Call and Mail Services

All LUCS-configured SfB (Skype for Business) services are responsible for handling IM Chats, Audio and Video calls. Once a conversation is accepted by the service it is handled according to the configured workflows, distribution policy, Agent / User traits and specific service settings described on the following pages.

Service-Setup Checklist

Trusted Application Pool setup and Essential Topology Settings - for configuring Adresses & Endpoints for your services
Tenant Setup O365 and Exchange - for configuring mail services / Azure Apps
Defining Workflows - for all your Agent-related services
Assigning Agent Traits and Duty Profiles - to determine criteria for distribution
Distribution Policy - to assign to services

Types of Services

LUCS distinguishes by two types of services :

	Call (SfB) services which handle incoming calls, chats and surveys. Depending on your type of service (calls, recording, chat) you need to perform the corresponding Trusted Application Pool setup and adapt the Essential Topology Settings accordingly before adding a new Call Service
	Mail services are responsible for handling emails. Depending on which services you need to perform the Tenant Setup O365 and Exchange before adding a new Mail Service.

Common Service Data Entities

To save time when Defining Call Service Details or configuring your Mail Services we recommend reading the Common Service Settings chapters first. In there we list re-usable elements that save you time during later (additional) configuration.

Service Tab Overview

WebConfigurator - Services

The 'Services' tab provides the possibility to define the Services in the LUCS system and manage Service configuration. Service details can be edited on the following tabs which are displayed upon selecting an appropriate Service

Unlike SfB services, mail services do not have workflows. Incoming emails are handled according to the configured distribution policy, traits and service settings.

Bulk Edit of Services

You can bulk-edit services of the same type by multi-selecting them in the list before changing their properties:

Matching properties in between selected services are shown in green mismatches are shown in yellow, getting unified to your current selection when you save changes. Values unique to a service (e.g. SIP URI) are locked against changes

Bulk Editing Scope and Points of Note

Bulk Edit works for all service related tabs:

... as well as for Mail Services in the same manner respectively.

Selecting either service type will automatically rule out the other for multi-select. The "Select All" option will react accordingly, selecting services of the same type.

Please read before bulk-editing your services

Bulk editing is a powerful feature. A few points to keep in mind:

Changes you make on the settings tabs (General, Workflow, Context, Distribution, Outbound) are applied all at once and effective immediately.
We therefore recommend to perform select changes at a time. Many changes at once can potentially render your services inoperable as there is no "undo" feature.
Bulk changes to elements that adhere to an order (e.g. Task Completion Codes and Cross-selling Codes) will have their order applied for ALL bulk-edited services. This will also override item orders on those services.

About OU and Non-Path-Dependencies (NPDs)

The bulk compare feature will check if bulk-edited services have individual access to Common Service Settings - data entities with Organization Unit affiliation.
Entries with non-path dependencies (e.g. getting an Organization Unit affiliation changed) are also sortable, but:
- ... the bulk-edited Services will not get access through this bulk-edit and not show new entries after saving, as they didn't have said access before.
- ... vice-versa you cannot enforce new non-path dependencies by combining elements in bulk edit.

We recommend to check your individual service settings after doing a bulk change to manually re-apply any settings lost during the bulk-change.

A non-path dependency (NPD) should be resolved by assigning the source element (e.g. a Code) to the proper Organization Unit so all services have unrestricted access to it.

Related chapters: