The SMD service is a SfB server application which is responsible for detecting agent related SfB actions and for the busy on busy feature. This component has to be installed on all SfB FE machines.

Installation

  1. Run the SMD.Setup.msi on the SfB server
  2. On the Luware-LUCS-SMD Configuration Settings screen of the setup pay attention to fill the
    1. Instance Name
    2. Port number
    3. SfB Server Version
    4. 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-SMD 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 SMD will use while connecting to PS. The server settings are used to validate another services when they try to connect to SMD.

    example of filled Luware-LUCS-SMD Server Certificate Settings screen
    Settings DescriptionValue
    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-SMD\log\connectionIssues.log’.

Open Services and start the installed service.

Check that the service is successfully started without any errors in Event Viewer or in the log file
c:\Program Files\Luware AG\LUCS-SMD\log\regularLog.txt


Configuration

Open WebConfigurator -> Topology -> Components (Server)

Add SMD component as it is shown in the example (select the SMD Server Type, System Instance, Activity Order and fill the service’s Settings according to the table below):

Example of filled SMD component


Pay the attention that "System Instances" set for SMD are the SfB Frontend servers.


Key in ConfiguratorDescription
ConnectionLivenessIntervalEnter the interval time in seconds between the keep alive pings.
ConnectionLivenessTimeoutEnter the amount of seconds the component will wait for a keep alive response.
ConnectionReconnectIntervalEnter the amount of seconds between the retries to reestablish the connection to the service.
FQDNsToFilter

Default: Empty

Allows to add multiple FQDNS, delimited by semicolon ';'

On SMD this filters calls coming from those FQDNs for "direct call tracking".

ManifestURIThis URI identifies the registered SfB server application. To get the required value


1. run Get-CsServerApplication command in SfB Server Management Shell

2. search for LUCS application

3. copy the URIproperty

MaxRetryDeprecated: Will be removed in future releases
MessageTimeoutDeprecated: Will be removed in future releases
PoolAwarenessSet to ‘true’ , to allow to redirect a call to the default endpoint address of an ICH in case of a pool failover.


By default set to ‘false’.

ReconnectTimeoutDeprecated: Will be removed in future releases
RedirectAllSipRequestToCurrentPoolEnable the option to retarget all sip requests to a service, whICH is assigned to another SfB pool, to the default endpoint of the current ICH / pool.


By default is set to false.

It doesn’t require SMD restart.

RedirectAllSipRequestToCurrentPoolResetTimeInSecDefines how long the “RedirectAllSipRequestToTheCurrentPool” option wills stay active


If Ithis value is <=0 and “RedirectAllSipRequestToCurrentPool” = true the retargeting to manual target will remain active until it is set back to false

If this value is bigger than 0 and”RedirectAllSipRequestToCurrentPool” = true, reset the flag automatically after reset time is over

By default is set to 0.

It doesn’t require SMD restart.

TrackDirectImConversations

By default set to 'true'. 

(lightbulb) During an IM chat the agent is shown as "connected" in an inbound session task, both reflected in UI and Reporting.

If this setting is set to false, IM conversations for Agents are ignored, not tracked and not considered for reporting.

 VbssSdpExtractorEnabled By default set to ‘false’.
 VideoSdpModifierEnabledSet to ‘false’ to disable video sdp adjustment.


By default set to ‘true’.