Upon clicking on a call service, details can be edited on the "General Information" tab.
This tab contains the following settings.
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.
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.
Lists all the organization units available in the system.
An organization unit should must be pre-configured on WebConfigurator -> Settings -> Organization Units before being available for selection
This value determines the maximum amount of concurrent sessions in a service.
If the max. amount is exceeded – ICH will decline all additional incoming calls/chat messages. By default no limited is set.
Opening Hours Box
The mailbox from which the calendar events will be used for Stand By Duty or Service Opening Hours.
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
Message configuration that will be used in IM conversations for the service.
Skype for Business Section
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'.
Determines which trusted application the service will use.
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.
You can retrieve the Tenant ID from your SfB backend Administrator
Global telephone number to be assigned to the service.
Tel SIP URI
Local telephone sip uri that is assigned to the service.
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.
|Transfer over API Timeout|
Setting only available to SysAdmins and Admins.
Default: 20 seconds. Allows values between 5 and 300, mandatory.
|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.
Disable Service Call Forwarding
|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.
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|
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.
Determines how incoming IM (Instant Messages) are to be handled by the system:
|IM Session Timeout|
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
Only applies for Legacy "IM handling". Does
By default the flag is disabled.
Allows you to configure the SfB Server voice policy that is assigned to the Service endpoint.
External Access Policy
Shows the external SfB access policy that is assigned to the service endpoint.
Default Presence State
Choose the default SfB state for the service.
Will be used as fallback if nothing is defined for 'Direct Selectable', 'No One Available', 'In Time Available' fields.
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
It is recommended to choose the 'Available' state.
The 'Direct Selectable' state is shown when:
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
Preconditions: the service must be added to the SfB client contact list.