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. You can add more filters by repeating the previous step. 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.

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.