Upon clicking on a call service, details can be inspected on the "General Information" tab. 

(info) For Mail Services this panel has slightly different options.

Service General Information Tab

General Information Properties

The 'General Information' tab contains the following settings:

Control Name

Description

Full screen mode

Full screen mode icon allows to expand details page on the whole screen. The application menu and service list will be hidden.

Name

A (unique) Service name.

Organization Unit

Lists all the organization units available in the system.

(tick) An organization unit should must be pre-configured on WebConfigurator -> Settings -> Organization Units before being available for selection

  • The selected organization unit determines a wide range of resources available to the teams and services, such as not ready reasons (NRR) made available to agents assigned to that service.
  • The selected organization unit is also relevant for reporting

Max.Concurrent Sessions

This value determines the maximum amount of concurrent sessions in a service. 

(lightbulb) By default no limit is set.

(warning) If the max. amount is exceeded ICH will decline all additional incoming calls/chat messages. 

  • If selected, then input area becomes editable and set to '1' by default.
  • If deselected, then input area is disabled and set to '0'. 
Max. Queued External Tasks

Limits the amount of allowed external tasks (e.g. created via LUCS API) to an allowed maximum. 

(lightbulb) By default no limit is set.

(warning) If the max. amount is exceeded the API will decline all additional external tasks until the existing ones are resolved.

Opening Hours Box

The mailbox from which the calendar events will be used for Stand By Duty or Service Opening Hours.

(tick) Precondition: To see something in this selection you need to configure Mailboxes via WebConfigurator -> Topology -> Mailboxes and may need to provide Credentials as part of Essential Topology Settings during LUCS setup. Alternatively you can define LUCS internal Opening Hours as part of the common service settings without the need of setting up a separate Mailbox for the opening hours. 

Opening Hours - Selection of internal definitions or external calendar

Culture

Select culture to define in which language the announcements will be made.

Preconditions

Preconditions

Message Configuration

Message configuration that will be used in IM conversations for the service.
It can be configured on WebConfigurator -> Settings -> Services -> Messages

Skype for Business Section


Display Name

Unique Service name that will be shown on SfB Client.

SIP URI

Service SIP URI.

Valid values must be defined in the following way: 'sip:servicename@domain name'.

Tenant ID

Sets the SfB Tenant ID, under which the SfB Endpoint will be created or assigned. This will steer the availablity of the SfB Endpoint for the Service.

(tick) You can retrieve the Tenant ID from your SfB backend Administrator

Telephone URI

Global telephone number to be assigned to the service.
Use the format 'tel:+PhoneNumber' or 'tel:00PhoneNumber'

Tel SIP URI

Local telephone sip uri that is assigned to the service.
Use the format 'sip:ShortPhoneNumber' with or without the domain name.

Trusted Application

Select with which trusted application the service will work.
(warning)  Note: if the trusted application is changed during a call, the call gets terminated.
(tick) Preconditions : The trusted applications and trusted application pools must be configured on the 'Trusted Applications' page when configuring the Topology Settings.

Disable Service Call Forwarding

  • Set to 'true' to avoid having forward settings of an agent being applied to service calls. (info) This is default enabled.
  • Set to 'false', to apply the agent forward settings to service calls.
Dialout to Agent over PSTN

When enabled Calls on the service performs a dialout to the SIP-Address or to the LineUri of the agent

By default this option is not active (existing behavior remains unchanged). Please get in contact with Luware Support as enabling PSTN Dialout to your Agents requires further prerequisites to be met.

Behavior

    • If the user has a PrivatelineUri, use this as a target for the PSTN dial-out.
    • If the user doesn't have a phone number defined, the dial-out is made to the SIP address - regardless of config.
    • If the current Service doesn't have a phone number (e.g. after transfers in the workflow, virtual or not) →  impersonate the incoming Service (if it has a phone number) to make the dial-out to the agent via PSTN

(info) Dialouts to PSTN work only for AudioCalls. IM conversations always go to the SIP Address of the Agent.

Calls transferred by the Agents to external targets will
  • Stay in the system - Tracking of the call for reporting continues. A dial out to the target will be made →  the Agent stays blocked by the conference until either the target picks up or the transfer is aborted. 
  • Leave the system - Tracking is ended and reporting is concluded. The call is considered as transferred, the conference is ended and outside of LUCS control. → The Agent is free to take new tasks.

    When picking "Leave the System"

    Note that  LUCS can't track attended external transfers and the call will never "return" to the agent in case the transfer target doesn't accept.

    Another scenario of lost calls applies when valid PSTN numbers a used for transfer, but can't be reached (e.g. number not associated with an actual user). In this case the call is instantly terminated and will not return.

Conference: Warmup Count

For each service admin can set the 'Conference:Warmup Count' value and for new conversations the ICH will use one of the available warmed up conferences.
If warmed up conferences are not available, the ICH tries to make a new conference during the specified time in the Check Warmup Conferences Interval on the Web Configurator -> Settings -> Topology section -> Components page setting.
By default, the value is set to '0'.

If the value of the setting is 0, this means that no warmup conferences are present in the system.

Transfer Over API Timeout

Default: 20 seconds, allowed between 5 and 300s.

Allows to change the transfer timeout in a transfer request made via API.

(info) When a transfer is initiated over the API, the TransferOverApiTimeoutInSec overrules the transfer configuration on the Service

Record Conversations

  • Set to 'false' if recording of conversations is not necessary.
  • Set to 'true' to record the conversations.
    The Verba third party component is used for this feature.

Send IM keep Alive Messages

  • If enabled, the system sends a signal after every 10 minutes of inactivity that allows to keep IM session runing.
  • If disabled, after 10 minutes of inactivity an  IM session  is terminated.
    By default the flag is disabled.
Enable Service for Conversation as a Service

Allows this service to be used by Agents to initiate a call on behalf of a service name via SfB Client. 

(info) Works for Call Services only and only if target is PSTN.

(question) Learn more on Conversation as a Service and how to use this feature.

Policy Section


Voice Policy

Allows you to configure the SfB Server voice policy that is assigned to the Service endpoint.

  • If nothing is selected in 'Voice Policy' field, a default policy on "Global" level policy is assigned to the service.

External Access Policy

Shows the external SfB access policy that is assigned to the service endpoint. 

  • If nothing is selected in 'External Access Policy' field, a policy from Site level is assigned by default to the service.
  • If there are no policies created on Site level, then a policy from Global level is used.


Presence Section


Default Presence State

Choose the default SfB state for the service.

(info) Will be used as fallback if nothing is defined for 'Direct Selectable', 'No One Available', 'In Time Available' fields.

Direct Selectable

Allows you to define the presence state of the service if at least one agent from the first distribution group is selectable. Also see → Distribution Policy

(lightbulb) It is recommended to choose the 'Available' state.

The 'Direct Selectable' state is shown when:

  • at least one agent from the first distribution group is 'Available'
    or
  • at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'AGENT IN SfB STATE "BUSY" IS' is set to 'Selectable'
    or
  • at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'IN MEETING STATE' is set to ' Selectable'

    WebConfigurator - Agents Presence State

No One Available

Select SfB state the service will have if all agents are offline.

In Time Selectable

Select SfB state the service will have if all agents from the first distribution group are busy or away.

Picture URL / Preview

URL of the picture that will be shown in SfB client.

Publish as Automaton

(tick)  Preconditions: the service must be added to the SfB client contact list.

  • Set to 'false' to make the service selectable as a Forward target in the SfB client.
  • Set to 'true' to make the service not selectable as a Forward target in the SfB client. (info) Set to true by default. 
Service Tab fields legend