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Microsoft Lync 2010 Logo

Frequently Asked Questions


UTMB Specific FAQs

   

General FAQs

   


Q. How do I gain access to Lync 2010?

Any person at UTMB possessing a network login (UTMB-USERS-M domain account) already has access. Access is granted automatically the day following the user’s entry in UTMB’s HR system.

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Q. How do I install Lync 2010 software?

  1. Ensure you are connected to the UTMB network. The following software is available for install:
  2. Learn about Lync. To learn more about the features and benefits available with Lync, see the following:

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Q. Can I use Lync 2010 off campus?

Yes. Once you have Lync 2010 installed on your computer it can be used off campus without VPN. Your domain login credentials are all that is needed to connect to Lync 2010 off the UTMB network.

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Q. Are there mobile clients for Lync 2010?

Yes. There are mobile clients that will allow access to Lync 2010. The supported clients are Windows, Android, and IOS devices. The software can be installed from the associated “App” store of the device. The only information needed to logon and run the client is your domain email address and password.

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Q. How do I report issues or give feedback?

If you encounter an issue or have a question that has not been answered on the Lync 2010 website, contact the Service Desk at Galveston (409)772-5200, Houston (281)554-1577, Toll Free (888)898-2401 or ishelp@utmb.edu.

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Q. Is there any cost associated with Lync?

No and Yes. There is no cost unless you have an Enterprise Voice number. Using the most common Lync features are free at UTMB. These features include Instant Messaging, presence, Lync to Lync calls, audio/video sessions, application sharing, attending online meetings, etc.

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Q. What is Enterprise Voice?

Enterprise Voice is an add-on service that is designed to replace your desk phone. It allows you to make calls to any number you presently can from your desk phone. You are assigned a phone number and that phone number follows you everywhere that you are logged into Lync 2010. It is also possible to configure Enterprise Voice to ring a secondary number (e.g.: cell phone) at the same time.

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Q. What is the cost of Enterprise Voice?

There is a one-time fee of $51.30 and a recurring monthly fee of $29.98.

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Q. How do I get Enterprise Voice?

Open a ticket with the Service Desk at Galveston (409)772-5200, Houston (281)554-1577, Toll Free (888)898-2401 or ishelp@utmb.edu and request Enterprise Voice Service. Your ticket will be routed to Voice Services for activation.

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Q. How do I set up my audio and video devices?

Configuring audio and video devices in Microsoft Lync 2010 is easier than ever before. First, make sure you are using an approved audio or video device. Provide link to supported devices page. To get started, follow the instructions provided with the device. Be sure to plug your device in to a USB port on your computer (we recommend bypassing docking stations). Allow a minute to automatically install any required drivers.

To check audio quality

  1. In the Lync main window, click the audio device menu in the lower left corner, and then click Audio Device Settings.
  2. Under Audio Device, in the Select the device you want to use for audio calls list, select your USB device.
  3. Under Customize your device, next to both Speaker and Ringer, click the green play button, and make sure you hear a sound. Then speak into your USB device, and make sure the Microphone indicator bar shows activity.
  4. Click Check Call Quality to test your audio quality.

To check video quality

  1. In the Lync main window, click the Options button in the upper right corner, and then click Video Device.
  2. Under Video Device, in the Select the webcam you want to use for video calls list, select your webcam.
  3. Verify that your video shows correctly.
  4. Click OK.

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Q. How do I select which USB device to use as my primary device?

Lync 2010 allows you to easily select which device you want to use as your primary device. You no longer have to wonder which device an incoming call will go to. The primary device you select in Lync will be the same device for meetings and conference calls.

To select your primary audio device

  1. Make sure you are using an approved audio device, and connect it to a USB port on your computer. For best results, do not connect the device to a docking station.
  2. In the Lync main window, click the audio device menu in the lower left corner.
  3. From the device menu, select the device that you want to set as your primary device.

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Q. How do I switch between USB devices?

Lync allows you to quickly switch to a different USB audio device during a call.

To change the audio device for a call

  1. In the conversation window, click the Change the audio device for this call icon.
  2. From the list of connected USB devices, select the device that you want to switch to.

Your call audio is automatically transferred to the device you selected without interrupting the call.

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Managing Contacts

Q. What is the Frequent Contacts group in my Lync 2010 Contacts list?

The Frequent Contacts group in your Microsoft Lync 2010 Contacts list is automatically populated with your manager and direct reports by default. It also includes the people that you have interacted with recently, so you can quickly find them. The people shown in this group change as the people you contact change and based on your communication patterns. You cannot modify this list, but you can pin contacts to the top of the list (for details, see the next question).

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Q. Can I designate people in my Contacts list as important or favorites?

Yes, you can pin contacts to your Frequent Contacts group in your Contacts list. Pinned contacts appear above the dotted line in your Frequent Contacts group and remain there until you choose to unpin (remove) them.

To pin a contact to Frequent Contacts

  1. In the Lync main window, right-click a contact.
  2. In the menu, click Pin to Frequent Contacts.

    Note: To remove someone from your Frequent Contacts group, right-click the contact, and then click Unpin from Frequent Contacts. Unpinning does not delete the person from your Contacts list. It only removes them from the pinned area in Frequent Contacts.

