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Working with the Microsoft Lync Integration

Important: In this documentation, the "Lync Integration" refers to the CIC integration with supported versions of Microsoft Lync or Skype for Business. "Lync" refers to both Microsoft applications and their users. The labels for the Lync Embedded Client and the Lync-enabled Company Directory remain "Lync" even if you are a Skype for Business user.

Requirements: Your organization or company must have the Lync Integration feature license. Your CIC administrator must appropriately configure your user record to enable you to use the embedded Lync client in the CIC client. Finally, you must install Microsoft Lync or Skype for Business on your workstation. Microsoft Lync or Skype for Business must be running at the same time as the CIC client. Contact your CIC administrator if you have questions about these requirements or your user configuration. For more information, see the CIC Integration to Microsoft® Lync™ Server Administrator’s Guide.

Customer Interaction Center supports integration to Microsoft Lync Server 2013 and Skype for Business Server 2015. Both Microsoft Lync and Skype for Business are professional meeting and collaboration applications. Using either Lync Server or Skype for Business Server together with Customer Interaction Center provide a new range of capabilities to users of both systems:

Users who previously used only Lync now have access to all the powerful contact center and IP PBX capabilities of Interaction Center.
The Lync integration provides CIC client users with the instant messaging and video capabilities of Lync, and the functionality available in these platforms.
Call center agents using a CIC client can now view the availability of Lync users who are not Customer Interaction Center users.
In addition to benefiting from the features of each system, users of the integrated systems can realize some more specific functionality.

Additional Call Functionality

Lync users can place calls from the Lync client to a CIC client user or to the PSTN (public switched telephone network). CIC client users can place calls to Lync users. In addition, calls from the PSTN can be directed to Lync users.

CIC client with embedded Lync client

Users who are configured only in Lync Server can use only the Lync interface.

Users who are configured in both Customer Interaction Center and Lync Server can use the Lync functionality embedded in the CIC client. With the embedded Lync client, CIC client users can start an instant message conversation or video chat with a Lync user or share their desktop with a Lync user. Customer Interaction Center handles voice communications, while Lync Server handles video communications.

Lync-enabled Company Directory

The Lync-enabled Company Directory combines CIC client users and Lync-enabled CIC client users in a single directory view. It features a toolbar designed to make it easy to use the Instant Messaging, Share Desktop, and Video chat functions of the Lync Integration.