Precondition: You have set-up the MM - Mail Manager service on a server.

Installation of the MM Client

Before the first run, the application has to be registered on each machine where MM client will be used.

There are ways to register MM client:

  • Install and run LUCS Agent Assistant on every client’s machine. → The Agent Assistant application configures necessary keys in Windows Registry automatically.
  • Distribute over a group policy
  • Configure the keys in Windows Registry manually

Manual key Configuration via Windows Registry 

To configure the MM keys in Windows Registry manually you need to add a registry sub key in order to configure the client"s machines to open defined MM Client website:

  1. Start Registry Editor via Start Menu or WinKey+R > type "Regedit" → the Windows Registry Editor window should show
  2. Expand the folders: HKEY_CURRENT_USER\Software\Microsoft\Communicator\ContextPackages

  3. Add new sub key name: {Application GUID} value from Configuration -> Services -> Conversation Context

    Conversation Context Item for MM
  4. Add values to the key:

    1. "Name" = MM conversation context Name from LUCS configurator

    2. "ExternalUrl" = value from LUCS Configurator (External URL)

    3. "InternalURL" = value from LUCS Configurator (Internal URL)

    4. "ExtensibilityWindowSize" =dword:00000002 

      Example: 
[HKEY_CURRENT_USER\SOFTWARE\Microsoft\Communicator\ContextPackages\{7B922751-FFAA-44AB-BEA5-554553C3105C}]
"Name"="MM Conversation for Silverlight"
"InternalURL"="http://sangria.dev.local:8080/Default.aspx"
"ExternalURL"="http://sangria.dev.local:8080/Default.aspx"
"ExtensibilityWindowSize"=dword:00000002
      TEXT

Website with Silverlight Client Configuration in Registry

  • Key path for 32-bit computers: HKEY_LOCAL_MACHINE\Software\Microsoft\Silverlight\
  • Key path for 64-bit computers: HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Silverlight\
  • Value type: DWORD
    • Valid Values:
      • Disabled - 0x00000000
      • Enabled - 0x00000001
Example: 
Windows Registry Editor Version 5.00 
[HKEY_CURRENT_USER\Software\Microsoft\Office\Lync\Security\Trusted Sites\sangria.dev.local] 
‘https’=dword:00000001 
‘http’=dword:00000001
TEXT

ElevatedTrust for Silverlight Apps in the Registry

  • Key path for 32-bit computers: HKEY_LOCAL_MACHINE\Software\Microsoft\Silverlight\
  • Key path for 64-bit computers: HKEY_LOCAL_MACHINE\Software\Wow6432Node\Microsoft\Silverlight\
  • Value name: AllowElevatedTrustAppsInBrowser
  • Value type: DWORD
    • Valid Values:
      • Disabled - 0x00000000
      • Enabled - 0x00000001
Example:
Windows Registry Editor Version 5.00 
[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Silverlight] 
‘AllowElevatedTrustAppsInBrowser’=dword:00000001
TEXT

Add Conversation Context to the Mail Manager Client

  1. Retrieve the {Application GUID} value from Configuration -> Services -> Conversation Context

    Conversation Context Item for MM

  2. (warning) Important: change all lowercase letters to the uppercase and paste this application GUID to file: 
    C:\Program Files\Luware AG\LUCS-MMClient\Default.aspx

    <param name="initParams" value="applicationId= {Application Guide}" /> 
    XML

    Application ID entered to Default.aspx of MM Client


Client Mail Contact Service - Creation and Configuration

(info) Also refer to related Mail Services chapter. The mailbox that will be used by the Mail Contact Service is configured using the following steps:

  1. Create an Email account on the Exchange server.

  2. Open Configuration -> Topology -> Credentials 

  3. Add new Mailbox Credential and fill its settings:

    Settings

    Description

    Username

    The username of the email account created on the Exchange server

    Domain

    The domain of the email account created on the Exchange server

    Password

    The password of the email account created on the Exchange server

    Type

    Mailbox

  4. Open Configuration -> Topology -> Mailboxes

    Settings

    Description

    Credential

    The username of the email account created on the Exchange server

    Exchange Tenant

    Exchange server on which the mailbox is created  Ex.: Exchange2010SP2

    Account

    The full name of email account created on the Exchange server 

    Default Value

    Default state of mailbox selected from a list of categories defined on CI server

Mail Contact Service Creation

The creation and configuration of the Mail Contact Service is performed using the following steps:

  1. Open LUCS Configuration -> Services 
  2. Click add button and choose the Envelope icon. (info) Also see Adding a Mail Service
  3. Fill the mandatory fields from the table below and save the newly created service.
    Add items as previously configured:
    1. Exchange Mailbox
    2. Assigning Agent Traits and Duty Profiles (if specified) 
    3. Conversation Context item defined for MM,
    4. Default answer if defined for MM.

Configured Mail service

Mail Default Answer

(tick) Mail Default Answers can be assigned to the services, after which the agent will be able to choose the Default Answers in the Mail Manager Client.

  1. Open LUCS Configuration -> Services -> Default Answers
  2. Fill the fields Name, Button, Caption, HTML Content.
    (warning) Images require a special "Crossdomain" setup or the Agent will not see the hosted files. Read the "Crossdomain Hosting" section below.


Crossdomain Hosting

The CrossDomain Access Policy has to be configured correctly on the webserver hosting the pictures being inserted. Otherwise they will not show up on the MM.Client because of the security "features" of Silverlight.

Image not shown due to Crossdomain restrictions in Silverlight

Crossdomain XML Setup

To prevent this issue, perform the following steps: 

  1. On your webserver (site configured to host the images), create a file called "crossdomain.xml"
    (lightbulb) This file must be reachable under the base URL, e.g.

    http(s)://your_web_server_address/crossdomain.xml
    XML

  2. Within that file paste the following contents:

    <cross-domain-policy>

<allow-access-from domain="*" secure="false"/>

</cross-domain-policy>
    XML

Validation: Accept the Mail

After the customer sends an email to the email contact center, the email is distributed according to the contact center's distribution policy to a selectable and responsible agent with appropriate traits. 

Within the SfB client agent sees the IM chat pop-up.

After the agent accepts the pop-up, the MM Client opens with the customer's Email contents. The agent of the mail contact center is able to perform actions.

 Upon clicking the "Answers" button, a pop-up window with a list of predefined answers templates appears and the text is displayed on mouse over the answer title