With the addition of Microsoft Skype for Business Server agents and supervisors use Skype for Business as their default instant messaging client. The presence of all company employees is natively delivered in Contact Center Client. Contact center employees can view the presence of both internal and external contacts to determine if they are available to communicate. In addition to Available, Offline, and Away, employees see In a Meeting, Busy, In a call, Do Not Disturb, Be Right Back, and other Skype for Business presence indicators.
In order to use Contact Center Chat with Skype for Business, you must enable Contact Center Chat and have Skype for Business open and running.
If an agent views an employee on a real-time monitor and notes the employee is online, the agent can right-click the employee and send an instant message.