All SfB (Skype for Business) services are responsible for handling IM Chats, Audio and Video calls. Once a conversation is accepted by the service it is handled according to the workflows and distribution policy assigned to that service.

TM distinguishes by two types of services :

  • Call (SfB) services  which handle incoming calls, chats and surveys. They are directly tied to Activated Teams Page.
  • Mail services  which are responsible for emails. They require Mailboxes to be set up. 

Service-Setup Checklist

We use the settings panel to show all System parameters for inspection purposes - even those that are fixated for TeamManager. Some parameters are exclusively reserved for LUCS - our large Contact Center solution. Team Manager Service Parameters are managed through TeamManager Front End application.

Please head to the following pages to get more information:

  • Manage activated / deactivated Teams in TM Configurator : Team Management
  • Manage Service Details of Activated Teams in TM Front End: Service Details
  • Manage Service Details of Deactivated Teams in TM Front End: Add Teams Page

Services Tab

The "Services" tab provides a possibility to observe services based on" TeamServiceOnly" and "TeamService&CallGroup" team types and created by the system. The services are responsible for handling all IM Chats, Audio and Video calls

(lightbulb) TM adds or updates a service every time when a team of " TeamServiceOnly" or "TeamService&CallGroup" type is being enabled on → Team Management. All changes that are done on "Enabled Teams" tab are reflected on "Services" tab.
(lightbulb) When you have a lot of Services to configure you can filter entries via the table header.

To see all the services available in the system, open TM Configurator -> Services -> Services tab. At the top of the tab, all the available services are present. 

Service Details

Why are so many fields greyed-out?

We use the settings panel to show all  System parameters for inspection purposes - even those that are fixated for TeamManager. Some parameters are exclusive to LUCS - our large Contact Center solution and others can only be set through TeamManager Front End application.

Upon clicking a service, it's information is shown:

Field Name

Description

Name

Shows a сustom name inherited from a team name.
(info) Changes of the name that are made on TM Configurator -> Team -> Disabled Teams or TM Configurator -> Team -> Enabled Teams tabs for "Team Name" field are reflected on the service name.

Display Name

Shows a сustom name inherited from a team name.
(info) Changes of the name that are made on TM Configurator -> Team -> Disabled Teams or TM Configurator -> Team -> Enabled Teams tabs for "Team Name" field are reflected on the service name.
"Display Name" will be shown on SfB Client.

SIP URI

Shows a unique identifier that allows a user to reach a service using SIP devices such as Skype for Business.

The SIP address must use the sip: prefix as well as a valid SIP domain

Organization Unit

Shows an organization unit assigned to a service. The organization unit is created by the system.

Telephone URI

Shows global telephone number assigned to a service.
Use the format "tel:+PhoneNumber" or "tel:00PhoneNumber".

Tel SIP URI

Shows local telephone sip uri assigned to a service.
Use the format "sip:ShortPhoneNumber" with or without the domain name.

Current VoicePolicy

Shows the voice policy assigned to a team and used in a service.

Set\Remove VoicePolicy (User Level)

Shows the user voice policies assigned to a team and used in a service.

Current ExternalAccessPolicy

Shows the external access policy assigned to a team and used in a service.

Set\Remove ExternalAccessPolicy (User Level)

Shows the external access policies assigned to a team and used in a service.

Trusted Application

Shows with which trusted application a service will work.
Note: if a trusted application is changed during the call, the call becomes terminated.
Pre-conditions: The trusted applications and trusted application pools should be configured earlier on TM Configurator -> Topology tab

Traits / Set

Not in use / Read Only 

Distribution policyPredefined algorithm that determines how calls are distributed in a team (by default "longest idle first"

Opening Hours Box

Shows a mailbox assigned to a team and used in a service now.
The mailbox defines from which calendar events will be used.
The value is used for Stand By Duty or Opening Hours.
Pre-conditions: Mailbox should be configured earlier on TM Configurator -> Topology ->Credentials tab

Priority

Priority of the tasks for this service.
Set to default "Normal" by the system.

Direction TypeDetermines the type of calls logged for monitoring purposes. (default: inbound)

Workflow Instance

Shows the workflow instance assigned to a team. This workflow instance will be used by a service.

