Architecture

AC

Agent Controller

• The AC monitors the agent activities and status and provides this information to the Agent Monitor (AM)​

AM

Agent Manager / Monitor

• The AMs a central component and is responsible to assign the service calls correctly and efficiently to the free agents​
• Receives information about agent status from Agent Control (AC)​
• Receives direct call information from SMD (SIP Message Dispatcher)​

CI

Calendar Integrator

• Receives and integrates opening hours from Outlook-/Exchange calendar​
• Provides information to the Interactive Conversation Handler (ICH)​

CIC

Customer Interface Connector

• The CIC component synchronizes the service settings of LUCS with the SfB server and updates the recorded services and agents with the AD information.

• Sends powershell commands to SfB to create, alter and delete service endpoints​

CR

Conversation Recording

• Records voice messages and sends them per e-mail to the mailbox defined for the respective team service ​

FE

FeCore & FrontEnd​

• FeCore: Backend Application​
• FrontEnd: Web Interface running on IIS providing the web GUI.​

ICH

Interactive Conversation Handler

• The ICH manages communication endpoints and is the interface between Lync / SfB and TM​
• He will answer calls and processes them according to the specified workflows. If a workflow element f.e. is not enabled (“xxxx:Enabeld” = True) the ICH will skip this element​
• To successfully transfer a call to an agent, the ICH asks the Agent Monitor (AM) for free agents​

Mail Manager Service

also known as
Mail Manager Client

A service that handles the full cycle of email activities in a contact center, for example: 

• Email distribution to available agents according to their traits and responsibilities,
• Exchange integration
• Monitoring of Mailboxes

Client:  Silverlight Application for post calls. Allow agents to answer incoming E-Mails directly within SfB

PS

Persistence Service ​

• Acts as intermediate between all LUCS components and the SQL server (has a connection to all components)​
• Stores and distributes the actual configuration to all components​
• Writes all data (including reporting data) into the DB ​

The SMD is running on the front-end of the Lync Server and forwards all relevant LUCS/TeamManager SIP messages to the AM. Relevant Request/Response messages are messages from team members which establish a call.

The SMD is responsible for detecting team member related Lync / SfB actions and for the busy on busy feature.​