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Configuring Remote Call Control

Remote Call Control (RCC) is a feature within Lync Server that offers the ability to make and receive calls on a CIC station using the Microsoft Lync client.

For example, with RCC enabled in Lync, if a CIC station rings, an alert appears in the Lync client to allow the user to answer the call. Or, when a number is clicked in the Lync client, the CIC station can go off-hook in speakerphone mode and dial the number.

RCC allows multiple ways to logons:

Using the RCC station (default)
Using a remote number

RCC must be configured on both the Lync Server and the CIC server.

Prerequisites

Ensure that all CIC user accounts that will be used with RCC have client licenses enabled.

Enable the RCCServer subsystem on Customer Interaction Center.

To use RCC, you must have the I3_FEATURE_LYNC license. The Lync RCC implementation now checks for this license.

RCC behavior during switchover

Switchover on Lync-enabled client workstations is supported. The supported switchover situations are:

Hardware Load Balancing
Network Load Balancing
SIP Proxy

During the switchover, no phone calls routed through Customer Interactions Center can be activated through the Lync client. However, Lync to Lync calls can occur. The connectivity indicator will change appearance to indicate switchover is occurring. It will change to an icon of a phone with an x on it. The switchover connection is restored automatically, allowing phone calls as usual. The phone icon with an x on it will disappear.

If you encounter any issues with switchover, refer to the Troubleshooting section for more information.

For more information about switchover features and configuration, see the Automated Switchover System Technical Reference in the PureConnect Documentation Library.

Phone number normalization when using Lync RCC

For a CIC-only user, the IC server normalizes the phone numbers that a user dials from the phone or client. When a user is Lync-enabled, the Lync Server performs the phone number normalization. But, when a Lync user is enabled for RCC, the Lync Address Book Service does the normalization.

You should review your organization's normalization patterns, keeping in mind that all numbers dialed by the RCC-enabled users pass through the Address Book Server before being dialed. Your organization's normalization pattern is important when you consider how Lync hands off these dial strings to CIC. For more information about this process, see the following:

For more information about configuring RCC, see the following: