Conditions to include interactions where Employee ID is unknown

In certain cases, employees are not tagged to interactions (employeeID = 0). The employee ID can be equal to zero if:

• The employee logs out of a phone to make a personal call on the phone. Once the employee logs out, the system does not know which employee is actually calling.

• The Customer outsources work and prefers to have a blank employee ID rather than a wrong employee ID. Because the employee ID is blank, there are a few failure scenarios on the telephony/CTI side that can cause recordings to happen but without employees tagged.

• The PBX logon ID logged in to the phone is not configured in Enterprise Manager. Therefore, the Recorder Integration Service cannot find an employee to tag to an interaction.

• The hunt groups are not configured correctly in the recording system, and the Recorder Integration Service is not receiving all login/logout events.

You can use the operators Not equal to or Not In List with the Groups or Organization field in a campaign condition to include interactions where the Employee ID is unknown.

Example: Conditions with the Organization field

A company has three Organizations defined: A, B, and C.

The Archive administrator has defined two Archive campaigns with conditions:

• Campaign 1: Organization Not Equal to B

  Campaign 1 archives the interactions of all employees that are included in Organizations A and C. This archiving includes interactions with unknown employee Id (employee Id = 0).

• Campaign 2: Organization Not in List A, B

  Campaign 2 archives the interactions of all employees that are included in Organization C. This archiving includes interactions with unknown employee Id (employee Id = 0).

The Archive administrator is told not to archive interactions with an unknown Employee ID. The administrator modifies the campaign conditions to be:

• Campaign 1: Organization Equal To A or C

  Campaign 1 archives the interactions of all employees that are included in Organizations A and C. The employee name is listed in the Organization definition.

• Campaign 2: Organization Equal To C

  Campaign 2 archives the interactions of the employees that are included in Organization C. The employee name is listed in the Organization definition.

Example: Conditions with the Group field

An organization has three Groups defined: A, B, and C.

The Archive administrator has defined two Archive campaigns with conditions:

• Campaign 1: Employee Group Not Equal to B

  Campaign 1 archives the interactions of all employees that are included in Groups A and C. This archiving includes interactions with unknown employee Id (employee Id = 0).

• Campaign 2: Employee Group Not in List A, B

  Campaign 2 archives the interactions of all employees that are included in Group C. This archiving includes interactions with unknown employee Id (employee Id = 0).

The Archive administrator is told not to archive interactions with an unknown Employee ID. The administrator modifies the campaign conditions to be:

• Campaign 1: Employee Group Equal To A or C

  Campaign 1 archives the interactions of all employees that are included in Employee Groups A and C. The employee name is listed in the Employee Group definition.

• Campaign 2: Employee Group Equal To C

  Campaign 2 archives the interactions of the employees that are included in Employee Group C. The employee name is listed in the Employee Group definition.