Copyright
All Genesys software is © Copyright 2018 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
New in Release 8.5.0
8.5.0 Continuous Delivery Release – October 2018
The following new features were introduced in the 8.5.001.67 release of T-Server/UCMA Connector:
- Genesys T-Server and UCMA Connector for Skype for Business provides the ability to configure access for telephony users to join private meetings through a virtual lobby or directly, bypassing the virtual lobby. A new configuration option—lobby-bypass-enabled—set in the [conference-services] section on the Annex tab of the Switch object enables or disables this functionality. When configured, the option setting applies to all connectors that are connected to the current default pool. MORE DETAILS
8.5.0 Continuous Delivery Release – June 2018
The following new features were introduced in the 8.5.001.65 release of T-Server/UCMA Connector and the 8.5.001.01 release of Workspace Plugin for Skype for Business:
- A new configuration option—im-reporting—allows the suppression of all events relating to IM calls and thus prevents T-Server for Skype for Business from interfering with the eServices multimedia chat solution.
MORE DETAILS - Direct Call Handling has been enhanced with the implementation of a new configuration option, handle-direct-calls-media. MORE DETAILS
- Support for Windows Server 2016 operating system and Hyper-V for Windows Server 2016. See the Multimedia Connector for Skype for Business page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- In this release it is now possible to suppress T-Server reporting for IM interactions, enabling chat to be deployed for agents using Skype for Business Multimedia Connector. IMs can then function normally, but without Genesys having any knowledge of IM events, which means that such events cannot be reported and IMs cannot be routed. Agents continue to be reachable by IM, but IM routing will not be handled by Genesys.
MORE DETAILS - Direct Call Handling has been enhanced by the introduction of a new T-Server configuration option—handle-direct-calls-media. Agents can see the setting of this option, which controls what types of direct calls are allowed to reach them, in the MySfB pane.
MORE DETAILS - Localization updates:
- Some additional strings have been introduced in this release.
- Language packs now work with the WDE ClickOnce Deployment method.
8.5.0 Continuous Delivery Release – April 2018
The following new features were introduced in the 8.5.000.90 release of of Workspace Plugin for Skype for Business:
- Workspace Plugin for Skype for Business by default will now show only Skype for Business conversation windows that are actually needed by the agent during the call, and will close the conversation windows at the end of the call. Previously, when Workspace Plugin for Skype for Business operated in parallel mode (with the Skype for Business interface shown on the desktop), all call conversation windows were displayed on the desktop. At the end of the call, the conversation was left on the desktop without any participants. See the Deployment Guide for details.
8.5.0 Continuous Delivery Release – March 2018
The following new features were introduced in the 8.5.001.63 release of T-Server/UCMA Connector:
- T-Server for Skype for Business can now dial a new destination using the Back-to-Back User Agent (B2BUA) method, where call switching and control is performed by Genesys. This feature allows the provisioning of a configured Caller ID and the correct reporting of the origination party of ISCC calls. It further permits calls to be made to TEL URI destinations, Response Groups, and destinations with forwarded calls, none of which can be dialed directly by T-Server.
- T-Server for Skype for Business supports ISCC connections with SIP Server and other T-Servers, but does not support ISCC connections with other instances of T-Server for Skype for Business.
8.5.0 Continuous Delivery Release – October 2017
The following new features were introduced in the 8.5.001.50 release of T-Server/UCMA Connector:
- T-Server now generates new alarms for connection or disconnection to configured connectors. These alarms can be configured for interception and an action can be applied in Solution Control Interface. The following alarms are now available:
- GCTI_MSLYNC_CONN_DISCONNECTED
- ID: 35198
- Level: STANDARD
- Text: Link %d to [%s]:%d is disconnected; %d connectors remain connected
- Description: This alarm is generated by T-Server when connection to a connector is lost.
- T-Server generates a message with ID=35198 and context "Link {linkId} to [{hostname}]:{port} is disconnected; {number_of_connected_links}] connectors remain connected".
- GCTI_MSLYNC_CONN_CONNECTED
- ID: 35199
- Level: STANDARD
- Text: Link %d to [%s]:%d is opened; %d connectors are now connected
- Description: This alarm is generated by TServer when connection to connector is opened.
