Lync Integration Status Synchronization

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: See Working with the Microsoft Lync Integration for feature license and user rights requirements.

You can specify your status in the CIC client. Customer Interaction Center uses status information to determine if you are available to participate in chat or to pick up a call or other interaction. You can specify a presence state in Lync. Lync Server uses presence information to indicate if you are available to participate in an instant message conversation.

If you are a Lync-enabled CIC client user, you can use either the CIC client or Lync to indicate your availability. If your CIC administrator has configured Lync Integration Status Synchronization, status or presence changes made in one of these applications are mirrored in the other.

Synchronization Configuration Profiles

Synchronization Configuration Profiles determine how CIC status and Lync presence state are synchronized. A profile is a collection of status synchronization mappings from CIC to Lync and from Lync to CIC. The Lync Integration includes three default synchronization profiles. Your CIC administrator can also create custom profiles or modify the mappings in the default profiles. Your CIC administrator can assign more than one profile to you.

Profiles have configurable conditions. These conditions determine which of your assigned profiles is used to synchronize your Lync presence state and CIC status, or even if any synchronization takes place at all. Conditions also determine if the synchronization is one-way. For example, a change to your CIC status could trigger a Lync presence state change, but not the reverse. Some of the conditions include:

• Whether you are logged into the CIC client or Lync or both.

• Your user type:

• • Enterprise Voice: You use Lync as your telephony endpoint instead of a CIC station.

  • Remote Call Control: You use a CIC station as your audio device.

  • IM: You use Lync only for Instant Messaging.

In its simplest form, status synchronization works like this:

• If Customer Interaction Center detects a change to your Lync presence state, it checks the Synchronization Configuration Profiles assigned to you. If a profile’s conditions are met and it contains a mapping for your new Lync presence state, Customer Interaction Center changes your CIC client user status.

• If Customer Interaction Center detects a change to your CIC client status, it checks the Synchronization Configuration Profiles assigned to you. If a profile’s conditions are met and it contains a mapping for your new CIC client user status, Customer Interaction Center changes your Lync presence state.

Note: A profile setting can append "In Queue" to your Lync presence state, if you are an active member (available to take calls) in a workgroup that has an ACD queue. For example, your Lync status could appear as Available, in queue.

Mappings Example

This table is an example of status to presence state mappings. Different status mappings could be used in the Synchronization Configuration Profiles assigned to you.

Note: (Lync -> CIC) indicates the CIC status that is used for the corresponding Lync presence state. For example, if you change your status to Away in Lync, then your CIC status is synchronized and set to Away from Desk.

Related Topics

Working with the Microsoft Lync Integration