In this section you learn how LUCS components and how they interact with each other. Below is a brief overview diagram on how the structure is accessed via supervisor or agent roles, as well as how customers interact with the system.

More details on Network ports and configuration can be found on the Network Port Configuration section.

Components

LUCS consists of the following components. Their installation target is covered in the chapter: Installation and Upgrades


ComponentDescription

AC

Agent Controller

  • The AC monitors the agent activities and status and provides this information to the Agent Monitor (AM)​

AM

Agent Manager / Monitor

  • The AMs a central component and is responsible to assign the service calls correctly and efficiently to the free agents​
  • Receives information about agent status from Agent Control (AC)​
  • Receives direct call information from SMD (SIP Message Dispatcher)​

CI

Calendar Integrator

  • Receives and integrates opening hours from Outlook-/Exchange calendar​
  • Provides information to the Interactive Conversation Handler (ICH)​

CIC

Customer Interface Connector

  • The CIC component synchronizes the service settings of LUCS with the SfB server and updates the recorded services and agents with the AD information.

  • Sends powershell commands to SfB to create, alter and delete service endpoints​

CR

Conversation Recording

  • Records voice messages and sends them per e-mail to the mailbox defined for the respective team service ​

FE

FeCore & FrontEnd​

  • FeCore: Backend Application​
  • FrontEnd: Web Interface running on IIS providing the web GUI.​

ICH

Interactive Conversation Handler

  • The ICH manages communication endpoints and is the interface between Lync / SfB and TM​
  • He will answer calls and processes them according to the specified workflows. If a workflow element f.e. is not enabled (“xxxx:Enabeld” = True) the ICH will skip this element​
  • To successfully transfer a call to an agent, the ICH asks the Agent Monitor (AM) for free agents​
MM

Mail Manager Service


also
Mail Manager Client

A service that handles the full cycle of email activities in a contact center, for example: 

  • Email distribution to available agents according to their traits and responsibilities,
  • Exchange integration
  • Monitoring of Mailboxes

Client:  Silverlight Application for post calls. Allow agents to answer incoming E-Mails directly within SfB

PS

Persistence Service ​

  • Acts as intermediate between all LUCS components and the SQL server (has a connection to all components)​
  • Stores and distributes the actual configuration to all components​
  • Writes all data (including reporting data) into the DB ​
SMDSIP Message Dispatcher

The SMD is running on the front-end of the Lync Server and forwards all relevant LUCS/TeamManager SIP messages to the AM. Relevant Request/Response messages are messages from team members which establish a call.

The SMD is responsible for detecting team member related Lync / SfB actions and for the busy on busy feature.​

List of LUCS components

External System Infrastructure Access

LUCS External Sys Access Diagram

External / Internal Server Topology

LUCS internal / external server topology overview