An Organization Unit (OU) is like a 'container' that represents the hierarchical, logical structures within your organization. A LUCS user can assign agents, services, workflow resources and other related configuration elements to any OU. This allows a distributed use of accounts and resources based on that organizational model. Furthermore, Organization Units can also be nested. This creates a relationship where child elements inherit parts from the parent.

For example: a  "Technical Support" OU Root can be further split into "Support Switzerland" and "Support Germany", but they all inherit configuration elements and resources you specifically assign to "Technical Support".

(lightbulb) As LUCS administrator it is up to you how to structure the Organization Units. A good approach is to 

By default a 'System' organization unit is created as parent for all other ones. This unit cannot be deleted and is not displayed in the list on 'Organization Unit' page. It may however appear in several configuration parts of LUCS to signal that any OU below will inherit the features.

'Organization Units' page is accessible on Settings -> Organization Units:

WebConfigurator - Organization Units

Add Organization Unit

To add a hierarchy of the organization units click '+ Add Root' or '+ Add Child' buttons. From here on you have several options: 

  • Make changes to the OU as needed (see chapter and table below)
  • To save the changes, click 'Save&Apply' button.
  • To save changes and continue adding of one more organization unit, click 'Save&New' button. The new organization unit is added to the list immediately.
  • To roll back the changes, click 'Reject' button.

Edit Organization Unit Details

Click on a a specific Organization Unit in the list, the user can view its details:
The Organization Unit panel contains the following settings:

Control Name



The name of your Organization Unit. 
(tick)  This will appear throughout other parts of the LUCS Configuration, so make sure to pick a clear name that avoids confusion. 

"Allow to assign and use dependent entities of child organization units"

Defines if dependent entities of child organization units will be visible on Agent or Service details and their settings configuration.

  • When deselected only entities of the currently configured organization unit, its parent one and assigned the "System" organization unit are available for configuration. 
  • When selected additionally dependent entities of its child organization units will be available for selection during configuration.

Not Ready Reasons

Not Ready Reasons

(info) Use this in conjunction with the Agent Assistant application.  This asks the agent for a "Not Ready Reasons" every time his state changes to a "not selectable" one.

(tick) Precondition: Not Ready Reasons should be configured on Settings -> Agents -> Reason Types page

You can move "Not Ready Reasons" to be made available to your organization unit using the 'left' and 'right' arrows.

TTS Language Definition


The Text To Speech Languages are used by the system for announcements/statements defined on the workflow activities.

  • If for an Organization Unit and Culture defined on a service a matching TTS Language is found, the defined voice should be used.
  • If no TTS Language is found than based on the selected culture the system tries to find the first matching installed TTS .

    (info) The 'Add TTS Language' field shows the languages chosen for this Organization Unit. 
    (info) The TTS Language are culture dependent entities and are shown in the format:  Language (Country) TTS Voice


Add a language for the Organization Unit by selecting the 'Language' and 'TTS' and clicking the '+ Add' button.

 Precondition: to be available in the dropdown, the TTS languge should be installed on the LUCS server where ICH server is made available.

Delete Organization Unit

To delete an existing organization unit, simply click 'Delete' button.

Any agent, service or workflow resource is currently using the organization unit will be shifted to the higher root node. (warning) On a child note this happens without further notice after you press "Delete". 

Deleting a root node with underlying dependencies will result in a warning, that the dependent items will shift to the next parent node. The last one is "System" level.