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. Please 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). Please 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. Please see the Deployment Guide for additional details.
Voice Recording
The Multimedia Connector for Skype for Business supports recording of audio calls, through an installation of the Genesys SIP Server and Genesys Interaction Recording product integrated within the same deployment. Please 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. The call is managed by the T-Server, but treatments come from the MCP through an call to TApplyTreatment on SIP Server.
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. Please 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. Please 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.
