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Lync Integration User Types

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: For licensing, configuration, and other requirements, see Working with the Microsoft Lync Integration.

The Customer Interaction Center integration with Microsoft Lync Server (Lync) involves three types of users:

Lync-enabled CIC client 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.

Lync-enabled CIC client users can be classed as follows:

Enterprise Voice users
RCC users
A Remote Call Control user
IM only users

If you use Lync as your telephony endpoint, your Lync Server administrator must configure your Lync Server user account with the appropriate telephony settings on the Lync Server. In addition, your CIC administrator must configure your Customer Interaction Center user account to use Lync as your telephony endpoint.

CIC client user

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

Lync user

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