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.

(lightbulb) Items on this page are sorted in a recommended chronological order that makes the configuration process the most efficient.

Frontend Pools

On the 'Frontend Pools' page you need to define the SfB Frontend Pool FQDN. 

Required Setting

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.

(tick) 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

Topology - Frontend Pool FQDN

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 :

Topology - Trusted Application Pools

Trusted Applications

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".

(warning) 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:

Topology - Trusted Applications

Each Trusted Application has the following settings:

Control Name



Enter the name of the application.
(info)  Can be found on your SfB Server machine in the ' Microsoft SfB Server Control Panel -> Topology -> Trusted Application.

Format: urn:application:name
Example: urn:application:brown_agentcontrol


Enter the port number of the application. 
(info)  Can be found on your SfB Server machine in the ' Microsoft SfB Server Control Panel -> Topology -> Trusted Application.

Example: 6300

User Agent

Enter the user agent. 
(info)  Can be found on your SfB Server machine in the ' Microsoft SfB Server Control Panel -> Topology -> Trusted Application.

Format: name (without urn:application)
Example: brown_agentcontrol

Application Pool

Select a trusted application pool of the component.
(tick) Needs to be configured via Topology -> Trusted Application Pools

Server Type

Select from the drop down the system component, can be one of the following types:

  • AC = Agent Controller (for updating presence states on SfB Server)
  • CR = Conversation recorder for voice recording steps in workflows
  • ICH = Internet Conversation Handler for establishing calls
  • MM = for handling exchange calendars and mailboxes


(tick) 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: 

You can access this page via Webconfigurator-> Topology -> Server

Topology - Server Settings - IP and FQDN

Control Name



The name of the server

IP Address

The IP address of the server in format : i.e


A fully qualified domain name of the server in format: i.e.

Application Pool

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:

Topology - Component Defaults

Component contains the following settings:

Control Name



Component name. It has the following format: ServerName@SystsemInstance.
'ServerName' is replaced with server type once it is selected in 'Server Type' drop down.
(info) 'SystemName' is replaced with the system instance name once it is selected in 'System Instance' drop down.

Server Type

Component type.

Activity Order

System Instance

Instance of server where a specific component is installed.

Server Configuration

Set of component settings. Each of the following LUCS System Components has its own set of individual properties.   

(info) Properties are explained on the LUCS System Components pages in their respective "Configuration" sub-chapters:

(lightbulb) The following components do not have settings:

  • AM
  • LM
  • PS

Component Defaults

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

Topology - Component Defaults

System Settings

Topology - System Settings

The 'Settings' page has the following settings:

Control Name


Hide customer data from logs

Shows / Hides customer data. Also see: → Logfile Anonymization and Sensitive Parameters

(info) Disabled by default

(info) 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:  

(info) Disabled by default

  • 'true' to show on the last service that the customer was connected to
  • 'false' to show all involved transfer services for this call
Report agent states only for agents in duty profile

Use this to reduce reporting load on the system

(info) Disabled by default

  • 'true' to only report agent states for agents that use a non "off-duty" Profiles
  • 'false' to report agent states for agents in both currently in duty and off-duty profiles

Active Directory Settings

Control NameDescription

Use windows service account

(info) Enabled by default

  • 'true' to use windows service account to run CIC and query the Active Directory for the user currently logging in.
  • 'false' to use the configured CIC account for the LDAP-access.

(info) A CIC service restart is required when changing this setting.

Username / Password

(tick) 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 DashboardLUCS 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.
Control NameDescription



  • AcceptedInSla / TotalAcceptedByAgent
  • InSlaCount (AcceptedInSla + LostInQueueInSla) / TotalCount (Accepted + LostInQueue)
  • AcceptedInSla / (Queued - LostInQueueInSla)

Abandoned Rate


  • LostInQueue / TotalCount (Accepted + LostInQueue)
  • LostInQueueNotInSla / (TotalQueued - LostInQueueInSla)


  • ServiceTaskAccepted/(ServiceTaskAccepted + LostInQueue)
  • (ServiceTaskAccepted+LostInQueueInSLA)/(ServiceTaskQueued)

Done with the basic topology settings?

Also read the Situational Topology Settings page when you need to: 

  • configure Tenants and Mailboxes?
  • use the LUCS API for your own applications?
  • have external Systems to connect to during your calls?