All LUCS-configured SfB (Skype for Business) services are responsible for handling IM Chats, Audio and Video calls. Once a conversation is accepted by the service it is handled according to the configured workflows, distribution policy, Agent / User traits and specific service settings described on the following pages.

Service-Setup Checklist

Types of Services

LUCS distinguishes by two types of services :


Common Service Data Entities

To save time when Defining Call Service Details or configuring your Mail Services we recommend reading the Common Service Settings chapters first. In there we list re-usable elements that save you time during later (additional) configuration.

Service Tab Overview

WebConfigurator - Services

The 'Services' tab provides the possibility to define the Services in the LUCS system and manage Service configuration. Service details can be edited on the following tabs which are displayed upon selecting an appropriate Service

(info) Unlike SfB services, mail services do not have workflows. Incoming emails are handled according to the configured distribution policy, traits and service settings.

Bulk Edit of Services

You can bulk-edit services of the same type by multi-selecting them in the list before changing their properties. Matching properties in between selected services are shown in green while mismatches are shown in yellow, getting unified to your current selection when you save changes.

Bulk Edit works for all service related tabs:

... as well as for Mail Services in the same manner respectively.


(lightbulb) Selecting either service type will automatically rule out the other for multi-select. The "Select All" option will react accordingly, selecting services of the same type.

Please read before bulk-editing your services

Bulk editing is a powerful feature. A few points to keep in mind:

  • Changes are applied to all settings (General, Workflow, Context, etc.) tabs simultaneously and effective immediately.
  • Perform only select changes at a time. Many changes at once can potentially render your services inoperable as there is no "undo" feature. 
  • Bulk changes to elements that adhere to an order (e.g. Task Completion Codes and Cross-selling Codes) will have their order applied for ALL bulk-edited services. This will also override potential previous code orders on those services.

About Organization Units and NPDs (Non-Path Dependencies (warning))

  • The bulk compare feature will check if bulk-edited services have individual access to Common Service Settings elements, each according to their Organization Unit affiliation.
  • Entries with non-path dependencies (e.g. Codes getting their Organization Unit affiliation changed in a live-environment) are also sortable, but:
    • ... the bulk-edited Services will not get access through this bulk-edit and not show new entries after saving, as they didn't have said access before.
    • ... vice-versa you cannot enforce new non-path dependencies by combining elements in bulk edit.

(tick) We recommend to check your individual service settings after doing a bulk change to manually re-apply any settings lost during the bulk-change.

(tick) A non-path dependency (NPD) should be resolved by assigning the source element (e.g. a code) to the proper Organization Unit so all services have unrestricted access to it.