Service Details
The "Service Details" tab contains configuration sections per "active" team.
Also seee → Activated Teams Page. Team details can also be changed in the backend, where also inactive teams are listed.
When a team is deactivated, related team members will not be able to log in into the application and / or see or participate in taking calls.
The "Service Details" tab opens when clicking on a specific team in the list:
The following options are available - the range of options may differ depending on team settings:
Control Name | Format/Validation/Behavior |
|---|---|
Name | Team Name in Active Directory. |
SID | Security Identifier of specific team. |
Team Name | TM specific Team name. |
Branch ID | Allows to group teams by their affiliation to a branch, serves as additional identifier for searching and more usable team administration. |
Type | Team type Values:
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| Tenant | Allows to select the Tenant under which the team is assigned.
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Team Member 'Busy while on the phone" enabled | 'Busy while on the phone' feature allows team members to make their Lync phone appear busy to all callers while they are already on another call; incoming callers will hear a busy signal. The phone will not ring on the receiver's end and the receiver will not be alerted in any way while the feature is activated. |
'Team Service' section | |
SIP Address | Sip address of a team endpoint. |
Workflow Instance | Workflow according to which a team call will be handled in TM. |
Culture | Language selector. Defines the language for possible announcements (in a workflow). |
'Phone Settings' section | |
Tel SIP URI | Telephone sip of a team endpoint. |
Telephone URI | Telephone Number of a team endpoint in E.164 format with leading tel: Example:tel:+41554441000 |
Voicemail box | Mailbox to which voicemail records will be sent. |
DisplayName In Subject (Non PSTN Calls) | With 'true' 'Display Name in Subject (Non PSTN Calls)', the name of the customer is displayed during the call. |
| Use Recording Definition From Incoming Service | Applies the Recording settings from the incoming service (if any) to this team. |
| Impersonate Incoming Service on Transfer | When enabled on the source (Service A), the following scenario applies:
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| Calls transferred by the agent to external targets will |
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'Forward Settings' section | |
Service FWD Target 1 | An address to which the call will be forwarded if the call to the team endpoint hits a forwarding action in the workflow. Supported formats:
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Service FWD Target 2 | An address to which the call will be forwarded if the call to the team endpoint hits a forwarding action in the workflow. Supported formats:
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Service FWD Target 3 | An address to which the call will be forwarded if the call to the team endpoint hits a forwarding action in the workflow. Supported formats:
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Advanced Settings section | |
Trusted Application | Select from the dropdown the trusted application for the team. Note: to be present in the dropdown, the trusted application and trusted application pool should be created in TM Configurator -> Topology. |
Set/Remove VoicePolicy (User Level) | Allows assigning specific voice policy existing in database to the team endpoint. |
Set/Remove ExternalAccessPolicy (User Level) | Allows assigning specific external access policy existing in database to the team endpoint. |
Opening Hours Box | The administration of opening hours for the different services is implemented with Outlook calendars. Through Outlook Web Application (OWA) or Outlook, the defined personnel are allowed to manage opening hours, holidays etc. for the available services. This dropdown defines which Exchange box is used to query for this information. |
Tenant ID | With empty Tenant ID, the Lync Client users are able to find the TeamServiceOnly or TeamServiceAndTeamCallGroup using the Lync Client search. |
| Call As | Allows team members to impersonate and make external calls as a service.
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| Transfer Over API Timeout | Default: 20 seconds, allowed between 5 and 300s. Allows to change the transfer timeout in a transfer request made via API.
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Team Member 'Busy' selectable | With enabled 'Team member is busy selectable' flag for specific team, team members in 'Busy' state available for calls, i.e. the call will ring to such team members. |
Team Member 'Busy in a Meeting" selectable | With enabled 'Team member is busy in a meeting selectable' flag the call will ring to team members in 'Busy-In a meeting' state. In case one of option is not enabled, the call will not ring to team member in corresponding Lync state. |
Team Choice Enabled | This option enables Team Choice for a specific team. |
Create Team Member by default as | The 'Create Team Member by default as' setting depends on 'Team Choice Enabled' setting:
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Simultaneous ring on DECT Endpoint (pager) | Set to 'true' to allow agents get an audio call on secondary phone (pager) simultaneously with the main one when agents is not at the desk. |
Publish as Automaton | Flag defines whether the Contact Object (service team) is distinguished as a Service or a Contact in Lync client and can be set as forward target. |
'Presence Mapping' section | |
Direct Selectable | At least one of the team members is selectable for the calls. 'Online' by default. |
No One Selectable | None of the team members are signed into the system. 'Away' by default. |
In Time Selectable | All selectable team members are in a call at the moment. 'Busy' by default. |
'Team CallGroup' section | |
TM Call Group Default Delay | This value defines the time in seconds after which the call will be routed to other team members. |
TM Forward Default Delay | This value defines the time in seconds after which the call will be forwarded to other team members. |
TM Forward SIP URI | SIP address to which the call will be forwarded after the defined time elapsed and no team member picked up the call. |