Upon clicking on a call service, details can be edited on the "General Information" tab. 

Service General Information Tab

The 'General Information' tab contains the following settings:

Most of the fields may appear grey / inactive as we configure the details for you during the assisted steps in the Getting Started section.

Control Name

Description

Full screen mode

  Full screen mode icon allows to expand details page on the whole screen. The application menu and service list will be hidden.

Name

A (unique) Service name.

Organization Unit

Lists all the organization units available in the system.

(tick) An organization unit should must be pre-configured on WebConfigurator -> Settings -> Organization Units before being available for selection

  • The selected organization unit determines a wide range of resources available to the teams and services, such as not ready reasons (NRR) made available to agents assigned to that service.
  • The selected organization unit is also relevant for reporting

Max.Concurrent Sessions

This value determines the maximum amount of concurrent sessions in a service. 

(warning) If the max. amount is exceeded – ICH will decline all additional incoming calls/chat messages. By default no limited is set.

  • If selected, then input area becomes editable and set to '1' by default.
  • If deselected, then input area is disabled and set to '0'. 

Opening Hours Box

The mailbox from which the calendar events will be used for Stand By Duty or Service Opening Hours.

(tick) Precondition: To see something in this selection you need to configure Mailboxes via WebConfigurator -> Topology -> Mailboxes and may need to provide Credentials as part of Topology Settings during LUCS setup. Alternatively you can define LUCS internal Opening Hours as part of the common service settings without the need of setting up a separate Mailbox for the opening hours. 

Opening Hours - Selection of internal definitions or exchange calendar

Culture

Select culture to define in which language the announcements will be made.

Preconditions

Preconditions

Message Configuration

Message configuration that will be used in IM conversations for the service.
It can be configured on WebConfigurator -> Settings -> Services -> Messages

Skype for Business Section


Display Name

Unique Service name that will be shown on SfB Client.

SIP URI

Service SIP URI.

Valid values must be defined in the following way: '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 Service.

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

Telephone URI

Global telephone number to be assigned to the service.
Use the format 'tel:+PhoneNumber' or 'tel:00PhoneNumber'

Tel SIP URI

Local telephone sip uri that is assigned to the service.
Use the format 'sip:ShortPhoneNumber' with or without the domain name.

Trusted Application

Select with which trusted application the service will work.
(warning) Note: if the trusted application is changed during a call, the call gets terminated.
(tick) Preconditions: The trusted applications and trusted application pools must be configured on the 'Trusted Applications' page when configuring the Topology Settings.

Disable Service Call Forwarding

  • Set to 'true' to avoid having forward settings of an agent being applied to service calls. (info) This is default enabled.
  • Set to 'false', to apply the agent forward settings to service calls.

Conference: Warmup Count

For each service admin can set the 'Conference:Warmup Count' value and for new conversations the ICH will use one of the available warmed up conferences.
If warmed up conferences are not available, the ICH tries to make a new conference during the specified time in the Check Warmup Conferences Interval on the Web Configurator -> Settings -> Topology section -> Components page setting.
By default, the value is set to '0'.

If the value of the setting is 0, this means that no warmup conferences are present in the system.

Record Conversations

  • Set to 'false' if recording of conversations is not necessary.
  • Set to 'true' to record the conversations.
    The Verba third party component is used for this feature.

Send IM keep Alive Messages

  • If enabled, the system sends a signal after every 10 minutes of inactivity that allows to keep IM session runing.
  • If disabled, after 10 minutes of inactivity an  IM session  is terminated.
    By default the flag is disabled.
Enable Service for Conversation as a Service

Allows this service to be used by Agents to initiate a call on behalf of a service name via SfB Client. 

(info) Works for Call Services only and only if target is PSTN.

(question) Learn more on Conversation as a Service  and how to use this feature.

Policy Section


Voice Policy

Allows you to configure the SfB Server voice policy that is assigned to the Service endpoint.

  • If nothing is selected in 'Voice Policy' field, a default policy on "Global" level is assigned to the service.

External Access Policy

Shows the external SfB access policy that is assigned to the service endpoint. 

  • If nothing is selected in 'External Access Policy' field, a policy from Site level is assigned by default to the service.
  • If there are no policies created on Site level, then a policy from Global level is used.


Presence Section


Default Presence State

Choose the default SfB state for the service.

(info) Will be used as fallback if nothing is defined for 'Direct Selectable', 'No One Available', 'In Time Available' fields.

Direct Selectable

Allows you to define the presence state of the service if at least one agent from the first distribution group is selectable. Also see → Distribution Policy

(lightbulb) 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'
    or
  • at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'AGENT IN SfB STATE "BUSY" IS' is set to 'Selectable'
    or
  • at least one agent from the first distribution group is 'Busy' and in Agents -> General Information the 'IN MEETING STATE' is set to 'Selectable'

    WebConfigurator - Agents Presence State

No One Available

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

In Time Selectable

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

Picture URL / Preview

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

Publish as Automaton

(tick) Preconditions: the service must be added to the SfB client contact list.

  • Set to 'false' to make the service selectable as a Forward target in the SfB client.
  • Set to 'true' to make the service not selectable as a Forward target in the SfB client. (info) Set to true by default. 
Service Tab fields legend