CIC and Lync integration concepts and terminology

As an administrator, be familiar with the following terms and concepts.

User types

Lync user

A Lync client user, configured in Lync Server. This user does not have a CIC user account.

CIC user

A CIC client user, configured in Interaction Administrator. This user does not have a Lync Server user account.

Lync-enabled CIC user

A user configured in both Lync Server and Interaction Administrator. This user benefits from the advanced integration features of both the CIC client and the Lync client.

For more information about configuring users for the Lync Server integration, see Configuring users for the integration.

Auto off-hook

The CIC plug-in for the integration allows users to perform operations in Interaction Desktop without requiring input in the Lync user interface. For example, if a user clicks Pickup in the CIC client, the Lync endpoint automatically goes off-hook, as long as the endpoint is running on the same workstation as the CIC client. This feature is convenient when using the CIC client as a phone interface.

Auto off-hook only works with Interaction Desktop. If using any other client, the user must manually pick up the call.