The 'Topology' section in LUCS configuration provides defines machines (servers), system components, application endpoints and pools as well as general settings used by the LUCS system.
"Topology" settings are the first and most essential steps in Webconfigurator and should be done directly after a first-time LUCS installation. We also recommend checking these settings after an Upgrade.
For a better understanding of the LUCS topology, head to the Architecture page.
Items on this page are sorted in a recommended chronological order that makes the configuration process the most efficient.
On the 'Frontend Pools' page you need to define the SfB Frontend Pool FQDN.
A wrong entry will result in either no or wrong endpoints being created.
This setting needs to be correct in order for LUCS to create endpoints necessary for any call / mail service. LUCS relies on this setting to establish those entries by itself.
Changing this setting at a later point will update all related endpoints automatically during the next synchronization cycle. The refresh is immediately triggered, but can take 30-60 minutes to be fully propagated. To speed this up, you can restart the LUCS CIC service after changing this setting.
Failover Pool Awareness
With its pool awareness feature LUCS creates a failover to survive a branch outage. Configuring a redirection pool allows for multiple endpoints to take over calls in case the LUCS ICH service or SfB Frontend gets unavailable.
As an example, the hierarchy of pools can be represented as follows:
The 'Frontend Pools' page is accessible on via Webconfigurator -> Topology section -> Frontend Pools
A Frontend pool cannot be deleted if it is already assigned to a → trusted application pool.
Trusted Application Pools
The 'Trusted Application Pools' page allows you to define one more multiple trusted application pools if you set them up earlier.
The page can be accessed via Webconfigurator -> Topology section -> Trusted Application Pools :
The 'Trusted Applications' page allows you to configure the trusted application endpoints which you previously created during LUCS setup using the "Register Trusted Applications Script".
IMPORTANT: The trusted applications definition and configuration must be performed by the instructed LUCS system administrators. Other LUCS users should not make any changes on this tab, because they may interfere the proper work of the contact center.
For every TrustedApplicationPool a new set of TrustedApplications has to be created. Each Trusted Application Pool can contain at most one application for AC, one for CR, one for ICH and one for MM.
Access this page via Webconfigurator -> Topology -> Trusted Applications:
Each Trusted Application has the following settings:
Enter the name of the application.
Enter the port number of the application.
Enter the user agent.
Format: name (without urn:application)
Select a trusted application pool of the component.
Select from the drop down the system component, can be one of the following types:
Precondition: Requires trusted applications defined and assigned to a pool. See previous chapters.
After the trusted applications are configured you need to specify Server details:
- The machine where the installed main LUCS components were installed and their services are running on. In most cases this also includes the machine where LUCS Frontend (IIS) is running.
- The SfB Frontend Server on which the LUCS Trusted Application Pool is assigned to
You can access this page via Webconfigurator-> Topology -> Server
The name of the server
The IP address of the server in format : i.e 184.108.40.206
A fully qualified domain name of the server in format: i.e. name.domain.com
The predefined set of Trusted Application Pools configured in the system.
See WebConfigurator -> Topology -> Trusted Application Pools
The 'Components' tab contains LUCS Component settings.
The page is accessible via Webconfigurator > Topology Section > Components:
Component contains the following settings:
Component name. It has the following format: ServerName@SystsemInstance.
Instance of server where a specific component is installed.
Set of component settings. Each of the following LUCS System Components has its own set of individual properties.
Properties are explained on the LUCS System Components pages in their respective "Configuration" sub-chapters:
The following components do not have settings:
The component default values can be adjusted in case you need to add multiple components for fallback purposes. By doing so, you don't need to set the values each time and simplify the process of the LUCS components setup. (→ also see previous chapter)
The 'Component Defaults' page is accessible on Webconfigurator -> Topology section -> Component Defaults
The 'Settings' page has the following settings:
Hide customer data from logs
Disabled by default
The setting doesn't affect LUCS Service Parameters with 'IsSensitive' flag.
Please be aware that enabling this setting will make analysis of logs difficult as no specific customer or unique event can be distinguished anymore.
Restrict Customer Journey in conversation context to the same contact object
The option changes the Customer Journey information that is displayed in conversation context to Agents:
Disabled by default
|Report agent states only for agents in duty profile|
Use this to reduce reporting load on the system
Disabled by default
Active Directory Settings
Use windows service account
Enabled by default
A CIC service restart is required when changing this setting.
Username / Password
Only when using windows service accounts:
Username and password of the account that will be used instead of network service account.
Frontend KPI Calculation
KPI settings define how the KPI Calculation is done. This has impact on the following areas of LUCS:
- Widgets in both Dashboard, LUCS Web FrontEnd will adapt displayed metrics (inside / outside SLA) according to the calculations chosen.
- Historic Reporting will use raw data, so the settings chosen below will not affect this.