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

Service General Information Tab

This tab contains the following settings.

(lightbulb) Note: Most of the fields may appear grey / locked as we configure the details for you during the assisted steps in the Getting Started section.

Control Name


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.


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


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



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.


Service SIP URI.

Valid values must be defined in the following way: 'sip:servicename@domain name'.

Trusted Application

Determines which trusted application the service will use. 
(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 beforehand.

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'


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

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.

Transfer over API Timeout

(tick) Setting only available to SysAdmins and Admins.

Default: 20 seconds. Allows values between 5 and 300, mandatory.

  • Sets the default transfer timeout when transfer are made via the Stratus Agent API (which includes Stratus Switchboard, an extension to Stratus Agent).
  • When this parameter is already included in the API request it will overrule the Service settings in this field.
Retry Agent Dialout Threshold in Seconds

MS Teams issues can lead to the fact, that Dialout to the Agent never reach the agent completely and because the MS Teams client terminates the ongoing session after a certain time. looks as if the Agent ends the conversation.
To prevent this issue, Dialouts can be retried again to the same Agent if a session terminate occurs within a defined threshold.

  • Default: disabled (empty)
  • Allow values between 5s and 60s

Record Conversations

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

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.
Dialout to Agent over PSTN

When enabled Calls on the service performs a dialout to the SIP-Address or to the LineUri of the agent

By default this option is not active (existing behavior remains unchanged). Please get in contact with Luware Support as enabling PSTN Dialout to your Agents requires further prerequisites to be met.


    • If the user has a PrivatelineUri, use this as a target for the PSTN dial-out.
    • If the user doesn't have a phone number defined, the dial-out is made to the SIP address - regardless of config.
    • If the current Service doesn't have a phone number (e.g. after transfers in the workflow, virtual or not) →  impersonate the incoming Service (if it has a phone number) to make the dial-out to the agent via PSTN

(info) Dialouts to PSTN work only for AudioCalls. IM conversations always go to the SIP Address of the Agent.

Calls transferred by the Agents to external targets will
  • Stay in the system - Tracking of the call for reporting continues. A dial out to the target will be made →  the Agent stays blocked by the conference until either the target picks up or the transfer is aborted. 
  • Leave the system - Tracking is ended. The call is consired transfered, the conference is ended and outside of Stratus Agent control. → The Agent is free to take new tasks.

Note that  Stratus Agent can't track attended external transfers and the call will never "return" to the agent in case the transfer target doesn't accept.

IM Section
IM Handling

Determines how incoming IM (Instant Messages) are to be handled by the system:

  • Via Stratus Agent Assistant, which has dedicated controls to handle and end IM sessions.
  • Legacy (default)  → IMs get distributed without further "Request" via Agent Assistant. This does only work in SfB. Teams will automatically accept IM.
  • Decline (disallow forwarding IMs to Agents via the Service)
IM Session Timeout

(warning) Only works in conjunction with using Agent Assistant.

Timeout, which ends session for customer and agent. Counting starts after the last message being sent between the participants.

Send IM keep Alive Messages

(warning) Only applies for Legacy "IM handling". Does 

(lightbulb) By default the flag is disabled.

  • If enabled, the system sends a signal after every 10 minutes of inactivity that allows to keep IM sessions alive.
  • If disabled, after 10 minutes of inactivity an  IM session is terminated.

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'
  • 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'
  • 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