Network overview and protocol flows

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Following are the possible ways to set up the CIC and Lync integration and the protocol flows.

Endpoint media options

The following table lists the endpoint media options that are available on the same servers at the same time.

Note: The CIC integration to Microsoft Lync supports Lync-certified third-party endpoint devices.

User type	User interface/call control	Phone options	Usage
CIC User	CIC client	CIC hard phone CIC soft phone	Typical CIC user
Lync User	Lync client	Lync hard phone Lync soft phone	Typical Lync user
Lync-enabled CIC user	CIC client	Lync hard phone Lync soft phone These phones are configured as CIC stations.	CIC user (usually a call center agent) in the Lync environment
Lync-enabled CIC user	CIC client with Lync plug-in	Lync hard phone Lync soft phone These phones are configured as CIC stations. The Lync client is required for the auto off-hook feature to work.	CIC User (usually a call center agent) in the Lync environment
Lync-enabled CIC user	Lync client	Lync hard phone Lync soft phone These phones are configured as CIC stations. Auto off-hook is not supported.	Future release
Lync-enabled CIC user	Lync client	CIC hard phone CIC soft phone	RCC

The following diagram shows the components for an on-premises customer solution.

The following diagram shows the components for a PureConnect Cloud solution (local control model).

The following diagram shows the components for a PureConnect cloud solution (remote control model).

This diagram shows the inbound call flow where all inbound calls are initially routed to a SIP proxy.

This diagram shows the inbound call flow where all inbound calls are initially routed to the CIC server.

This diagram shows the inbound call flow where all inbound calls are initially routed to Lync.

This diagram shows the inbound call flow where inbound ACD calls are routed to a Lync endpoint that is configured as a CIC station.