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Q. How do I create a new group in my Contacts List?

To create a new contact group, in the Lync main window, right-click the title bar of an existing group, click Create New Group, and then type a name for your new group.

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Q. What is the Activity Feeds section in Lync 2010 used for?

The Activity Feeds icon in the Lync main window displays out-of-office messages and any custom notes that your contacts add to their Lync 2010 profile.

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Using Lync 2010 as a Phone with Enterprise Voice

Q. How do I set up and check my voice mail from Lync 2010?

The Phone view in the Lync main window allows you to set up and modify your voice mail settings. It also allows you to listen to your voice mail messages and immediately return the call if you choose.

To listen to and manage voice mail

  1. In the Lync main window, click the Phone icon.
  2. Do any of the following:
    • To listen to a voice mail message, in the lower part of the screen, click the message, and then click the green play button.
    • To return the call, click the Call button next to the message.
    • To configure voice mail settings, click the voice mail options button, and then click Set Up Voice Mail.

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Q. How do I place a call to an external phone number by using Lync 2010?

Microsoft Lync 2010 users can use Lync 2010 to call other Lync users. However, to place a call to an external phone number, you must be enabled for Enterprise Voice.

To make a call to an external number

  • In the Lync main window, do one of the following:
    • In the search box, type the external phone number with area code, click the phone number in the search results, and then click Call.
    • Click the Phone icon, and then, on the dial pad, click the numbers of the external phone number, starting with the area code.

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Q. How do I configure incoming calls to ring on my computer speakers when I have a USB device connected?

Lync allows you to have incoming calls ring on both your USB audio device and your Windows default playback device. To configure your calls to ring on computer speakers and still have your call audio route through your USB audio device, complete the following steps.

To have incoming calls ring on your computer

  1. In the Lync main window, click Tools, and then click Audio Device Settings.
  2. In the Lync - Options dialog box, click Ringtones and Sounds, and then click the Sound Settings button.
  3. In the Sound dialog box, click the Playback tab.
  4. On the Playback tab, right-click Speakers, and then click Set as Default Device.
  5. Right-click your USB audio device, and then click Set as Default Communication Device.
  6. Click OK.
  7. In the Lync - Options dialog box, click Audio Device.
  8. Under Audio Device, in the Select the device you want to use for audio calls list, verify that your USB audio device appears.
  9. Under Secondary ringer, select the Also ring check box, and then select Speakers from the drop-down list.
  10. Click OK.

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Q. Can I merge calls in Lync 2010?

To merge two separate calls

  1. Place the first call on hold.
  2. Place a second call to a third person and tell that person you will be transferring him or her to someone else.
  3. In the second call window, click the Transfer button.
  4. In the Transfer menu, click Current Conversations, and then click the first call in the Conversations list.

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Using Lync 2010 with Office Outlook

Q. Lync 2010 added contacts to the default Contacts folder in Outlook. How do I resolve problems caused by this?

By default, Microsoft Lync 2010 adds Lync 2010 contacts to the Microsoft Outlook default Contacts folder. If this creates duplicate contacts in Outlook or interferes with any rules you have set up based on information in your Outlook Contacts folder, you can resolve this issue by turning off the synchronization feature and deleting any duplicate contacts.

To turn off the contacts synchronization feature

  1. In the Lync main window, click the Options button in the upper-right corner.
  2. In the Lync - Options dialog box, click Personal.
  3. Clear the Save my Lync contacts in my personal contacts folder on the Exchange server check box.

    Note: You must manually delete the duplicate contacts from Outlook, but after doing so, they will not be added to your Outlook Contacts folder again. For details about how to delete duplicate contacts, see the next question.

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Q. How do I delete duplicate contacts that Lync 2010 added to my Outlook Contacts?

By default, Lync adds contacts to the Outlook contacts default folder, but you can disable this synchronization feature as described in the previous question. After you disable the feature, delete the duplicate contacts from your Outlook Contacts view.

  • Note: Unless you disable the synchronization feature before completing these steps, Lync will add contacts to Outlook again later.

To delete duplicate contacts in Outlook

  1. In Outlook, in the left pane, click Contacts.
  2. In the Current View section of the Office ribbon, click the Phone icon.
  3. Right-click the column headers, and then click View Settings.
  4. Click the Columns button.
  5. In the Available Columns pane, click Modified, and then click Add.
  6. Click OK.
  7. Click the Modified column header to sort by ascending or descending order (so you can group the contacts to delete).
  8. Click the first contact that you want to delete.
  9. Scroll down to the last contact you want to delete.
  10. Press Shift, and then click the last contact you want to delete (to select them all).
  11. Press Delete.

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Q. Why does searching in Lync 2010 return multiple duplicate results?

When using the search feature in Lync, the results are retrieved from the Global Address List (GAL) as well as your Outlook Contacts folder. Because Lync adds contacts to your Outlook Contacts folder, this causes search to return multiple duplicate results for the same person: one result from the GAL and one from Outlook.