- T-Server generates a message with ID=35199 and context "Link {linkId} to [{hostname}]:{port} is opened; {number_of_connected_links}] connectors are now connected".
- GCTI_MSLYNC_CONN_DISCONNECTED
- Connector is now able to print the version of the loaded Microsoft Collaboration DLL in its log file. In addition, Connector is able to provide information regarding the Microsoft DLL that will be loaded when the mslync_connector -V command is issued.
- T-Server now has a mechanism to clear any stuck calls or sessions on a DN. A new DN level option force-call-cleanup is available and can be configured in the T-Server section of the Annex tab of a DN. The valid values are true and false. The default value is false.
- If this option is set to true and the DN is disabled in the Configuration Database, T-Server will clean up any calls on the DN, and all of the calls on the DN will be dropped.
- After the cleanup process has been completed and all calls on the DN are dropped, Genesys recommends that you remove the option from the DN Annex tab or set it to false.
8.5.0 Continuous Delivery Release – September 2017
The following new features were introduced in the 8.5.001.49 release of T-Server/UCMA Connector:
- T-Server for Skype for Business now supports user endpoints registered on a Survivable Branch Appliance (SBA) or a Survivable Branch Server (SBS) front-end server. When the SBA or SBS is disconnected from the main Skype for Business server, T-Server cannot control calls on such users until connection is restored.
- T-Server now supports Secure Real-time Transport Protocol (SRTP) traffic between Genesys Media Server (used for treatments and recording) and Skype for Business Mediation Server. For this, secure connections must be configured between T-Server and SIP Server, and SIP Server and GVP. The contact option in the SIP Server Trunk DNs must make use of SRV records for the Mediation Server pool as described here: START_WIDGETbe72a963e73982b4-2END_WIDGET. The PSTN Gateway to SIP Server must be configured on Skype for Business with the entire FQDN of SIP Server to insure correct certificate exchange.
8.5.0 Continuous Delivery Release – September 2017
The following new features were introduced in the 8.5.001.44 release of T-Server/UCMA Connector and in the 8.5.000.83 release of Workspace Plugin for Skype for Business:
- Support for Skype for Business federated users where Genesys T-Server and the UCMA Connectors for Skype for Business are hosted in the premise environment, but agents are partially or fully hosted in the Office 365 cloud.
- The Workspace Plugin user interface is modified to support federated agents. It now shows the User Name field when an agent logs in the Skype for Business Front End Server. This field can be left blank if the user name is the same as the sign-in address. For federated users, the User Name differs from the Sign-in address.
- See Federation Platform with Microsoft Office 365 Cloud in the Multimedia Connector for Skype for Business Deployment Guide for details.
- This support requires Workspace Desktop Edition version 8.5.119.05 or later.
8.5.0 Continuous Delivery Release – June 2017
The following new features were introduced in the 8.5.001.37 release of T-Server/UCMA Connector and in the 8.5.000.81 release of Workspace Plugin for Skype for Business:
- Workspace Plugin provides the ability to dynamically control the registry settings that define the suppression mode of the Skype For Business Client. See Starting Skype for Business Client in the Multimedia Connector for Skype for Business Deployment Guide for details.
- Translation support. Workspace Plugin for Skype for Business language packs are available for the following:
- Arabic 8.5.000.05
- Chinese (Simplified) 8.5.000.05
- Chinese (Traditional) 8.5.000.05
- French (Canada) 8.5.000.05
- French (France) 8.5.000.05
- German (Germany) 8.5.000.05
- Italian (Italy) 8.5.000.05
- Japanese 8.5.000.05
- Korean 8.5.000.05
- Polish 8.5.000.05
- Portuguese (Brazilian) 8.5.000.05
- Russian 8.5.000.05
- Spanish (Mexico) 8.5.000.05
- Turkish 8.5.000.05
8.5.0 Continuous Delivery Release – April 2017
The following new feature was introduced in the 8.5.001.32 release of T-Server/UCMA Connector:
- Support for pass-through calls. See Handling Pass-Through Calls in the Multimedia Connector for Skype for Business Deployment Guide for details.
