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Enabling Instant Messaging

Instant Messaging (IM) functionality is available through either of the following configurations:

  • Integration with Genesys Instant Messaging (IM)
  • SIP Server integration with Microsoft Lync / Skype for Business

Pros and Cons

The following table describes the advantages and disadvantages of the supported IM configurations.

Genesys IM Integration SIP Server-Lync / Skype for Business Integration
* Platform-independent

Can be used regardless of Microsoft Integration and also in stand-alone mode..

* Limited to Lync / Skype for Business deployments.
* Inbound IM only.

The Knowledge Worker can only accept incoming IM sessions. They cannot initiate new IM sessions with the contact center.

* Inbound and outbound IM.

The Knowledge Worker can both accept incoming IM sessions, as well as initiate new IM sessions with the contact center.

* Simplified configuration.

You can configure a single DN to support both voice and IM interactions.

Important.png You can still choose to keep the interactions on separate DNs— for example, to separate voice and chat traffic across two separate switches.

* Multiple DNs required.
  • Lync / Skype for Business integration with SIP Server requires a separate Knowledge Worker DN for voice and IM. It also requires a special DN to handle the direct connection between SIP Server and the Font End Server for IM.
* UCC-controlled IM window. * Lync / Skype for Business-controlled IM window.
* T-Library

With UC Connector, chat through Genesys IM is controlled by the T-Library interface. This allows UC Connector to manage the IM session.

* SIP

Chat is provided through the SIP interface.

Enabling Genesys IM

The following table shows the main steps required to integrate the UC Connector with SIP Server for IM functionality, in a UC Connector deployment.

Objective Actions
1. Verify the Genesys IM solution.

The Genesys IM Solution uses many of the same prerequisite Genesys components as those used by UC Connector:

  • Genesys Stat Server
  • Universal Routing
  • Interaction Workspace or customized desktop

These components should already be installed and configured as part of the prerequisites for deploying UC Connector.

Genesys IM also requires:

  • SIP Server

For more information, see:

2. Configure the Knowledge Worker DN.

Configure the Knowledge Worker Extension DNs with the following options:

  • multimedia—Set this option to true to allow IM interactions.
  • sip-signaling-chat—Set this option to none so that UC Connector handles the IM interaction.
  • voice—(Optional) Set this option to false for DNs that will only provide chat functionality. (For example, if you are separating chat and voice traffic across different switches).

Sample DNs:

  • Single DN for Both Chat and Voice
  • Separate Chat-Only DN
3. (Optional) Customize the Chat window.

You can customize the name for the Chat window. In the UC Connector Application, on the Options tab, UC-Connector section, you can configure the following options:

  • chat-title—Enter the name you want to appear in the regular chat window.
  • chat-consult-title—Enter the name you want to appear in the window that appears for consultation chat interactions.

Single DN for Both Chat and Voice

You can modify an existing Knowledge Worker voice DN to also handle the chat interaction. Or you can create a separate DN that handles chat only. This diagram shows a DN that handles SIP voice plus SIP instant messaging (the sip-signaling-chat option is set to none).

UCC DN SIP.png

Separate Chat-Only DN

This diagram shows what this same DN object’s options might look like if you intended for it to handle SIP instant messaging only (the sip-signaling-chat option is set to none, and the voice option is set to false).

UCC DN IM.png

Next Steps:

Enabling IM through SIP Server and Microsoft Lync / Skype for Business Server

The following table shows the main steps required to integrate SIP Server with the Front End Server for IM functionality, in a UC Connector deployment.

Objective Actions
1. Install and configure SIP Server.

SIP Server is mandatory for Instant Messaging.
If SIP Server is not already part of your deployment, install and configure SIP Server according to the procedures described in the Framework 8.1 SIP Server Deployment Guide.
Important.png No special configuration in the SIP Server Application object is required for IM.

2. Integrate SIP Server with Lync / Skype for Business Server.

Complete all the steps for Presence Integration with Microsoft Office Communications Server 2007, as described in the Framework 8.1 SIP Server Deployment Guide.
These steps include:

  • Creating a Routing Point and adding a user for it in Lync / Skype for Business Server. Used for presence integration.
  • Configuring a Trunk DN for the Lync / Skype for Business Server.
  • Configuring Extension DNs for each Knowledge Worker, to be used for IM interactions only.

Important.png Do not configure the ocs-dn option in the Extension DN. Presence is handled through UC Connector.

3. (Optional) Customize the Chat window.

You can customize the name for the Chat window.
In the UC Connector Application, on the Options tab, UC-Connector section, you can configure the following options:

  • chat-title—lnter the name you want to appear in the regular chat window.
  • chat-consult-title—Enter the name you want to appear in the window that appears for consultation chat interactions.

Next Steps:

• If secure communication is required, continue to one of the following:

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This page was last modified on June 27, 2016, at 14:20.