General Service Settings

Upon clicking on a call service, details can be inspected on the "General Informationt" tab.

For Mail Services this panel looks slightly different.

Service General Information Tab

The 'General Information' tab contains the following settings:

Control Name	Description
Full screen mode	Full screen mode icon allows to expand details page on the whole screen. The application menu and service list will be hidden.
Name	A (unique) Service name.
Organization Unit	Lists all the organization units available in the system. An organization unit should must be pre-configured on WebConfigurator -> Settings -> Organization Units before being available for selection The selected organization unit determines a wide range of resources available to the teams and services, such as not ready reasons (NRR) made available to agents assigned to that service. The selected organization unit is also relevant for reporting.
Max.Concurrent Sessions	This value determines the maximum amount of concurrent sessions in a service. If the max. amount is exceeded – ICH will decline all additional incoming calls/chat messages. By default no limited is set. If selected, then input area becomes editable and set to '1' by default. If deselected, then input area is disabled and set to '0'.
Opening Hours Box	The mailbox from which the calendar events will be used for Stand By Duty or Service Opening Hours. Precondition: To see something in this selection you need to configure Mailboxes via WebConfigurator -> Topology -> Mailboxes and may need to provide Credentials as part of Topology Settings during LUCS setup. Alternatively you can define LUCS internal Opening Hours as part of the common service settings without the need of setting up a separate Mailbox for the opening hours. Opening Hours - Selection of internal definitions or exchange calendar
Culture	Select culture to define in which language the announcements will be made. Preconditions Preconditions The same language should be used in the Workflow Instances Appropriate Microsoft Speech Server services have to be installed
Message Configuration	Message configuration that will be used in IM conversations for the service. It can be configured on WebConfigurator -> Settings -> Services -> Messages
Skype for Business Section
Display Name	Unique Service name that will be shown on SfB Client.
SIP URI	Service SIP URI. Valid values must be defined in the following way: 'sip:servicename@domain name'.
Tenant ID	Sets the SfB Tenant ID, under which the SfB Endpoint will be created or assigned. This will steer the availablity of the SfB Endpoint for the Service. You can retrieve the Tenant ID from your SfB backend Administrator
Telephone URI	Global telephone number to be assigned to the service. Use the format 'tel:+PhoneNumber' or 'tel:00PhoneNumber'
Tel SIP URI	Local telephone sip uri that is assigned to the service. Use the format 'sip:ShortPhoneNumber' with or without the domain name.
Trusted Application	Select with which trusted application the service will work. Note: if the trusted application is changed during a call, the call gets terminated. Preconditions: The trusted applications and trusted application pools must be configured on the 'Trusted Applications' page when configuring the Topology Settings.
Disable Service Call Forwarding	Set to 'true' to avoid having forward settings of an agent being applied to service calls. This is default enabled. Set to 'false', to apply the agent forward settings to service calls.
Conference: Warmup Count	For each service admin can set the 'Conference:Warmup Count' value and for new conversations the ICH will use one of the available warmed up conferences. If warmed up conferences are not available, the ICH tries to make a new conference during the specified time in the Check Warmup Conferences Interval on the Web Configurator -> Settings -> Topology section -> Components page setting. By default, the value is set to '0'. If the value of the setting is 0, this means that no warmup conferences are present in the system.
Record Conversations	Set to 'false' if recording of conversations is not necessary. Set to 'true' to record the conversations. The Verba third party component is used for this feature.
Send IM keep Alive Messages	If enabled, the system sends a signal after every 10 minutes of inactivity that allows to keep IM session runing. If disabled, after 10 minutes of inactivity an IM session is terminated. By default the flag is disabled.
Enable Service for Conversation as a Service	Allows this service to be used by Agents to initiate a call on behalf of a service name via SfB Client. Works for Call Services only and only if target is PSTN. Learn more on Conversation as a Service and how to use this feature.
Policy Section
Voice Policy	Allows you to configure the SfB Server voice policy that is assigned to the Service endpoint. If nothing is selected in 'Voice Policy' field, a default policy on "Global" level is assigned to the service.
External Access Policy	Shows the external SfB access policy that is assigned to the service endpoint. If nothing is selected in 'External Access Policy' field, a policy from Site level is assigned by default to the service. If there are no policies created on Site level, then a policy from Global level is used.
Presence Section
Default Presence State	Choose the default SfB state for the service. Will be used as fallback if nothing is defined for 'Direct Selectable', 'No One Available', 'In Time Available' fields.
Direct Selectable	Allows you to define the presence state of the service if at least one agent from the first distribution group is selectable. Also see → Distribution Policy It is recommended to choose the 'Available' state. The 'Direct Selectable' state is shown when: at least one agent from the first distribution group is 'Available' or at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'AGENT IN SfB STATE "BUSY" IS' is set to 'Selectable' or at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'IN MEETING STATE' is set to 'Selectable' WebConfigurator - Agents Presence State
No One Available	Select SfB state the service will have if all agents are offline.
In Time Selectable	Select SfB state the service will have if all agents from the first distribution group are busy or away.
Picture URL / Preview	URL of the picture that will be shown in SfB client.
Publish as Automaton	Preconditions: the service must be added to the SfB client contact list. Set to 'false' to make the service selectable as a Forward target in the SfB client. Set to 'true' to make the service not selectable as a Forward target in the SfB client. Set to true by default.

Service Tab fields legend