This article provides a guide to set up and manage automatic labeling.
Automatic labeling allows you to create labeling rules that apply and / or remove a configurable set of layers to calls selected by the specified criteria.
Enabling the Automating Labeling
Step 1 - Login to the web interface with System administrator rights.
Step 2 - Navigate to the System / Servers menu item and select one of your Verba Media Repository servers.
Step 3 - Click on the Service Activation tab.
Step 4 - Activate the Verba Label Processor Service using the 
button.
Step 5 - Go to the Service Control tab.
Step 6 - Start the Verba Label Processor Service by clicking on the 
icon.
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.
Creating labeling rules
To set up and manage automatic labeling rules open the Verba Web interface and select Labels > Automatic Labeling.
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| Configuration option | Description |
|---|---|
| Name | The name of the rule. This is a mandatory field. |
| Enabled | The rule is only in operation if this field is set to 'Yes' |
| Add Labels | Choose the labels you want the rule to apply by selecting them in the list on the left then moving them to the list on the right using the '>>' button. |
| Remove labels | Choose the labels you want the rule to remove by selecting them in the list on the left then moving them to the list on the right using the '>>' button. |
| Send to recorded user | Enable this to send an email notification to the recorded user of the conversations when the rule is executed on them |
| Send to all participating users | Enable this to send an email notification to all of the participating users of the conversations when the rule is executed on them |
| Send to all participating email addresses | |
| Send email to | Sends an email to the given email addresses in the list. |
| Conversation Detail Fields | Use this interface to specify filters for selecting calls to apply the rule to. Click the '+' button to add a new filter, select the call detail record field you wish to base it on, then add your criteria. To delete a filter, click the trash icon next to it. |
Filtering Criteria
The table below summarizes the available conversation details fields which can be configured as a filter for the Automatic Label Rule.
| Category | Field | Description | ||
|---|---|---|---|---|
| Participants | From | The number of the caller party in the conversation | ||
| From Info | The number of the called party in the conversation | |||
| From (digits) | The number of digits in the phone number of the initiator of the conversation | |||
| From Device ID | The Device ID of the initiator of the conversation | |||
| From IP | The IP address of the caller party in the conversation | |||
| To | The name of the caller party in the conversation | |||
| To Info | The name of the called party in the conversation | |||
| To (digits) | The number of digits in the phone number of the target of the conversation | |||
| To Device ID | The Device ID of the target of the conversation | |||
| To IP | The IP address of the called party in the conversation | |||
| Both To or From | The number of any party participating in the conversation | |||
| Both To or From Info | The name of any party participating in the conversation | |||
| Dialed Number | The original dialed number | |||
| User | The user associated with the conversation based on the extension configuration | |||
| User Location | The location of the user, defined in the user configuration | |||
| Extension | The extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below | |||
| Group | The group where a conversation belongs to based on the users associated with the conversations | |||
| User ID | The User/Agent/Trader ID obtained from the recorded platform | |||
| Details | Start Time (UTC) | The start time of the conversation in UTC timezone | ||
| Recent Than | Only conversations selected where the start time is recent than the defined value. Make sure it is not used with a recurring schedule, otherwise conversations can be skipped if the defined value is close to the recurring period. | |||
| Direction | The direction of the conversation (e.g. internal, inbound, outbound, etc.) | |||
| End Cause | The end cause of the conversation (e.g. normal, hold, transfer, etc.) | |||
| Duration Interval | The length of the conversation | |||
| Conversation Type | The type of conversation. Available options:
| |||
| Forward Reason | The forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.) | |||
| On-demand | Defines whether a call was recorded as on-demand | |||
| Marked for recording | Defines whether an on-demand conversation was marked for recording | |||
| Protected | Defines whether the conversation is protected | |||
| Case | The cases containing the conversation | |||
| Encrypted with Certificate | The certificate used to encrypt the conversation | |||
| Signed with Certificate | The certificate used to sign the conversation | |||
| Quality Management Scorecard exits | Checks if there is a Quality Management Scorecard assigned to the conversation | |||
| Analytics | Text Search | Full-text search in instant messages, SMS and voice transcriptions:
| ||
| Word Hit Count | Count occurrences of words using full-text search in instant messages, SMS and voice transcriptions, where:
| |||
| Marker | Full-text search in comments added to markers:
| |||
| Silence ratio | The silence ratio in a conversation | |||
| Talkover ratio | The talkover ratio of the conversation | |||
| Longest Silence | The longest silence present in a conversation | |||
| Technical | Recording Server | The hostname of the server that recorded the conversation | ||
| Media file name | The name of the stored media file | |||
| Storage target | The current storage location of the media file(s) | |||
| Source Platform | Defines which telephony / unified communications system the conversation was recorded on (Cisco, Sfb, Avaya, etc.) | |||
| Secondary | Defines whether the conversation is recorded on a server marked as secondary (using 2N / duplicate recording) | |||
| CDR/Media Record | Defines whether the conversation is a Standard, CDR-Only or Media-Only record. CDR-Only and Media-Only records are used for trader voice recording. | |||
| Elapsed Time Since Transcoding (UTC) | The time elapsed since transcoding in UTC timezone | |||
| Time of Transcode (UTC) | The date and time of transcoding in UTC timezone | |||
| Metadata Fields | Custom Metadata Fields | Custom metadata fields configured in the system, the list of available fields might vary depending on the integration configured and the metadata templates added |
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The available variables are the following:
| Variable | Description |
|---|---|
| ${RULE_NAME} | Name of the labeling rule |
| ${LABELS} | List of the labels added / removed |
| ${LINK} | Link to the recording |
| ${DISPLAY_NAME} | Notification target name |
| ${EMAIL_ADDRESS} | Notification target email address |
| ${FROM_ADDRESS} | The line number / sip address of the caller participant |
| ${FROM_NAME} | The name of the caller participant |
| ${TO_ADDRESS} | The line number / sip address of the called participant |
| ${TO_NAME} | The name of the called participant |
| ${START_DATETIME} | The start time of the call |
| ${END_DATETIME} | The end time of the call |