Defining and using Conversation Context for Mail Services

Goal: Learn how to use CCTX for Mail services
Complexity: High
Preconditions: LUCS is installed including the LUCS Component 'Mail Manger' (separate server license for Mail manager is needed!) , at least one Mail Service is set up.

Configuring Conversation Context for a Mail Service

Step	WHERE	USER ACTION
1	Topology / 0365 & Exchange Settings	Depending on your environment add new Exchange Tenant. O356 is not supported for Mail Manager / Mail Services!
2	Topology / Credentials	Add the necessary credentials for the Exchange Tenant.
3	Topology / Mailboxes	Add a new Mailbox for the Mail Service. Credentials: Choose the credetilas configured in Step 2 Exchange Tenant: Choose Tenant configured in Step 1 Use Impersonation: Just choose this option if impersonation is configured for the Echange Tenant Account: Add the Mail-Address of the account Default Value: Not relevant for Mail-Boxes (only if also used for callender / openig hours) Organisation Unit: Choose responsible OU
4	Services / Conversation Context	Add Conversation Context (CCTX ). Name: Choose a name for the CCTX Application GUID: Provided by LUCS Internal URL: Configure URL for internal tasks External URL: Configure URL for external tasks Application Path: empty Inital Link: empty Windowse Type: Choose size of the CC window Type: Choose Web Organisation Unit: Choose responsible OU Open Standard Browser: Uncheked Trigger for Task Type: Inbound Service Parameter Pattern: No Change
5	Services / Default Answers	If wanted, default answers can be created, which are then available for the mail service to the agents.
6	Services / Services	In this step, the conversation context and the required default answers must be linked to the already existing mail service. Conversation Context: Select the correct CCTX from the Availability List on the left side by clicking on the right arrow after the selection. Default Answer: Equivalent to the selection of the CCTX in the previous step, now select all required default answers.

_UCID

_{UC LUCS Application 031}