Integration with Skype for Business

If Skype for Business integration is enabled and configured for your account, an agent's state in ContactPad and presence in Skype for Business are synchronized.

You can synchronize ContactPad states with Skype for Business presences if you are using either the Skype for Business Online service or the Skype for Business on-premises application (using Integrated Windows Authentication).

With default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), Vonage Contact Center changes the agent's state in ContactPad to Extended Away. In this scenario Vonage will not route interactions to the agent. If an agent clicks to make a call in ContactPad, which automatically changes their state in ContactPad to Ready (Offline), the agent's presence in Skype for Business changes to Do not disturb.

In this page

For information about integrating your account for use with Skype for Business, see Configuring integration with Skype for Business.

For information about synchronizing ContactPad states with Skype for Business presences, see Synchronizing ContactPad state with Skype for Business presence.

Default state and presence mappings

ContactPad states to Skype for Business presences

ContactPad state

Skype for Business presence
Wrap Up (any Wrap Up states)Do not disturb
ReadyAvailable
Busy (any Busy states)Do Not disturb
Away (any Away states)Away
Extended Away (any Extended Away states)Away
Ready (Offline)Do Not disturb
Unexpected (any Unexpected states)Busy
Fault (any Fault states)Busy
Log OutNone*

Skype for Business presences to ContactPad states

Skype for Business presenceContactPad state
AvailableReady

Away (any)

Away
BusyExtended Away
DoNotDisturbAway
OfflineNone*

*Indicates that no state or presence change occurs.

Custom state and presence mappings

Default state and presence mappings exist for ContactPad states—major, minor and custom—and a hardcoded list of Skype for Business presences (Online, Away, Do Not Disturb, and Busy). For information about ContactPad states, see Agent states. If you want to override default mappings, you must create custom mappings.

For information about integrating your account for use with Skype for Business and about creating custom mappings, see Configuring integration with Skype for Business.

Example

In the following example which uses the default state and presence mappings:

  • The agent changes their presence from Available to Busy in Skype for Business.
  • The agent's state in ContactPad changes automatically from Ready to Extended Away.
  • The agent clicks Make Call which automatically changes their state in ContactPad to Ready (Offline).
  • The agent's presence in Skype for Business changes automatically to Do not disturb.