Please note that these services need to be setup as tenants first. → See User and Access

Mail Services are created similar to Call services. Their configuration tabs however differs, as explained below.

General Information tab

Upon clicking the Mail service, 'General Information' tab is opened with the detailed service information:

Mail Service Tab Overview


'General Information' tab contains the following settings:

Control Name

Description

Name

Unique Service name.

Organization Unit

Shows all available organization units in the system.
Selected organization unit defines a list of not ready reasons that are available for an agent belonging to a service and a list of TTS Language Definitions that are used in specific Workflow Components.
It is also used for composing reports.

Mail Box

Select preconfigured recording definition and mailbox which will send recorded messages. Works along with a specific workflow instance.
the configurations for the feature work should be made also in
LUCS Configurator -> Services -> Recording
LUCS Configurator -> Topology -> Credentials

Opening Hours Box

Select a mailbox from which the calendar events will be used.
Value is used for Stand By Duty or Opening Hours.
Pre-conditions: Mailbox should be configured earlier on LUCS Configurator -> Topology -> Credentials tab

Culture

Select culture to define in which language the announcements will be made.
(The same language should be used in Workflow Instance).
(Appropriate Microsoft Server Speech services have to be installed).

Skype for Business


Display Name

Unique Service name that will be shown on SfB Client.

SIP URI

Service SIP URI.
Valid value should be presented as '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 SfB Users.

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

Trusted Application

Select with which trusted application the service will work.
Note: if trusted application is changed during the call, the call becomes terminated.
Pre-conditions: The trusted applications and trusted application pools should be configured earlier on LUCS Configurator -> Topology tab

Presence


Default Presense State

Choose the default Lync state for the service. It will be used if nothing is selected for 'Direct Selectable', 'No One Available', 'In Time Available' fields.

Direct Selectable

Select the Lync state the service will have if at least one agent from the first distribution group is selectable.
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';
  • at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'AGENT IN LYNC STATE "BUSY" IS' is 'Selectable';
  • at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'IN MEETING STATE' is 'Selectable'.

No One Available

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

In Time Selectable

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

Picture URL

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

Picture Preview

Preview of the picture.

Mail Service general fields legend