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  • Published:
    April 29, 2013
  • Languages:
    English, Chinese (Simplified), French, German, Japanese, Portuguese (Brazil)
  • Audiences:
    IT professionals
  • Technology:
    Microsoft Lync Server 2013
  • Credit toward certification:
    MCP, Microsoft Specialist

Lync 2013 Depth Support Engineer

This exam has been retired

For currently available options, please see the Microsoft Certification exam list.

Skills measured

This exam measures your ability to accomplish the technical tasks listed below. The percentages indicate the relative weight of each major topic area on the exam. The higher the percentage, the more questions you are likely to see on that content area on the exam. View video tutorials about the variety of question types on Microsoft exams.

Please note that the questions may test on, but will not be limited to, the topics described in the bulleted text.

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Analyze and troubleshoot Enterprise Voice (25-30%)
  • Troubleshoot call setup and tear down
    • Troubleshoot internal phone calls (PC to PC), external phone calls (PC to Public Switched Telephone Network [PSTN]), inbound and outbound routing, network configuration, and internal and external clients
  • Troubleshoot Voice quality issues
    • Analyze Call Detail Recording/ Quality of Experience (CDR/QOE) logs, analyze call flow by using Snooper, and troubleshoot third-party devices, QOS, and network bandwidth
  • Troubleshoot Voice configuration
    • Analyze dial plans (normalization, translation), analyze session management (trunk routing); analyze policies, routes, and usages; and troubleshoot external connectivity (gateways, SBA, PBX, SBC, PSTN) and media bypass
  • Analyze Voice applications
    • Troubleshoot call park, response groups, unassigned numbers, Exchange voicemail, third-party applications, and LIS and E911 implementation
  • Troubleshoot unified communications (UC) devices and peripherals
    • Troubleshoot device update issues, device connectivity issues (LPE + non-LPE), PIN authentication issues, peripherals, and VDI plug-in device pairing
  • Troubleshoot mobile devices
    • Troubleshoot mobile auto-discover issues, mobile device usage issues, mobile callback feature, push notification, call establishment, and mobile conference data
Troubleshoot conferencing and application sharing (20-25%)
  • Troubleshoot AV
    • Troubleshoot multi-party video, conference network bandwidth, server resources, media relay, and third-party interop
  • Troubleshoot dial-in conferencing
    • Troubleshoot Conferencing Auto Application (CAA), Client Access Server (CAS), contact objects, and conference directories
  • Troubleshoot the conference life cycle
    • Troubleshoot web scheduler, multipoint control unit (MCU) health, simple URLs (join launcher), UC add-in for Microsoft Outlook, Lync Web Access (LWA), and content expiry
  • Troubleshoot data
    • Troubleshoot Microsoft PowerPoint presentation connections, WAC server configurations, dataproxy, and WAC topology
  • Analyze and troubleshoot application sharing
    • Troubleshoot network issues, latency, external access, connectivity, and configuration
Troubleshoot IM and Presence (20-25%)
  • Troubleshoot sign-in issues
    • Troubleshoot DNS, certificates, registration, network connectivity, authentication, and auto-discover
  • Troubleshoot Presence
    • Troubleshoot aggregation (OOF, calendar, machine, user), enhanced privacy, subscriptions, contact list, and privacy relationship
  • Troubleshoot federation
    • Troubleshoot XMPP, connectivity, Public IM connectivity (PIC), federation types (open, direct, enhanced), federation policy, and legacy interop
  • Troubleshoot client configuration
    • Troubleshoot file transfer, policy assignment, URL filtering, client version filtering, GPO assignment, and user photo
  • Troubleshoot Address Book
    • Troubleshoot normalization, local versus web lookup, internal file download, external file download, Address Book generation, and contact merge
  • Troubleshoot Persistent Chat
    • Troubleshoot policies and settings, connectivity, Persistent Chat compliance role, migration issues with earlier group chat, and Persistent Chat performance
Troubleshoot infrastructure and tools (20-25%)
  • Troubleshoot high availability and resiliency
    • Perform a cut-over from one Lync pool to another and troubleshoot server storage replication; file share replication by using DFS; single server failure (Lync, SQL); data center failure, including CMS; and branch survivability
  • Identify issues by using troubleshooting tools
    • Identify issues using CLSlogging Scenarios, demonstrate use of Snooper for database analysis, and identify issues using NetMonitor, OCS Logger, Event Viewer, and Performance Monitor
  • Troubleshoot topology and dependent infrastructure
    • Troubleshoot database synchronization issues, including SQL mirroring and LYSS replication, topology replication, IIS, user placement, and role-based access control (RBAC) rights assignment

Who should take this exam?

Candidates for this exam are IT consultants or telecommunications professionals who provide product support services for unified communications solutions. Candidates should be able to translate a support call, resolve the issue, and produce a knowledge base article for future support references.

Candidates should have a minimum of two years of experience with Microsoft Lync technologies and be familiar with various deployments and configurations. Candidates should be proficient in Lync Server 2013 solutions for end users, endpoint devices, telephony, audio/video and web conferences, security, and high availability. Candidates should also know how to monitor and troubleshoot Lync Server 2013 using Microsoft tools and third-party vendor tools.

In addition, candidates should be proficient with Active Directory Domain Services, data networks, and telecommunications standards and components that support the configuration of Lync Server 2013. Candidates should be familiar with the requirements for integrating Lync Server 2013 with Microsoft Exchange Server and Office 365.

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Preparing for an exam

We recommend that you review this exam preparation guide in its entirety and familiarize yourself with the resources on this website before you schedule your exam. See the Microsoft Certification exam overview for information about registration, videos of typical exam question formats, and other preparation resources. For information on exam policies and scoring, see the Microsoft Certification exam policies and FAQs.


This preparation guide is subject to change at any time without prior notice and at the sole discretion of Microsoft. Microsoft exams might include adaptive testing technology and simulation items. Microsoft does not identify the format in which exams are presented. Please use this preparation guide to prepare for the exam, regardless of its format. To help you prepare for this exam, Microsoft recommends that you have hands-on experience with the product and that you use the specified training resources. These training resources do not necessarily cover all topics listed in the "Skills measured" section.