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Configure line settings

In this procedure, you configure a SIP line to use for all calls between CIC and Lync. The line indicates how the CIC server should communicate with the Lync mediation server. Then, you'll configure stations and associate them with this line. For more information about configuring stations, see Configuring stations.

You configure line settings in Interaction Administrator on the CIC server.

  1. In the Lines container in Interaction Administrator, right-click the list of line names. Click New.

  2. Enter a line name, such as Lync. Click OK.

  3. On the Line Configuration page of the SIP Line Configuration tab, select Microsoft Lync from the Line Usage list.

    Selecting this Line Usage option does the following:

    • Enables the auto off-hook logic. For more information about this feature, see Auto off-hook.

    • Forces the Deferred Answer option to On.

    • Forces the Enable T.38 Faxing option to Off.

    • Adds the SIP header ms-call-source (set to non-ms-rtc) to all SIP messages that Customer Interaction Center sends to Lync.

    For more information about these settings, see SIP Line Configuration topic in Interaction Administrator Help.

  4. In the Domain Name box, specify the fully qualified domain name of the CIC server.

    This domain name should resolve to the DNS AAAA or A record name that you specified in Configure IC servers as IP-PSTN gateways.

  5. For Identity (Out), click the ellipsis button for the Calling Address Line Value 1 box.

    1. For the Name box, specify the name you want in the “From” header.

      This value can appear in the From header if there is no other outbound identity information available.

    2. For the Address line, specify the phone number that represents the CIC server.

      This number appears in the From header for outbound calls if no other information is available. Use the E.164 format.

    Do not select the Use Anonymous check box under Outbound Identity. This setting causes problems on the Lync side of the integration.

  6. On the Access page, choose Denied Access and Add the IP address of the Lync mediation server under the Exceptions list.

    These settings deny access to this line from all computers, except for the Lync mediation server.

  7. On the Proxy page of the SIP Line Configuration tab, add the IP address and port number of the Lync mediation server.

    This port should be the same port you specified in Configure IC servers as IP-PSTN gateways.

  8. On the Transport page, specify the Receive Port (5066 for TCP).

    This port is the same as the listening port you specified when you defined the IP/PSTN gateway in the Lync Topology Builder. Also, the transport chosen for the line has to match the one specified for the IP/PSTN gateway in the Lync Topology Builder.

  9. On the Call Putback tab, select the Enable processing of received SIP REFER messages check box.

  10. Click OK to save the line settings.