Handsets and Headsets

Each user enabled for Enterprise Voice services with Lync Server 2013 requires 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, but these calls generally don’t sound great and lead to a poor user experience.

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 groups 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 optimized audio devices to end users are distributed, 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.