To turn off the contacts synchronization feature

  1. In the Lync main window, click the Options button in the upper-right corner.
  2. In the Lync - Options dialog box, click Personal.
  3. Clear the Save my Lync contacts in my personal contacts folder on the Exchange server check box.

    Note: You must manually delete the duplicate contacts from Outlook, but after doing so, they will not be added to your Outlook Contacts folder again. For details about how to delete duplicate contacts, see the previous question.

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Scheduling Meetings

Q. How do I schedule an online meeting?

The easiest way to schedule an online meeting is in Outlook.

To schedule a Lync meeting from Outlook

  1. Open your Outlook Calendar.
  2. Create a new meeting request for the date and time that you want.
  3. On the meeting request ribbon, click the online meeting option.

This step populates the body of the meeting request with the information you are familiar with: a link for joining the meeting online and dial-in information for participants who want to join by phone.

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Inviting People to Meetings

Q. Can someone who is not using Lync 2010 join my Lync 2010 meeting?

Yes, people outside of your organization and people not using Microsoft Lync 2010 can join online meetings scheduled with Lync 2010. When non-Lync participants click the link in your meeting request to join the meeting, they see a webpage with links for the following two join methods:

  • Note: If the participant has already installed Microsoft Lync 2010 Attendee, they will be automatically connected to your meeting and will not see the following screen options.
  • Join the meeting using your web browser: Selecting this option will allow participants to join your meeting by using Microsoft Lync Web App. They will be connected through the Internet and will not be asked to install any software. After Lync Web App opens, your participants will have the option to join as a guest (unauthenticated) or enter their network credentials (authenticated). After they connect to the meeting, they will need to dial in to the audio portion of the meeting by using the phone number and meeting ID provided in the meeting request.
  • Download and install Lync Attendee: Selecting this option will install Lync 2010 Attendee on your participant's machine. It will take a few minutes for the software to install, but they will need to do this only once. After Lync 2010 Attendee is installed, the participant will be immediately connected to any of your meetings when they click the link in your meeting request.

    Important: External participants must select the Lync 2010 Attendee option to join your meeting.

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Q. What is Lync 2010 Attendee?

Lync 2010 Attendee is software that allows people who are not running Lync to fully participate in the new online meetings scheduled by Lync users. With Lync 2010 Attendee, participants will be able to send and receive video, view presentations and shared programs, take part in whiteboard sessions, and so on. Without Lync 2010 Attendee, Microsoft Office Communicator 2007 R2 will have access to most functionality but not all. To install Lync 2010 Attendee, see Microsoft Lync 2010 Attendee - User Level Install at http://go.microsoft.com/fwlink/?LinkID=216806.

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Q. What do other people see when they join my online meeting?

The meeting experience varies depending on whether your participants are running Lync, Office Communicator 2007 R2, Lync 2010 Attendee, or Lync Web App.

Users running Communicator 2007 R2 who want to experience all the available Lync features (polling, whiteboards, and so on) should install Lync 2010 Attendee. Participants running Communicator 2007 R2 who join an online meeting without installing Lync 2010 Attendee will:

  • See shared desktops and programs and be able to request control.
  • Not see whiteboards, polls, shared attachments, or uploaded Microsoft PowerPoint presentation.
  • Join the meeting unmuted.

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Managing Meetings

Q. What are the touch-tone controls for dial-in conferencing?

The following touch-tone controls are available for dial-in conferences and online meetings when you dial in from a standard phone, rather than connecting by using Microsoft Lync 2010. These controls can also be found at the bottom of the Dial-in Conferencing Settings and PIN Management page.

Table 1. In-meeting touch tone controls

ControlFeature
*6Mute or unmute your microphone
*4Mute all other participants
*7Lock or unlock the meeting
*9Enable or disable announcements for participants entering and exiting the conference
*3Privately play the name of each participant in the meeting
*1Play a description of the available DTMF commands
*8Admit all participants currently in the lobby to the meeting

The controls in the preceding table may differ based on the configuration of the meeting organizer's site. To ensure accuracy, please click the Find a local number link in the meeting request for your meeting.

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Q. Why is the option to record missing in Lync 2010 meetings?

Please verify this information for your organization. The recording feature allows you to record meetings only when all of the participants are using Lync 2010. If someone who is not using Lync joins the meeting, the recording feature will not be available because that person will not receive any recording indicator.

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Q. Do I have to be enabled for Enterprise Voice to use the Call Me At feature to join meetings?

Yes, the Call Me At option in the Join Meeting Audio dialog box works only if you are enabled for Enterprise Voice because the system uses the Enterprise Voice platform to place the call to the number you enter. If you are not enabled for Enterprise Voice and enter a phone number into the Call Me At box to join the meeting, you will see a message stating "Conference does not permit unauthenticated users to join from or dial out to another device."

To work around this issue, internal participants who are not enabled for Enterprise Voice should select the Use Lync option in the Join Meeting Audio dialog box. External participants should install Microsoft Lync 2010 Attendee, and then select the Use Lync Attendee option instead.

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Q. Which phone number should I use to dial into an online meeting?

The best method for connecting to an online meeting is to use Lync with an approved audio device. If you have to dial in manually, we recommend that you use the local dial-in numbers when possible.

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