Conversation Context

LUCS allows to extend functionality of a SfB conversation window by creating a conversation context to be added to a conversation.

Add new Context

You can add new context by clicking ‘+Add‘ or edit any existing entry in the list.

The ‘Conversation Context’ page is accessible on Settings -> Service -> Conversation Context:

Conversation Context details

Note that the parameters are different for call and mail services respectively. The properties for each are explained in the following chapters.

Call Service Context Parameters

The table of settings for a call service:

Field Name	Description
Name	Conversation Context clear name to show within LUCS
Organization Unit	Select Organization Unit to which the Conversation Context will be assigned and accessible to.
Application GUID	Application GUID is a random unique number that is needed to identify the contextual application. → A GUID is generated and set automatically after the addition of a new Conversation Context.
Internal URL and External URL	The internal URL of the Conversation Context is required for applications running inside the Conversation Window Extension. Specifies a context application URL in the Microsoft SfB Server domain. The external URL is used when a client signs in from outside the SfB domain. The application detects automatically which URL to use, InternalURL or ExternalURL, based on the client location. This entry also accepts the three optional parameters. Path to website in format http:// + ip or DNS of the machine where client installed + port number. Parameters in URLs To use the parameters and their values in the URL add %AppData% part to the link. Example: "http://machine.dev.local/help/urlparser%AppData%." Parameters have to be added to Parameter List section and defined in Parameter Pattern fields.
Application Path	Specifies the path of a desktop application. When left empty, no start link will be shown. This field is required for desktop applications and usually left empty for Mail Services context.
Install Link	Specifies a URL pointing to an installation file that you provide. A clickable link displays if a package is not installed on the receiving computer. Usually left empty for Mail services.
Windowsize Type	Sets the minimum size (in pixels) of the Conversation Window Extension: Small: 300 x 200 pixels, Medium: 400 x 600 pixels Large: 800 x 600 pixels. LRG windowsize is preferable for Mail services.
Type	Possible values are WEBSITE or APPLICATION (.exe). WEB is used primarily within LUCS. Preferable for Mail services.
Is Default Context	Specifies whether this package is the default package for all unassigned calls. Preferably left unchecked for Mail services.
Open in Standard Browser	Opens content in your standard browser window: ‘At Ring’ when a call reaches an agent. ‘At Answer Call’ when a agent answers the call (is set by Default).
Trigger for Task Type	Select types of tasks for which Conversation context will be opened: Inbound Service Outbound Service Callback Only available when when 'Standard Browser' is selected: External tasks Internal Consultation Service Context
Parameter Pattern	A list of parameters that will be used in contextual conversation. Actual values stored in those parameters will be shown to an agent. Has to be set in the following key-value pair format: '?parameter1Name.Key=parameter1Name.Value& parameter2Name.Key=parameter2Name.Value&…' All parameters to be used have to be added to parameter list field using the . Also see the example above in "Internal / External URL"
Parameter list	List of parameters is used in pattern. Usually is empty for Mail services.

Mail Service Context Parameters

The table of settings for a Mail Service :

Field Name	Description
Name	Any unique name
Application Guid	Any Guid
Internal URL	Path to website in format http:// + ip or dns of the machine where client installed + port number
External URL	Path to website in format http:// + ip or dns of the machine where client installed + port number
Application Path	Empty
Install Link	Empty
Windowsize Type	LRG
Type	WEBSITE
Is Default Context	‘false’
Parameter Pattern	?parameterName.Key=parameterName.Value
Parameter List	Empty
Add Parameter	Empty

Applying Context to Services

Your defined conversation Context is selectable within within your Service Call Context tab when configuring your services.

Applying Context in your Service

Delete Context

If any service is using the context, the ‘Delete’ button is disabled. You need to delete the conversation context from the services before being able to delete.

Mouse over the "Delete" button to see a list of services where this context is used.