Environment Information

From the Lync / Skype for Business point of view, Genesys SIP Server acts as an external gateway as it receives incoming calls and forwards them to available agents. This is done through a connection with the Mediation Server.

• Genesys UC Connector subscribes to the users’ presence, to make their status available to Stat Server. This allows routing of interactions to available personnel.
  
  
• Agents can use either Genesys Workspace Desktop Edition as their desktop client along with the Interaction Workspace Plug-in for Skype for Business, or another Genesys desktop client with Genesys Lync Agent (GLA) working together with the Lync / Skype for Business client on their desktop. The option of using Workspace with the Plug-in is more featureful and offers a better user experience, as all functions are performed through the Workspace GUI.
  
  
• Using GLA, Genesys integrates with the Lync / Skype for Business client to allow third-party call control and, in particular, answering calls from the Genesys desktop. For detailed information, see Genesys Lync Agent.