Handsets and Headsets

Each user enabled for Enterprise Voice services with Lync Server 2010 require an optimized audio device to ensure a good end-user experience. Enabling Enterprise Voice for users enables them to begin placing and receiving calls using the built-in speakers and microphone. However, these calls do not sound good for either party involved.

Using an optimized device enhances the user experience by ensuring that echo and background noise are reduced to a minimum. Many headset and handset options exist for an organization and it is likely that many different devices will be selected. Organizations might standardize on a few specific models, but different levels of users might require different feature sets. For example, users primarily in the office and not making many calls generally prefer a stationary handset, whereas customer service representatives on the phone all day might prefer a hands-free headset. Remote or mobile workers also tend to prefer headset devices, which are more portable and enable them to use a high-quality device regardless of location.

After distributing optimized audio devices to end users, it is important to provide end-user training for how to use these devices effectively. Because most users new to Enterprise Voice are not familiar with these devices, training should include a discussion of the functionality and flexibility available with voice services.