The Agent Assistant (AA) is an additional LUCS client application installed on Agent PCs. It allows Agents to manage their settings, i.e. Profiles, Presence States, Not Ready Reasons, by themselves without the need to be signed into the LUCS Frontend. This chapter handles the AA configuration, needs to be applied to individual agents in order to be effective.
Manage AA Configurations
The 'Agent Assistant' configuration page allows you create configuration sets for AA application (installed on Agent PCs). Once configured to connect to a LUCS server, an AA client will automatically retrieve and apply settings, as they are assigned to individual agents.
The 'Agent Assistant' page is accessible on Settings -> Agents section -> Agent Assistant.
As Administrator you can either "Add" or open any existing Agent Assistant profile in the list, which will show details as follows:
The Agent Assistant page contains following settings:
Agent Assistant configuration name.
Select Organization Unit to which the Agent Assistant will be assigned.
Agent Assistant configuration description.
Break button during ACW
Allow ACW extension
Allow ACW cancel
Signal RONA Type
RONA notification format in Lync client:
Not-Ready-Reason Request Type
NRR setting format in Lync client:
Not-Ready-Reason Request Type: Time
Allows to set duration time for Timed Answer type.
Conversations To Close
→ See chapter and table below
Allows to manage closing of conversation windows depending on a selected parameter, Conversation Context-Channel and a type of a call.
Conversation Context-Channel includes:
Other cases will be closed depending on the parameter state
A "Reset to default profile backoff time in sec" defined in short as as "reset time" to define an AA time-window (e.g. with ACW, TCC/CSC) is closed in case a connection loss. This is also used for sessions clean-up reasons.
"reset time" can be between 10sec and 60sec
This time applies when either of following scenarios in AA apply:
Enable Conversation Context Restore
Option allows to enable possibility to reopen accidentally closed conversation context during the call.
The list of added Startup Applications.
Conversations to Close Parameter
The following matrix shows expected behavior of a conversation window depending on a selected value of 'Conversations to close' parameter:
Conversation to close parameter ►
|IM||not closed||not closed||closed||closed|
|IM + CCTX||not closed||not closed||closed||closed|
|Audio/Video+CCTX||not closed||closed||not closed||closed|
IMOnly and AllServiceConversation - SfB Settings Required
To start using IMOnly or AllConversation options, tabbed conversations on Skype for Business client need to be disabled:
- Click on the cog icon at the top right of the window.
- In the left menu click on 'IM'.
- Uncheck the 'Enable tabbed conversations' check box.