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About UC Connector

The UC Connector enables enterprise-wide customer service. It connects the Genesys contact center to the larger enterprise, allowing agents to consult the enterprise Knowledge Workers (off-site experts or product specialists) and take advantage of their special or expert skills. You can also use it independently from a Genesys contact center to enable Knowledge Workers to flexibly provide customer service in a more personal setting or when a contact center is not part of the company function.

In addition, the UC Connector is used as a component in other Genesys solutions to propagate presence information about agents or other users to and from the corporate presence function, either automatically when managed by Microsoft Lync 2010, Lync 2013, or Skype for Business, or manually through its user interface.

This section includes the following topics:

About the UC Connector

As a Genesys server application, you deploy UC Connector in the Genesys environment.

The UC Connector is used as an integral part of the Genesys integration with Microsoft Lync or Skype for Business, either in the contact center or the Enterprise. In this setting, UC Connector acts as a presence gateway with the Microsoft server, propagating presence information from Microsoft to Genesys and vice versa, and acting in concert with the Genesys SIP Server to provide call control services to users.

With UC Connector, Genesys routing capability and business rules, which normally govern the flow of communication within the contact center, are extended to control the flow of interactions into the back office or branch office, as well as to provide end-to-end reporting on these interactions. The UC Connector adds unique capabilities that make it easier to involve Knowledge Workers in customer interactions without impacting their normal workflow, providing enterprise-wide customer service.

In addition, the UC Connector is used as an integral part of the Genesys integration with Microsoft Lync Enterprise Voice, which is a contact center offering. In this setting, UC Connector acts as a presence gateway with Microsoft Lync server, propagating presence information from Lync to Genesys and vice versa, and acting in concert with the Genesys SIP Server to provide call control services to users.

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This page was last modified on May 3, 2018, at 13:41.