8.5.0 Continuous Delivery Release – March 2017
The following new features were introduced in the 8.5.001.29 release of T-Server/UCMA Connector and in the 8.5.000.77 release of Workspace Plugin for Skype for Business:
- T-Server can now record a call without recording a music-on-hold treatment when a call is placed on hold. See Remote Recording in the Multimedia Connector for Skype for Business Deployment Guide for details.
- T-Server now supports a configuration in which both the Skype for Business client and Workspace Desktop are used alternately on the same desktop.
- T-Server now supports a deployment with a single application and paired user Front End pools. See Paired Front End Pools in the Multimedia Connector for Skype for Business Deployment Guide for details.
- T-Server now supports Workspace Plugin in regular (non-suppression) mode. See Handling Direct Calls n the Multimedia Connector for Skype for Business Deployment Guide for details.
- Workspace Plugin for Skype for Business now supports hybrid configuration, in which Workspaces can be set up to have multiple voice devices in the same Place.
- Workspace Plugin is now supported in regular (non-suppression) mode.
8.5.0 Continuous Delivery Release – February 2017
The following new feature was introduced in the 8.5.001.23 release of T-Server/UCMA Connector:
- Support for configuring how direct internal or inbound calls are handled.
8.5.0 Continuous Delivery Release – December 2016
The following new feature was introduced in the 8.5.001.17 release of T-Server/UCMA Connector:
- Support for audio recording of Skype for Business calls. This support requires SIP Server version 8.1.102.55 or later.
8.5.0 Continuous Delivery Release – October 2016
The following new feature was introduced in the 8.5.000.68 release of Workspace Plugin for Skype for Business:
- Support for storing incoming and outgoing Instant Messaging (IM) content through the Workspace Desktop Edition in the Universal Contact Server database.
- Support for Windows 10 64-bit Compatibility mode.
- Support for the new configuration option, lync.voice-escalation-auto-answer, in the interaction-workspace section of the Workspace Desktop Edition application.
- Translation support. Workspace Plugin for Skype for Business language packs are available for the following:
- Arabic 8.5.000.01
- Chinese (Simplified) 8.5.000.01
- Chinese (Traditional) 8.5.000.01
- French (Canada) 8.5.000.01
- French (France) 8.5.000.01
- German (Germany) 8.5.000.01
- Italian (Italy) 8.5.000.01
- Japanese 8.5.000.01
- Korean 8.5.000.01
- Polish 8.5.000.03
- Portuguese (Brazilian) 8.5.000.01
- Russian 8.5.000.04
- Spanish (Mexico) 8.5.000.01
- Turkish 8.5.000.01
8.5.0 Continuous Delivery Release – May 2016
The following new feature was introduced in the 8.5.000.87 release of T-Server/UCMA Connector:
- Support for contact centers of up to 1000 agents, by enabling conference pooling and Audio/Video call reuse.
8.5.0 Continuous Delivery Release – December 2015
The following new features were introduced in the 8.5.000.69 release of T-Server/UCMA Connector and the 8.5.000.47 release of Workspace Plugin for Skype for Business:
- Support for Skype for Business Server, which is the new version of Microsoft Lync Server.
- Support for video calls from customers. Video calls are treated as any other call within the system, and support hold and retrieve, transfer, and conference.
- Support for escalation from other media to video. Existing interactions from other media can be escalated to video. For example, an interaction can start as an IM session that then gets escalated to voice, and then gets escalated to video. Or, what starts as a voice session can get escalated to video.
Limitations of the December 2015 Release:
- There are scalability limits for this release. Please consult the Product team for details.
- This release does not support access from Skype (for consumers) for IM, audio, or video calls.
- Video support has the following limitations:
- An agent cannot escalate an IM or audio call to video while talking with a customer. However, the customer can initiate such an escalation and the subsequent video call is established.
- When an agent establishes a 3-way video conference with another agent, the customer will not see both agents, but only the first one. However, audio from both agents will be heard.
