Contacts are the "Agents" or "Services" of your call center, responding to customer inquiries via the defined Sites and their Contact Templates. Customers are using the Client to interact with your Contacts.

In terms of interaction you may choose what is more convenient:

  • Assign contacts directly to Sites so they are directly visible to customers of the website.
  • Assign contacts directly to Groups which in turn are assigned to a Site. customers of the website interact with a group of contacts instead.

In context to the above, Contacts may also be defined, named and act as "Services" to the public.

The "Contacts" page lists all contacts and their details:

Create Contact

To create a contact, perform the following actions:

  1. Click the button  → A new "Add Contact" popup opens.

  2. Edit the "Details" according to the table below:

    Field Name



    SIP/Skype Address of the contact.
    It is not allowed to add the contact with already existing Sip/Mail/Skype in the system, the warning message will be displayed: "Contact with the same SIP: <ContactName> already exists."


    Email address of the contact.

    First Name

    First name of the contact.

    Last Name

    Last name of the contact.

    VCard Information enabled

    Enables vCard (Virtual Contact File) for the contact belonging to a particular tenant, which can be viewed or downloaded.

    Can Be Contacted On Busy

    If "true", all the modalities remain active when contact is busy. A second call will be put through while a first is ongoing.
    If "false", all the modalities are disabled when contact is busy. A second call also not be put through while a first is ongoing.

    (lightbulb) Enable this to allow Agents to handle multiple customers simultaneously and not be blocked by calendar events.

    Contactable through consumer Skype

    If "true", then the call to the contact makes use of consumer Skype.
    If "false", then the call to the contact makes use of SkypeForBusiness app.

    Is UCMA Endpoint

    If "true", the contact is one specific call service.
    If "false", the contact is one specific person.

    Is Display Name Overwrite Enabled

    (tick) Option is enabled only if "Is UCMA Endpoint" is checked and intended for Services.

    If "true", configured parameters will be shown for customer in Service display name.
    If "false", configured parameters will be shown for customer in each text message.

    Is Hybrid

    (tick) Option is enabled only if "Is UCMA Endpoint" is not checked 

    If "true", contact will be treated as hybrid one.
    If "false", contact will be treated as Lync contact only (non-hybrid).

  3. Click "Next" button; → "Avatars" tab is shown

  4. On the "Avatars" tab, you can upload one or several images per status for your contact.

    Click "Add Avatar" button to upload images.

    • Upload the avatars using the opened file upload dialog.
      The file format should be jpg, jpeg, png. 
    • Maximum image size is 300kb.
    • There are no restrictions on number of the uploaded pictures.
    • While not limited we recommend rectangular dimensions of 160x160px.

    You can define different avatars for each presence status. Use the check-boxes to set the corresponding status. 
    (lightbulb) Conflicting status assignments are automatically prevented.

    After a contact is added, application starts automatically the contact information synchronization.

    The Presence status and corresponding Contact-avatar will by synchronized automatically if:


    • Exchange server (EWS) is configured for the tenant;
    • "Enable auto-sync contacts on adding" is enabled for the tenant.
      (lightbulb) If the setting is disabled, a manual synchronization can be triggered by clicking the  button.
    • The added contact is configured on the specified Exchange server. 

    (question) Note: If a contact does not exist on the Exchanges server, the Avatar for the contact will not be set automatically. When an Exchange server is not configured, an error message will be shown on synchronization: "Could not load photo: Not found".

Edit Contact

Editing of contacts is possible clicking the "Edit button next to the relevant heading.

When "Synchronize Data From Lync" is active your manual detail changes will be overwritten. Lync / AD Sync takes precedence.

  • Mail;
  • Display Name;
  • Company;
  • Job Title;
  • Office;
  • Work Phone;
  • Work Country;
  • Work State;
  • Work Zip Code;
  • Work City;
  • Work Street;

Delete Contact

To delete a contact, select it and click the "Delete"  button.  → A confirmation pop-up will appear. 

(info) When you confirm the deletion the Contact will also be removed from Groups and Sites it has been used at.

Contact Syncronization


Please note that synchronization occurs only between RTC Launcher database and Lync Server. Synchronization between Active Directory and Lync Server is started separately and is not managed by the RTC Launcher.

The synchronization schedule is defined in the Lync Server configuration settings. By default it is scheduled on 01:30 AM once per day.

Execute the Get-CsAddressBookConfiguration Powershell command to check its configuration.

You can start the synchronization between RTC Launcher and Lync Server manually by clicking "Synchronize" button  → A "Contacts Synchronization" popup informs you of this process

Disable Sync


You may disable the synchronization with Lync at any time to prevent data being overwritten. To do so, head to the User Settings > Tenants Tab of the pop-up. 

(lightbulb) By default the option is enabled, so any existing or later-added contact(s) will be automatically synchronized with Lync Server.

Presence Status Resubscribtion

In some cases the SfB / Lync presence status of Agents may not correctly reflect back on RTC Launcher.  

To encounter this problem, a contact re-subscription can be triggered by manually clicking the "Resubscribe" button