Subscribe to a Service Profile via Agent Assistant

To receive service calls, Skype for Business must be started and the agent must be signed in.

By default, the profile 'Off Duty' is set after login (this is configurable - also other profiles could be configured as default profile by admin).

The agent must actively log on to the corresponding profile via the Agent Assistant (right click on the AA icon).

  1. Right click on AA
  2. Select one of the available duty profiles.

After choosing a profile

  • Agent Assistant Profile (on the taskbar icon) will change the status from yellow to green
  • Agent starts receiving service calls.

Unsubscribe

  1. Right click on AA
  2. Choose 'Off Duty'

After unsubscribing:

  • Agent Assistant Profile (on the taskbar icon) will change the status from green to yellow.
  • Agent will no longer receive Service calls.
  • Agent is still able to receive direct calls in Lync/Skype for Business, either internal or external.

Agent (Lync/SfB) Status:

Status when Agent will receive service calls:

Available

Busy (if configured as a selectable status for your agent, this is the default)

Status when Agent won't receive service calls:

Busy (if configured as a not selectable status for your agent)

On phone

Do not disturb

Absent / RONA

Presence Status of a Service:

Available → Min. 1 person is immediately available for this service

Busy        Min. 1 person is logged in for this service, but not immediately available (e.g. busy on telephone)

Absent    → No person is logged in for this service

Agent Assistant Status:

Off Duty

Active

Not connected to LUCS

Times when calls are delivered to Agents:

  • During opening hours
    • Exception: customer calls during opening hours and remains in queue
  • Agent must be signed in to Skype for Business
  • Agent must have selected a correct LUCS profile
  • Agent must have the necessary skills/traits
    • Skills are assigned by supervisors!
  • Agent must have a headset (or an IP-phone) connected


By default the personal call forwarding in the SfB Client is ignored for service calls!