This is an optional application - you may skip this page and continue with the next component. 

The Agent Assistant is not a LUCS component but an optional client-sided applicationIt relies on the Agent Manager component to retrieve the agent information (traits, assigned services) specified during Agent Management. It can be installed either as Skype or Teams (O365 / Azure) enabled application.

Component compatibility

This component relies on a specific version of AM - Agent Manager to be installed. Please check the following compatibility matrix:


VersionsLUCS
AA 3.2
LUCS
AA 3.3
LUCS
AA 3.4
LUCS
AA 3.5
LUCS
AA 3.6

Stratus 
AA 3.3
Stratus 
AA 3.4
Stratus 
AA 3.5
Stratus AA 3.6
AM 3.6(error)(error)(error)(error)(tick)
(error)(tick)(tick)(tick)
AM 3.5(error)(error)(error)(tick)(tick)
(error)(tick)(tick)(error)
AM 3.4(error)(error)(warning)
See note
 (tick)(tick)
(tick)(tick)(error)(error)
AM 3.3(error)(tick)(tick)(tick)(error)
(tick)(error)(error)(error)
AM 3.2(tick)(tick)(tick)(error)(error)
(error)(error)(error)(error)
AM 3.1(tick)(tick)(error)(error)(error)
(error)(error)(error)(error)
AM 3.0(tick)(error)(error)(error)(error)
(error)(error)(error)(error)

Note that AM/AA components above are stated in major version milestones only. Smaller patches and hotfixes result in new build revision numbers. Example: 3.4.0421.08303


  • Always refer to the latest release notes for any hotfixes made to components, visible through this revision number. During regular maintenance we always recommend to update your components to the respective newest build revision to ensure compatibility.
  • Please note that a parallel installation of multiple AA versions is not possible. During setup, previous versions will be detected and uninstalled.

Required config tweak for Task Completion Codes (TCC)

A config option has been added for V3.4 of Agent Assistant setup to ensure compatibility.

FeatureAcceptedByCustomer=true
CODE

When using TCC with the config option set "FeatureAcceptedByCustomer=false" Agents can get TCC errors or TCC to appear randomly.

LUCS AA AM Compatibility Matrix

Installation of Agent Assistant for SfB 

  1. Run the LUCS.AA.Setup.msi
  2. On the  Luware-LUCS-AA Configuration Settings  screen fill in the following details
    1. Instance Name
    2. Port number
    3. Configure Certificate Security
    4. Configure Domains

      Luware-LUCS-AA Configuration Settings screen
      SettingsDescription
      Instance NameName of your LUCS server
      Port NumberThe port number to add. If nothing is specified, the default port (19400) is used.
      Logging PathPath used for logging. 
      Configure Certificate Security

      The thumbprint is a hash value generated over the complete certificate.

      →  See  Prepare Certificate Thumbprint

    5. For security reason LUCS provides possibility to use certificate-based encryption and verification during the components communication. To configure certificate based authentication, select ‘Configure Certificate Security’ check box and press ‘Next’ button to open a page with server certificate settings.

      Example of filled Luware-LUCS-AM Server Certificate Settings screen
      SettingsDescriptionValue
      ModeTransfer security modes offered by WCF to ensure a secured communication between a client and a server.None : This mode ensures that no security is applied while communication between server and client.

      Transport: As the name suggests, it is concerned with security of communication between a client and a service over a network protocol. It guarantees the confidentiality and integrity of messages at transport level since transport security secures the entire communication channel.

      Validation ModeThe mode that specifies how incoming certificate is validated and how trust is determined .None: In this mode no validation is perfomed.

      ChainTrust: : In this mode WCF simply validates the certificate against the issuer of a certificate known as a root authority (the expiration time is checked too).

      PeerTrust: In this mode WCF simply checks if the incoming certificate is installed in the Trusted People folder in the certificate store (the expiration time is checked too).

      PeerOrChainTrust: Mixed mode.

      Is DedicatedThe flag that defins which certificate is used for encryption.False: Encryption is done with default certificate. It means that certificate with the hostname of the machinefrom the Personal Store is used on server side.

      True: Encryption is done with a dedicated certificate. It means there is  possibility to configure identifier (thumbprint) of the certificate.

      ThumbprintThe thumbprint is a hash value computed over the complete certificate, which includes all its fields, including the signature.



      (tick) Precondition: You need to have a Certificate Thumbprint prepared to continue with this option. If a certificate has been generated, read the next step.

      (info) See Prepare Certificate Thumbprint

  3. Finish the installation.

Installation of Agent Assistant for Microsoft Teams / O365

  1. Run the LUCS.Stratus.AA.Setup.msi
  2. On the  Luware-StratusAgentAssistant Configuration Settings screen fill in the following details
    1. Instance Name
    2. Port number
    3. Configure Certificate Security
    4. Configure Domains

      Stratus Agent Assistant Configuration Settings screen
      SettingsDescription
      Instance NameName of your LUCS server
      Port NumberThe port number to add. If nothing is specified, the default port (19400) is used.
      Logging PathPath used for logging. 
      Secure Channel

      Requires you to specify a hash value of a generated certificate in a follow-up step. This is required to enable a secure WCF communication between Agent Assistant and Agent Manager

      (tick) Precondition: You need to have a Certificate Thumbprint prepared to continue with this option. If a certificate has been generated, read the next step.

      (question) Want to do this later? Read how to Enable Secure WCF Communication between AM and AA on an existing installation.

      Configure DomainsDomain of the active directory where AM - Agent Manager addresses are configured.
  3. Finish the installation.

How to Configure 

To let O365 users work with the new AA, an O365 Tenant needs to b created: 

  1. Open WebConfigurator > Topology > Tenants O365 
  2. Fill in O365 Tenant data (the tenant should be previously configured during Azure Application Registration)
    → Copy the "tenant ID" as part for the next step

    AM Tenant O365 Client ID
  3. Open WebConfigurator > Topology > Components. Locate the AM entry (or create a new one) and paste the the "Tenant ID" from the previous step.

  4. After applying those changes, make sure to restart AM services. The connection between AM and AA should now be possible. 

Related Topics

Post Setup Steps

This information applies for for any variant of Agent Assistant (either SfB or Teams)

  • The interaction with Agent Manager (AM) is part of the Essential Topology Settings > Components settings. You can change these at a later point to switch between either AA SfB or AA for O365 / Teams
  • In case you misconfigured AA during the setup you can access all details via config files, located in the default installation directory: 

C:\Program Files (x86)\Luware AG\LUCS - Agent Assistant

Look for files with .config extension 

Required precondition

In order to operate with Agent Assistant, LUCS requires a defined Agent Assistant Configuration.

AA Customization / Tweaks

As a first step we recommend to have the AA tray icon and SfB / Teams client permanently in the task bar:

  1. Left Click on arrow in your system tray
  2. Drag and drop the tray icons for SfB and/or AA into the tray area