LUCS allows extending the functionality of the Lync\S4B conversation window by creating a conversation context. Conversation context is a Silverlight add-in that allows users to get additional context while having a conversation.
Your defined conversation Context is selectable within within your Service Call Context tab when configuring your services.
You can add new context by clicking ‘+Add‘ or edit any existing entry in the list.
The ‘Conversation Context’ page is accessible on Settings -> Service -> Conversation Context:
The table of settings for a call service:
Conversation Context clear name to show within LUCS
Select Organization Unit to which the Conversation Context will be assigned and accessible to.
Application GUID is a random unique number that is needed to identify the contextual application.
→ A GUID is generated and set automatically after the addition of a new Conversation Context.
The application detects automatically which URL to use, InternalURL or ExternalURL, based on the client location. This entry also accepts the three optional parameters.
Parameters in URLs
To use the parameters and their values in the URL add %AppData% part to the link.
Parameters have to be added to Parameter List section and defined in Parameter Pattern fields.
Specifies the path of a desktop application. When left empty, no start link will be shown.
This field is required for desktop applications and usually left empty for Mail Services context.
Specifies a URL pointing to an installation file that you provide. A clickable link displays if a package is not installed on the receiving computer.
Usually left empty for Mail services.
Sets the minimum size (in pixels) of the Conversation Window Extension:
LRG windowsize is preferable for Mail services.
Possible values are WEBSITE or APPLICATION (.exe).
WEB is used primarily within LUCS. Preferable for Mail services.
Is Default Context
Specifies whether this package is the default package for all unassigned calls.
Preferably left unchecked for Mail services.
Open in Standard Browser
Opens content in your standard browser window:
Trigger for Task Type
Select types of tasks for which Conversation context will be opened:
Only available when when 'Standard Browser' is selected:
A list of parameters that will be used in contextual conversation. Actual values stored in those parameters will be shown to an agent. Has to be set in the following key-value pair format:
All parameters to be used have to be added to parameter list field using the . Also see the example above in "Internal / External URL"
List of parameters is used in pattern.
Usually is empty for Mail services.
Mail Service Context-Specific Settings
The LUCS Mail Service (Mail Manager Client) requires a special Conversation Context:
|Name||Any unique name|
|Application Guid||Any Guid|
|Internal URL||Path to website in format http:// + ip or dns of the machine where client installed + port number|
|External URL||Path to website in format http:// + ip or dns of the machine where client installed + port number|
|Is Default Context||‘false’|
If any service is using the context, the ‘Delete’ button is disabled. You need to delete the conversation context from the services before being able to delete.
Mouse over the "Delete" button to see a list of services where this context is used.