8.5.0 Initial Release
8.5.0 is the initial release of the Multimedia Connector for Skype for Business. It includes the following components:
- T-Server for Skype for Business
- UCMA Connector for Skype for Business
- Workspace Desktop Edition Plugin for Skype for Business
The 8.5.0 Multimedia Connector for Skype for Business enables using Microsoft Lync 2013 as the voice, presence and IM infrastructure in Contact Center operation. It integrates the Genesys suite of Customer Experience software with Lync 2013 and facilitates agents’ interactions with customers over voice and IM channels.
Note: While this initial 8.5.0 release of the Connector supports Microsoft Lync 2013, full support for Skype for Business is slated for the subsequent release 8.5.x.
PSTN Access
The Multimedia Connector for Skype for Business allows access from customers calling into the Contact Center via PSTN (a regular 800 number for instance) through the Lync 2013 Enterprise Voice infrastructure. See the Deployment Guide for additional details and deployment architecture.
Lync Client Access
The Multimedia Connector for Skype for Business allows access from customers calling using a Lync client. This is mainly important for internal helpdesk use cases. In addition to voice, these calls can also use IM or a combination of the two (escalation). See the Deployment Guide for additional details and deployment architecture.
Media: Voice
The Multimedia Connector for Skype for Business supports completely voice calls. All call control features supported by Lync are enabled: direct incoming call answer, dialing of a new call, call hold / retrieve, call transfer (hot and warm), and conference call establishment. In addition, the Genesys features like consultation and supervision are supported.
Media: IM
The Multimedia Connector for Skype for Business supports IM sessions. Several call control features are enabled: direct incoming session answer, establishment of an outgoing session, session transfer, and conference establishment.
Media Escalations Support
The Multimedia Connector for Skype for Business 8.5.0 supports media escalations, from IM session to audio call, and adding IM to an established voice call, when the agent is talking with a caller using an endpoint that also supports this feature.
Presence Propagation
The Multimedia Connector for Skype for Business supports presence propagation between Lync and Genesys, and between Genesys and Lync. The Connector supports single-direction presence propagation, configurable on an endpoint basis. See the Deployment Guide for additional details.
Remote Treatments
The T-Server for Skype for Business uses the SIP Server, Resource Manager, and Media Control Platform (MCP) for all treatments.
Outbound Campaign Support
The Multimedia Connector for Skype for Business supports running Outbound campaigns, through an installation of the Genesys SIP Server and Outbound products integrated within the same deployment. See the Deployment Guide for additional details.
ISCC with SIP Server
The Multimedia Connector for Skype for Business supports Inter-Server call control communication with the Genesys SIP Server. See the Deployment Guide for additional details and deployment architecture.
Reporting for Voice and IM Sessions
The Multimedia Connector for Skype for Business supports real-time and historical reporting of interactions, limited to voice and IM sessions.
Single Agent Desktop
The Multimedia Connector for Skype for Business comes with a plugin to the Genesys Workspace Desktop Edition that allows to run Workspace as the single agent desktop application in integration with the Microsoft Lync 2013 Client on the desktop. A single GUI is presented to the user, that enables unified login (in Genesys and Lync), blended call control, seeing the presence of and interacting with Lync contacts.
handle-direct-calls-media
Section: TServer
Default Value: all
Valid Values: all, av, im
Changes Take Effect: For next call
Introduced: 8.5.001.65
Specifies the media, in a comma-separated list of valid values, that will be monitored when direct call monitoring is activated:
- av—T-Server must handle all direct AV calls targeting this DN.
- im—T-Server must handle all direct IM calls that target this DN.
- all—T-Server must handle all direct calls that target this DN.
handle-direct-calls-media
Section: TServer
Default Value: all
Valid Values: all, av, im
Changes Take Effect: For next call
Introduced: 8.5.001.65
Specifies the media, in a comma-separated list of valid values, that will be monitored when direct call monitoring is activated:
- av—T-Server must handle all direct AV calls targeting this DN.
- im—T-Server must handle all direct IM calls that target this DN.
- all—T-Server must handle all direct calls that target this DN.
im-reporting
Section: TServer
Default Value: default
Valid Values: default, disabled
Changes Take Effect: After restart
Specifies the type of reporting for IM calls in T-Server:
- default—T-Server will generate reporting for IM calls with Media Type=5 in Genesys T-Library events
- disabled—T-Server will suppress reporting for IM calls.
