In this section you learn how LUCS components and how they interact with each other. Below is a brief overview diagram on how the structure is accessed via supervisor or agent roles, as well as how customers interact with the system.
LUCS consists of the following components.
Agent Manager / Monitor
Customer Interface Connector
FeCore & FrontEnd
Interactive Conversation Handler
Mail Manager Service
also known as
A service that handles the full cycle of email activities in a contact center, for example:
Client: Silverlight Application for post calls. Allow agents to answer incoming E-Mails directly within SfB
|SMD||SIP Message Dispatcher|
The SMD is running on the front-end of the Lync Server and forwards all relevant LUCS/TeamManager SIP messages to the AM. Relevant Request/Response messages are messages from team members which establish a call.
The SMD is responsible for detecting team member related Lync / SfB actions and for the busy on busy feature.
Component installation is covered in the chapter: Installation and Upgrades
External System Infrastructure Access
External / Internal Server Topology