The User must be a member of your IT (or equivalent) department with an account on Interoute's portal https://myservices.interoute.com .

2Standard Changes are defined in Interoute's UComm Token Based Request Model Datasheet.  Copies are available on request and will have been provided on service handover.

 

To raise a request:

  1. Log into the https://myservices.interoute.com portal.
  2. Navigate to Products -> Tickets -> Requests and select New Request.
  3. Enter the Service ID or Friendly Name of the Skype for Business or Hosted Lync Service for which you are making the request.  If in doubt enter the acronym LYNC and this will list all your Skype for Business and Lync services.  Choose the relevant one and select Add.
  4. Complete the rest of the form picking Lync for the Sub-Type and then the most appropriate Request Type (out of the list below) for the request you are making.  Request Types highlighted ORANGE require you to have agreed to the UComm Token Based Request Model as they incur a charge:

    • Certificate Renewal - A request for a new certificate (provided by you) to be applied by Interoute to the service.
    • Dedicated Engineer Request - A request for a dedicated engineer from Interoute to assist or support you at an agreed time.
    • Maintenance Window Request - A request notifying Interoute of your planned work or maintenance that could affect the availability or quality of the service.
    • Non-User Conferencing - A request for a non-user specific change relating to conferencing.  For example creating a conferencing policy.
    • Non-User Fed/ExternalAPI - A request for a non-user specific change relating to Federation, External access or API.  For example changing an external access policy.
    • Non-User IM and Presence - A request for a non-user specific change relating to Instant Messaging or Presence.  For example changing a URL filter.
    • Non-User Informational - A request for information regarding something that is not specific to an individual user.
    • Non-User Monitoring/Archiving - (Only applicable for customers with the Monitoring and/or Archiving module) A request for a non-user specific change relating to Monitoring or Archiving.  For example changing a call detail recording policy.
    • Non-User Network Configuration - A request for a non-user specific change relating to Network Configuration within Skype for Business or Lync.  For example assigning subnets to sites.
    • Non-User Persistent Chat - (Only applicable for customers with the Persistent Chat module) A request for a non-user specific change relating to Persistent Chat.  For example changing a persistent chat policy.
    • Non-User Resource Forest - (Only applicable for customers with a Resource Forest) A request for a non-user specific change relating to Resource Forest.  For example changing a sync schedule.
    • Non-User Response Groups - A request for a non-user specific change relating to Response Groups.  For example changing a group. 
    • Non-User Security - A request for a non-user specific change relating to Security settings within Skype for Business or Lync.  For exmaple changing a PIN policy.
    • Non-User Software Update - A request for a specific Software Update to be applied to the service. Excludes major updates. Should the request be for an update to be applied as a matter of urgency then justification must be provided.
    • Non-User Topology Change - A request for a non-user specific change relating to the Topology of Skype for Business or Lync.  For example adding a Survivable Branch Appliance (SBA) to the topology.  For the avoidance of doubt this request type is only for the configuration changes within the topology.
    • Non-User Voice Features - A request for a non-user specific change relating to Voice Features.  For example changing a call park setting.
    • Non-User Voice Routing - A request for a non-user specific change relating to Voice Routing.  For example changing a dial plan setting. 
    • RFO - A request for a Reason For Outage statement, should you have recently been affected by an incident.
    • User specific - A request to perform a user specific move, addition, change or deletion.  For example changing which conferencing policy is assigned to a user.

 

Incidents

An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and your productivity.

To raise an incident:

  1. Log into the https://myservices.interoute.com portal.
  2. Navigate to Products -> Tickets -> Incidents and select New Incident.
  3. Enter the Service ID or Friendly Name of the Skype for Business or Hosted Lync Service for which you are making the request.  If in doubt enter the acronym LYNC and this will list all your Skype for Business and Lync services.  Choose the relevant one and select Add.
  4. Complete the rest of the form picking the most appropriate Incident Type.

Help & Support

If you do not find your answer here, please contact Interoute Support.