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Configure CIC servers as IP/PSTN gateways

For calling integration scenarios to work with Customer Interaction Center, at least one CIC server must be configured as an IP/PSTN gateway in the Lync Server Topology Builder and then associated with the Lync mediation server.

Only users with full administrative permissions can configure servers in the Lync Server Topology Builder.

To add CIC as an IP/PSTN gateway in the Lync Server Topology Builder:

  1. Open the Topology Builder and load the topology to configure.

  2. Right-click the PSTN gateways container, then click New IP/PSTN Gateway.

    The Define New IP/PSTN Gateway wizard appears.

  3. In the FQDN box, specify the fully qualified domain name of the Interaction Center server.

    For a switchover pair, specify the DNS AAAA or A record, which points to both the primary and secondary CIC servers. This setting allows the Lync mediation server to locate and connect to whichever CIC server is active at the time.

  4. Click Next.

  5. Leave Enable IPv4 as the default, unless your network is set up to use IPv6.

  6. Click Next.

    • The Trunk name and Listening port fields auto-populate based on the FDQN specified on step 1. Specify the port on which the CIC server listens for requests, if different from the default port. The default port for TCP is 5066.

      For SIP traffic, these ports are non-standard values. Record this value now as you will need it later when configuring the CIC SIP line between Customer Interaction Center and Lync.

      Under SIP Transport Protocol, choose TCP or TLS. If you choose TLS, do not use port 11001 here. That port is reserved for RCC. This is the port for connecting TLS.

      The same fully qualified domain name will be used later when configuring the domain name setting in the line configuration. For more information about line configuration, see Configure line settings.

    • For the Associated Mediation Server, select the CIC server or servers that you configured earlier.

    • Specify the port on which the CIC server listens for requests, if different from the default port. This must be within the range of the listening ports for the respective protocol allowed by the mediation server. This port range is defined under the mediation pool.

      You use the same port and gateway FQDN later when you configure the proxy in the SIP line settings. For more information about line configuration, see Configure line settings.

  7. Click Finish to save your changes.

If you use an CIC server as your PSTN gateway, any outbound calls Lync-only users make go to the IVR. For Lync-only users to be able to make outbound calls, configure Lync-only users on a non-CIC server.