Tuesday, April 5, 2011

Telia CallGuide Integration with Lync

Telia CallGuide is a contact center developed by TeliaSonera in Sweden. CallGuide is mainly distributed in Scandinavia and so far there are about 275 contact centers handling some 160 million calls per year with CallGuide. One of the modules in the system is called Unifinder, which is a search tool for the contact center agent to search for people to contact while on a call. Unifinder can search several types of internal directories and also Lync or OCS directories.


Functionality
  • Unifinder will display presence for SIP-Enabled Lync users, the status might be Available, Inactive, Busy, BusyInactive, DoNotDisturb, Away, Offline.
  • The agents can participate in IM conversations with Lync users from CallGuide Unifinder
  • The agents can change their own Lync presence status from CallGuide

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