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:

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 results

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

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

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Info / Navigation

Information

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

• Related chapters
• Sources on the web
• Listings and overviews
• The next topics for your reading flow

...that might be useful to the current subject matter at hand.

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

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Note / Attention

Important Notes

This is an important note that warns you of: 

• Necessary preconditions and steps
• User requirements
• Potential sources for error in either configuration or during software usage
• Tricky fallacies that might not be obvious at first glance

Negligence of notes usually leads to erratic system behavior, minor loss of time or other (recoverable) issues.

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

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Warning / Critical

Warning of Critical Conditions

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

• 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 or shortly thereafter in numbered steps.
   → The expected result state follows some steps (if a notable system reaction occurs).

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. 

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

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