Culture

Shows culture assigned to a team. The culture defines in which language announcements will be made.
(The same language should be used in Workflow Instance).
(Appropriate Microsoft Server Speech services have to be installed).

Record Conversations

Not in use / Read Only 

DisplayName in subject (non pstn)

Set to "true" to make the agent see the name of the customer during the conversation.
Set to "false" to make the agent see the sip address of the customer during the conversation.

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.

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

Maximum Concurrent Sessions

Disabled by defualt. 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.

Additional Settings


Default Presence Status

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.

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.
Impersonate

Shows if the Conversation as a Service feature is enabled for this team. This can be set to

  • All Conversations
  • External Conversations
  • Internal Conversations
  • No Conversation
  • "No Call As Team" - Call As selection options in header bar is hidden
  • "Internal Conversations" - Target is an agent or service Sip / PhoneUri
  • "External Conversations" - Target is not an agent or service Sip / PhoneUri
  • "All Conversations" – Any target (agent/non agent)
Send Params to AA-CRM-Modules

Direct Selectable

Shows the Lync state the service will have if at least one team member is selectable.
It is recommended to choose the "Available" state.
The "Direct Selectable" state is shown when

  • at least one team member is "Available"
  • team member is "Busy" and in TM Configurator -> Agents -> Agents the "Agent in SfB State "Busy" is "Selectable"
  • agent is "Busy – In a meeting" and in TM Configurator -> Agents -> Agents the "Agent in SfB State "Busy – In a meeting" is "Selectable"
In time selectableShows Lync state the service will have if all agents are busy or away.

No One Available

Shows Lync state the service will have if all agents are offline.

SLA Threshold / TimePercentage of overall calls that must met the SLA time criteria +mMax wait time allowed to stay within SLA. 

Answering machine

Select preconfigured recording definition and mailbox that will send the recorded messages. Works along with a specific workflow instance.
The configurations for the feature work should be made also in
TM Configurator -> Services -> Recording
TM Configurator -> Topology -> Credentials

Voicemail To

Enter the "To" address for voicemail. The recorded data will be sent to this email account.
Note: The field is enabled only if "Answering Machine" is assigned to the service
Note: If To Recipients are not defined, although there is a RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), the mail is not sent and an error is logged.
Note: If To Recipients are defined, but there is no RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), Emails are not sent.

Voicemail Cc

Enter the "Cc" address for voicemail. The recorded data will be sent as carbon copy to this email account.
Note: The field is enabled only if "Answering Machine" is assigned to the service.
Note: If Cc Recipients are not defined, although there is a RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), the mail is not sent and an error is logged.
Note: If Cc Recipients are defined, but there is no RecordingActionMailDefinition assigned (Set/Remove ServiceVoicemail), Emails are not sent.

Use Recording Definition  from Incoming Service

Defines if for  a call transferred to another service a recorded voicemail will be sent on behalf of initial / last service name.

(info) The option works only for calls that were transferred by a workflow with a Virtual Transfer activity.

Emergency Case / Valid until

Not in use / Read Only 
Music On Hold PlaylistAllows you to select (previously defined) Playlists. 
Last Agent RoutingNot in use / Read Only 
Fwd SIPUri (ID: 0-2)

A number or a contact to which an unanswered call will be forwarded.

(lightbulb) The value will be added to the SfB client of all available team members.

Agents Handle Simultaneous IMAllows for team members to handle multiple clients via IM simultaneously and not appear as busy while doing so.
Send IM Keep Alive Message
  • 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.
After Call WorkNot in use / Read Only 
Maximum Extended ACWNot in use / Read Only 
Conversation Contexts

Availale / Set Context (CCTX)

Sets the Conversation Context available for this Service 

(info) See below "Conversation Context Tab" 

Extended Toast Configuration

KPI Module

Callback Module

Parameter Module

Not in use / Read Only 
Enterprise InformationNot in use / Read Only 
Task Codes 

Messages

Not in use / Read Only 
Placeholders
Table of PlaceholdersShows the Placeholders available to the current Service.