Automation Rules - Cases
This article provides a guide to set up and manage the automatic case assignment.
Automatic case assignment allows you to create Automation Rules - Cases that apply and / or remove a configurable set of layers to calls selected by the specified criteria.
Enabling the Automation Rules - Cases
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.
Step 7 - After the Verba Label Processor Service was started, the restart of the Verba Web Application Service is required.
Creating Automation Rules - Cases
To set up and manage Automation Rules - Cases, open the Verba Web interface and select Data > Automation Rules - Cases.
A list of Automation Rules - Cases is displayed showing the previously created rules.
To create a new rule, click the 'Add New Case Rule' button. On the rule configuration page, you have the following options:
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 Cases | Choose the cases 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 Cases | Choose the cases 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. |
When finished, click Save to save the rule. If the Enabled option was set to 'Yes', the rule is now active.
Filtering Criteria
The table below summarizes the available conversation details fields which can be configured as a filter for the Automatic Case 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 | 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 |
Editing existing Case rules
To edit an existing rule, select it from the rule list then modify any of the options described in the previous section. To apply the changes, click Save.
You can use the 'Delete' button to delete the rule.
At the bottom of the screen, you can find some additional properties for the rule (creation and modification dates) and you can also view a detailed change history by clicking the 'View Change History' link.