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Installing the CIC Integration to Microsoft Lync

Third-party components

Genesys assumes that you have already installed the third-party Lync components. If you plan to use the presence synchronization feature, install the Lync Presence Integration service. For more information about installing the service, see Configuring presence synchronization.

Release feature information

Release Notes: See PureConnect Release Notes in the PureConnect Documentation Library.

Telephony and Lync Embedded Client Plugin:

CIC Integration with Microsoft Lync/Skype for Business (Telephony and Lync Embedded Client Plugin) components are available in CIC 4.0 SU 2 to SU 6 and CIC 2015 R1 and later.

Lync Company Directory/Directory Merging:

CIC Integration with Microsoft Lync/Skype for Business (Lync Company Directory/Directory Merging ) components are available in CIC 4.0 SU 3 to SU 6 and CIC 2015 R1 and later.

Lync Presence Integration Service: CIC Integration with Microsoft Lync (Lync Presence Integration Service) is released separately from CIC 2015 R1 or later.

Latest Release and Installation

Starting with CIC 2015 R1, the CIC Integration with Microsoft Lync (Telephony, Lync Embedded Client Plugin, and Lync Company Directory/Directory Merging) components are released with CIC 2015 R1 or later releases and patches. It is installed automatically, when you apply CIC 2015 R1 or later for the IC Server and IC User applications.

The appropriate Microsoft Lync licensing is required. For more information, about the latest release, see, Latest CIC Release. Check the Downloads​ page for the latest CIC release.

Important: The latest CIC release can be applied to any CIC 4.0 SU. Similarly, CIC Integration with Microsoft Lync (Telephony, Lync Embedded Client Plugin, and Lync Company Directory/Directory Merging) 2015 R1 or later can be applied to any CIC Integration with Microsoft Lync (Telephony, Lync Embedded Client Plugin, Lync Company Directory/Directory Merging) 4.0 SU.

 

Note: Microsoft has not updated their Client SDK to include the updated branding for Skype for Business. This means that the client that embeds within Interaction Desktop will have the look and feel of the Lync client, but has been tested and validated to work with Skype for Business 2015 Server and Skype for Business 2015/2016 clients installed on the user's machine.

Lync Presence Integration Service

CIC Integration with Microsoft Lync (Lync Presence Integration Service) is released separately from CIC 2015 R1 or later.

CIC Integration with Microsoft Lync -- Lync Presence Integration Service 4.0 Service Update V2.0 SU00 released 26-March-2021.

Before you apply the latest Lync Presence Integration Service (64-bit) SU, be sure to read the following Special Notices and Service Update Documentation.

Special Notices

  • SFB 2019 Presence sync validation

Lync Presence Integration service (64-bit) SU updated to support SFB 2019 presence Synchronization. Validation was not done for other features like Telephony, Directory, and Instant Messaging.

Note: Genesys will support on case basis and is not liable to fix issues arising for features other than Presence Synchronization.

  • Microsoft Windows Update Patch causes Interaction Desktop to crash when Skype for Business is used - Issue resolved

    (last updated 14-Dec-2015)

    Microsoft Windows Update Patch KB3114351 was released for Lync 2013/Skype for Business 2015. We have verified that this resolves the issue with Interaction Desktop crashing when Skype for Business is used. The fix is available via Windows Update or directly from this link: https://support.microsoft.com/en-us/help/3114351/ms15-128-description-of-the-security-update-for-lync-2013-skype-for-bu. Microsoft has also released a fix for this same issue in Skype for Business 2016.

  • Warning notice NTAuth description (Last updated 20-Aug-2014)

    Administrators must clear the Use NT Authentication check box every time IC server credentials are updated in the Integrations Web Configuration, if NT Authentication is not intended to be used. There is currently an issue in the Integrations Web Configuration where Use NT Authentication is saved correctly as "false" when not selected, but then later displayed incorrectly as "true" when editing the configuration, so the check box must be cleared again. For more information, see Configure the IC server for the Lync Presence Integration Service.

  • Issue syncing from an "Away" presence from Lync to CIC (Last updated 7-Mar-2014)

    Users configured in Lync to use RCC may encounter issues syncing from an "Away" presence from Lync to CIC, caused by previously shipped multiple mappings. The workaround is to modify the "LoggedInToRcc" profile configuration in the Lync service configuration file. For each "lyncPresenceTolc" numeric range in the "direction" property, only one presence mapping may be set to either "TwoWay" or "OneWayTolc." Set other mappings to "OneWayToLync" or to "None."

Service Update Documentation

Review the following documents to learn about this service update:

  • ReadMe - Files changed and handlers published in this Service Update, special notices, and pre- and post- SU instructions.

  • Summary - A list of changes in this service update grouped by component and SCR number.

  • New Features​ - A list of new features in this service update grouped by component and SCR number.

Lync Presence Integration Service Download

The CIC Integration with Microsoft Lync - Lync Presence Integration Service (64-bit) V2.0 SU00 component requires CIC 4.0 SU 5 or later. (The file is now an .msi instead of .msp.)

Filename Date Posted
MicrosoftSkypeForBusinessIntegrationService_64bit_V2.0 SU00.msi 26-March-2021

​Note: If you need to obtain the Microsoft Lync - Lync Presence Integration Service (64-bit) GA download with support for Lync 2010, please contact PureConnect Customer Care.