Introduction to LUCS

Welcome to LUCS (Lean Unified Customer Services).  We developed this product with the vision to offer companies and organizations a contact center solution from a single source and fully integrate Skype for Business. Its modular design and configuration capabilities ensure that new organizational, operational and process specific demands can be met. Service Conversations are routed directly to agents in the Skype for Business client, where they are handled ensuring agent anonymity. IVR (Interactive Voice Response) and ICR (Interactive Conversation Response) ensures customers are routed to the right group of agents. 

This manual will introduce you to all features of LUCS, including some usage scenarios to ease you into the process of handling the many configuration scenarios this product has to offer. Here are some top features to get you started:

• Quickly set up your Team of Agents, including their their Traits, and team-administrative Roles
• Define as many Services as you need, each with Workflows, Conversation Context, Call Distribution and Callback preferences.
• Quickly search for and anonymize user data following GDPR Data privacy standards
• Easily access and change the complete configuration for your Organisation Units, Distribution, Agents, Services, Server Topology, Workflows and Licencing by using our new and easy to use web interface.
• Learn more about the Usage of LUCS 

Luware Support

Safety and warning messages

Please pay special attention to these messages as they convey important aspects of this product manual. Below are some examples that you might find in this documentation:

Type: Tip / Hint / Checklist

Tips / Checklists / Before you start

Hints like these contain recommended or pre-required topics to consider, such as:

• Installation conditions
• Checklists / actions
• Prerequisites
• Preemptive steps 
  → and their results

---

The goal of tips is to save you time or recommend doing things in an efficient order. 

 This is the mini-variant that you might find within text or instructional steps.

Type: Info / Navigation

Information

Here we emphasize directly related topics and concepts for you to keep in mind. Among these you'll find;

• Related chapters
• Sources on the web
• Listings and overviews
• Links to diagrams, appendices and concepts
• The next logical topics for your reading flow

 This is the mini-variant that you might find within text or instructional steps, usually in combination with a link to further topics.

Type: Note / Attention

Important Notes

This is an important note that warns you of: 

• Necessary precautions to avoid issues
• Important user or system requirements
• Potential sources for error via either a misconfiguration or during usage
• Tricky fallacies that might not be obvious at first glance
• Known issues and their workarounds

Negligence of notes usually leads to erratic system behavior, minor loss of time or other (recoverable) issues. We therefore highly recommend you read these warnings carefully.

 This is the mini-variant that you might find within text or instructional steps.

Type: Warning / Critical

Warning of Critical Conditions

We use this one sparingly because it's very important. A critical message warns you of problems that may result in severe infrastructure impediments. 

• Multiple sources ...
• ... or follow-up problems could be mentioned here
  → Consequences like permanent loss of data or widespread infrastructure malfunctions are highlighted.

1. Instructions might be included in these warnings
2. ... or shortly thereafter in numbered steps.
   → The expected result state follows for those steps (if there is a system reaction or result to be verified).

Negligence of warnings usually leads to a faulty system behavior, considerable loss of time, up to a point where your system might be unrecoverable without severe loss of data. We highly recommend not to skip these warnings at all.

 This is the mini-variant that you (rarely) find within paragraphs or instructional steps.

Luware Service Licence Agreements

Refer to the following locations for the latest versions of our Service Agreements