- 1 Presence Monitoring
To determine whether a particular Knowledge Worker is available for a customer interaction, the UC Connector monitors the presence status of the Knowledge Worker on the UC platform. Knowledge Workers are integrated into the Genesys environment as emulated agents, and their presence status in the UC client is mapped to a corresponding "agent status" in the Genesys contact center. Any change in the status in the UC client for a particular Knowledge Worker triggers a corresponding change in agent status, as monitored by Stat Server.
Changing Knowledge Worker Status in Genesys
When the UC Connector receives notification about a change in presence status for a particular Knowledge Worker, it sends a T-Library request to change the status of the corresponding Knowledge Worker "agent" (RequestAgentLogin, RequestAgentReady, and so on) to the T-Server that manages the Knowledge Worker's Genesys DN. The exact mapping of UC client presence status to Genesys agent status is configurable, but the default mapping is shown in the following table.
|UC Presence Status||UC Presence Status|
|Any other status||NotReady + Reason code|
T-Server Support for Emulated Agents
Because the Knowledge Worker must be configured as an emulated agent, the T-Server managing the Knowledge Worker DN must support the emulated agent feature. See T-Server Compatibility.
Presence and Agent-Status Scenarios
Changes in the Knowledge Workers presence in Genesys can come from the Microsoft side, or from the UC Connector (Genesys) side, depending on the scenario. UC Connector integrates both sources of presence for each user. The following table describes some of the scenarios that result in a change of presence for Knowledge Workers.
|Action||Resulting Change In Status|
|Manual change in UC-client.||The Knowledge Worker changes status manually in the Lync or Skype for business client. Whatever change is made is reflected in the Genesys environment, with the emulated agent DN that represents the Knowledge Worker being set to Ready, NotReady, or LoggedOut.|
|Knowledge Worker accepts a call.||On accepting a routed call from the contact center, the Knowledge Worker's presence status is changed in the UC-client to Do Not Disturb.|
|Knowledge Worker declines a preview.||If the Knowledge Worker declines the preview interaction, the Knowledge Worker's agent status is changed (by default) to the agent status of NotReady.
After a configured NotReady timeout period (5 minutes by default), the Knowledge Worker’s agent status is updated to whatever their current presence status is on the Microsoft side. For example, if the Microsoft status is still Online, then the Knowledge Worker is put back into the Ready agent status.
|Knowledge Worker is unavailable for contact-center work.||The Knowledge Worker changes status to Do Not Disturb in the UC Connector GUI. This sets their Genesys agent status (by default) to NotReady, but does not otherwise affect their presence status for the enterprise.
While the Knowledge Worker is in this Genesys status, regular Microsoft presence status changes are not mapped to changes in agent status. Only once the Knowledge Worker indicates that they are again Available to the Contact Center does regular presence-to-agent status mapping apply.
|Automatic change in UC Connector client||Microsoft Lync / Skype for Business can be integrated with the user's calendar on Exchange and so it is aware if the Knowledge Worker enters a meeting or is out of office. When this happens, the user's presence status is reflected in the corresponding agent status in Genesys. Similarly, Lync and Skype for Business clients detects when the user has been idle for a while, and this is also captured by the UC Connector.|
Presence Integration with Microsoft Lync and Skype for Business
UC Connector communicates with Microsoft Lync and Skype for Business using MS-PRES (a Microsoft protocol that extends SIP for presence) over TCP-IP and TLS. UC Connector connects to the Lync or Skype for Business Front-End Server, directly or through a third-party load balancer. For more information about supported deployments, see Supported Integrations.
UC Connector registers with the Microsoft server using SIP REGISTER requests, and the Front End server responds with a 200 OK. After registration is completed, UC Connector subscribes to the status of Knowledge Workers using SIP SUBSCRIBE requests, and the server responds with a 200 OK. This occurs only when the Knowledge Worker logs in to the UC Connector tab in Office Communicator.
Whenever a change is made to the Knowledge Worker's presence status in Lync or Skype for Business, the Front End Server sends a BENOTIFY (Best Effort NOTIFY, an MS-PRES message) to UC Connector with the updated status. UC Connector changes the agent status for the Knowledge Worker’s corresponding Genesys DN based on mapping rules.
Presence Connector Mode
Starting with Release 8.0.3, UC Connector can be configured to map Genesys agent states to Microsoft presence states, and then push the Microsoft presence state to Microsoft Lync / Skype for Business as it changes in Genesys. This will enable Genesys users (for instance, Contact Center Agents) to change Genesys agent state and have this visible to other Lync / Skype for Business users in the Enterprise. The option presence-sync-mode controls whether UC Connector uses Presence Integration mode, described in the section above, or the Presence Connector mode.
Push On-Call Status from Genesys to the UC Platform
When integrated into Lync or Skype for Business, UC Connector can push the telephony status of a Knowledge Worker to the Microsoft side. If push-status functionality is enabled, when the Knowledge Worker receives a call, UC Connector updates the Knowledge Worker UC status to the default Do Not Disturb. This status setting is configurable (see oncall-status for Lync/Skype for Business).