The value of option is read only on start-up.
If no value is present, the default value is assumed.
This value will be synchronized from the primary to the backup T-Server and the state of reporting will not be changed after an HA switchover.
lobby-bypass-enabled
Section: conference-services
Default Value: True
Valid Values: true, false
Changes Take Effect: For next scheduled conference
Introduced: 8.5.001.67
Related Feature: Disable Lobby Bypass
Specifies whether the UCMA Connector enables a flag, lobby bypass, used for implementation of call control when scheduling conferences. When set to true, conferences created by the Connector allow participants to bypass a virtual lobby when joining private meetings. When set to false, conferences created by the Connector allow participants to join private meetings only through a virtual lobby.
Copyright
All Genesys software is © Copyright 2018 Genesys Cloud Services, Inc. All rights reserved.
Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.
Trademarks
Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.
All other trademarks are the property of their respective owners.
Third Party Software
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
What's New in Multimedia Connector for Skype for Business for 9.0
Continuous Delivery Release - January 2019
The following new features were introduced in the 9.0.000.02 release of T-Server/UCMA Connector:
- Connector Support for Graceful Shutdown—The Graceful Shutdown feature enables UCMA Connector to support Management Framework's Local Control Agent (LCA), and therefore to be shut down gracefully. Previously, the only way to upgrade UCMA Connectors was to perform a shutdown of all UCMA Connectors during a maintenance window, upgrade the relevant software and restart the connectors. During this process, all calls to Routing Points would be rejected and no direct calls would be handled. MORE DETAILS
- Connector support for Genesys configuration layer—Skype for Business Connector can now be configured in Genesys configuration layer and controlled via SCI/LCA. Previously, the Connector only supported start-up configuration from a configuration file and dynamic updates from a connected T-Server. MORE DETAILS
Multimedia Connector for Skype for Business
Multimedia Connector for Skype for Business enables using Microsoft Skype for Business as the voice, video, presence, and IM infrastructure in Contact Center operation. It integrates the Genesys suite of Customer Experience software with Skype for Business and facilitates agents interactions with customers over voice, video, and IM channels.
8.5.0 is the initial release of the Multimedia Connector for Skype for Business. It includes the following components:
- T-Server for Skype for Business
- UCMA Connector for Skype for Business
- Workspace Plugin for Skype for Business
Genesys Multimedia Connector for Skype for Business is included in packages of the Inbound solution for Customer Engagement. Contact your Genesys representative for more information.
T-Server for Skype for Business entered End of Life (EOL) on August 17, 2023. It enters End of Maintenance on December 31, 2023 and reaches End of Support on December 31, 2023. If you have questions, contact your account representative.
What's New
Multimedia Connector for Skype for Business is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.
| All 9.x products | 9.x Multimedia Connector for Skype for Business Release Notes | ||
|---|---|---|---|
| Product | Component | Latest | Starting |
| Genesys T-Server and UCMA Connector for Skype for Business | |||
| Workspace Plugin for Skype for Business | |||
Documentation
Deployment Guide
Use this document to deploy
T-Server for Skype for Business, UCMA Connector, and Workspace Plugin, and enable their features.
Options Reference
Use this document to review the configuration options T-Server for Skype for Business and UCMA Connector.
Configuration of Skype for Business platform White Paper
This document provides additional information about configuring Skype for Business.
Skype for Business Solution Blueprint (login required*)
Contact your sales representative to get access to this content.
More Release Information
What's New
Release Notes
Documentation
Deployment Guide
Use this document to deploy
T-Server for Skype for Business, UCMA Connector, and Workspace Plugin, and enable their features.
Options Reference
Use this document to review the configuration options T-Server for Skype for Business and UCMA Connector.
Configuration of Skype for Business platform White Paper
This document provides additional information about configuring Skype for Business.
Skype for Business Solution Blueprint (login required*)
Contact your sales representative to get access to this content.
More Release Information
* Note: To access starred (*) "login-required" content, customers can log in to My Support and select Documentation, Partners can log in to Partner Portal and select Genesys Technical Docs, and Employees can go to the internal access point.