Troubleshooting Guide - Ensuring that Contact Center Client recognizes Lync user status

Article ID: 52073 - Last Review: November 11, 2014

INFORMATION

In some instances, Contact Center Client agent, employee, and extension monitors will display an employee’s instant message presence as Unknown even though the employee is online. The following solutions address the most common problems in displaying instant message presence on real-time monitors.


Employee and Agent monitors display chat presence as Unknown

If your agent or employee monitors are displaying a user’s instant message presence as Unknown even though the user is online, this means:

• Lync Server does not recognize the user because the user’s email address in YourSite Configuration is not the same as the SIP address of the user specified on the SIP server, or
• The user is not configured as a contact in Lync.

To determine the email address of an employee as entered on the SIP server with Lync Server 2010:

1. Start Lync Server 2010 Control Panel.
2. Click Users.
3. Click Find to generate a list of users.

• Alternatively, to look for specific users:
• Enter a user name and click Find.
• Click Add filter, specify filter criteria and click Find.

Locate the SIP address.

To determine the email address of an employee as entered on the SIP server with Lync Server 2013:

1. Start Lync Server 2013 Control Panel.
2. Click Users.
3. Click Find to generate a list of users.

• Alternatively, to look for specific users:
• Enter a user name and click Find.
• Click Add filter, specify filter criteria and click Find.

Locate the SIP address.

To make the user known to Lync Server:
• In YourSite Explorer =>YourSite =>Employee, verify the user’s email address is the same as the email address of the user specified on the SIP server.


Extension monitor displays chat presence as Unknown

If your extension monitor is displaying a user’s presence as Unknown even though the user’s extension is configured in YourSite Configuration, this means:

• Lync does not have a user associated with the extension, or
• The user is not configured as a contact in Lync.

To make the extension known to Lync Server 2010 or 2013:

1. 1. On the Lync Server, browse to Active Directory Users and Computers.
2. 2. In the right pane, right-click the user and select Properties.
3. 3. On the General tab, after Telephone Number, type the user’s phone extension.
4. 4. Open Lync Server 2010 Control Panel or Lync Server 2013 Control Panel.
5. 5. Click Users.
6. 6. Click Find to generate a list of users.
7. 7. Verify the user’s SIP address.

To add the user as a contact in Lync 2010:

• In Lync, click Contacts =>Add a Contact and add the user’s email address as specified on the SIP server.

 

APPLIES TO

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Keywords: Lync chat CCC contact center client