Create/Edit Identification Rule screen reference

The Create Identification Rule screen appears when you create a new Identification Rule. The Edit Identification Rule screen appears when you edit an existing Identification Rule. These two screens have identical settings.

Create identification rule

The tables below describes the fields and options available on the Create Identification Rule screen and the Edit Identification Rule screen.

General

Item	Description
Name	Enter the name of the Identification Rule.
Person Type	Select one of the options below: Customer - Select this option to create an Identification Rule that identifies a person contacted by the enterprise capturing interactions. Employee - Select this option to create an Identification Rule that identifies a person who receives or initiates interactions for the enterprise. You cannot edit this field for an existing Identification Rule.

Item

Description

Name

Enter the name of the Identification Rule.

Person Type

Select one of the options below:

Customer - Select this option to create an Identification Rule that identifies a person contacted by the enterprise capturing interactions.
Employee - Select this option to create an Identification Rule that identifies a person who receives or initiates interactions for the enterprise.

You cannot edit this field for an existing Identification Rule.

Attribute section

Item	Description
Available Attributes	The attributes that display in this column are not assigned to the Identification Rule. To assign an attribute to an Identification Rule, click on the attribute, and then click the right-pointing arrow to move the attribute into the Selected Attributes box. Employee: Always uses Employee Name. Customer: See Attributes available for Customer Identification Rules.
Selected Attributes	The attributes that display in this column are the attributes that are currently assigned to the Identification Rule. If Customer is specified in the Channel setting, this column displays the attributes the system uses to identify an individual customer when this Identification Rule is applied to an interaction. If Employee is specified in the Channel setting, this column displays attributes the system uses to identify an individual employee when this Identification Rule is applied to an interaction. To remove an attribute from the Identification Rule, click on the Attribute, and then click the left-pointing arrow to move the attribute into the Available Attributes box.

Item

Description

Available Attributes

The attributes that display in this column are not assigned to the Identification Rule.

To assign an attribute to an Identification Rule, click on the attribute, and then click the right-pointing arrow to move the attribute into the Selected Attributes box.

Employee: Always uses Employee Name.

Customer: See Attributes available for Customer Identification Rules.

Selected Attributes

The attributes that display in this column are the attributes that are currently assigned to the Identification Rule.

If Customer is specified in the Channel setting, this column displays the attributes the system uses to identify an individual customer when this Identification Rule is applied to an interaction.
If Employee is specified in the Channel setting, this column displays attributes the system uses to identify an individual employee when this Identification Rule is applied to an interaction.

To remove an attribute from the Identification Rule, click on the Attribute, and then click the left-pointing arrow to move the attribute into the Available Attributes box.

Attributes available for Customer Identification Rules

Attribute	Description
ANI	Automatic number identification or Caller ID.
Called Party	Number of the line to which the interaction was directed.
Called Party Name	Employee name associated to the called party or value provided from the switch in the case of Cisco UCM.
Calling Party	Number of the line from which interaction is placed.
Calling Party Name	Employee name associated to the calling party, or value provided from the switch in the case of Cisco UCM.
DNIS	Dialed number identification service (DNIS). The DNIS identifies the number that the party dialed, which is useful in call centers with multiple numbers.
First Message	The first message sent by the Recorder.
Last Message	The last message sent by the Recorder.
Custom data fields	Any of the custom attributes configured for the system.