The AM service is an active – passive component and is responsible for the agent and direct call tracking. This service has to be installed on all LUCS server machines.

Component compatibility

This component interacts only with specific versions of AA - Agent Assistant. Please check the following compatibility matrix:


VersionsLUCS
AA 3.2
LUCS
AA 3.3
LUCS
AA 3.4
LUCS
AA 3.5

Stratus 
AA 3.3
Stratus 
AA 3.4
Stratus 
AA 3.5
AM 3.5(error)(error)(error)(tick)
(error)(tick)(tick)
AM 3.4(error)(error)(warning) (tick)
(tick)(tick)(tick)
AM 3.3(error)(tick)(tick)(tick)
(tick)(error)(error)
AM 3.2(tick)(tick)(tick)(error)
(error)(error)(error)
AM 3.1(tick)(tick)(error)(error)
(error)(error)(error)
AM 3.0(tick)(error)(error)(error)
(error)(error)(error)

Required config tweak for TCC

A config option has been added for V3.4 of Agent Assistant setup to ensure compatibility.

FeatureAcceptedByCustomer=true
CODE

When using TCC in with the config option "FeatureAcceptedByCustomer=false" Agents can get TCC errors or TCC to appear randomly.

Note that AM/AA components above are stated in major version milestones only. Smaller patches and hotfixes result in new build revision numbers. 

Example: 3.4.0421.08303  

(lightbulb)Always refer to the latest release notes for any hotfixes made to components. During your regular maintenance we always recommend to update your components to the respective newest build to ensure compatibility.

(question) = Gathering input / not yet confirmed


LUCS AA AM Compatibility Matrix

Installation

  1. Run the LUCS.AM.Setup.msi
  2. On the Luware-LUCS-AM Configuration Settings screen of the setup pay attention to fill the
    1. Instance Name
    2. Port number
    3. Configure Certificate Security
  3. For security reason LUCS provides possibility to use certificate-based encryption and verification during the components communication. To configure certificate based authentication, select ‘Configure Certificate Security’ check box and press ‘Next’ button to open a page with server certificate settings.

    Example of filled Luware-LUCS-AM Configuration Settings screen
  4. If ‘Configure Certificate Security’ check box was set to true, configure the server and client certificate settings as the next step. The client settings specify which settings AM will use while connecting to PS. The server settings are used to validate another services when they try to connect to AM.

    Example of filled Luware-LUCS-AM Server Certificate Settings screen
SettingsDescriptionValue
ModeTransfer security modes offered by WCF to ensure a secured communication between a client and a server.None : This mode ensures that no security is applied while communication between server and client.

Transport: As the name suggests, it is concerned with security of communication between a client and a service over a network protocol. It guarantees the confidentiality and integrity of messages at transport level since transport security secures the entire communication channel.

Validation ModeThe mode that specifies how incoming certificate is validated and how trust is determined .None: In this mode no validation is perfomed.

ChainTrust: : In this mode WCF simply validates the certificate against the issuer of a certificate known as a root authority (the expiration time is checked too).

PeerTrust: In this mode WCF simply checks if the incoming certificate is installed in the Trusted People folder in the certificate store (the expiration time is checked too).

PeerOrChainTrust: Mixed mode.

Is DedicatedThe flag that defins which certificate is used for encryption.False: Encryption is done with default certificate. It means that certificate with the hostname of the machinefrom the Personal Store is used on server side.

True: Encryption is done with a dedicated certificate. It means there is  possibility to configure identifier (thumbprint) of the certificate.

ThumbprintThe thumbprint is a hash value computed over the complete certificate, which includes all its fields, including the signature.→  See Prepare Certificate Thumbprint


Note: The system reports all errors related to  connection or certificate issues to a log file ‘C:\Program Files\Luware AG\LUCS-AM\log\connectionIssues.log’.

  • Open Services and start the installed service.
  • Check that service is successfully started without any errors in Event Viewer or in the log file

c:\Program Files\Luware AG\LUCS-AM\log\regularLog.txt

Configuration

In the WebConfigurator application:

  • Open -> Topology -> Components 
  • Add AM component as it is shown in the example (select the AM Server Type, System Instance, Activity Order and fill the service’s Settings according to the table below):

    WebConfigurator - AM Component Configuration