Configure data source, users, and adapter metadata mapping

To import content, configure data source, users, and adapter metadata mapping for Resolve to Existing Employees mode.

Procedure 

  1. In Import Manager, configure Agent Resolution Settings to Resolve to Existing Employees.

    This setting applies to all adapters used by all tenants.

    For Resolve to Existing Employees mode to work, Data Source Name and Employee ID or Extension are required for metadata mapping.

    Seating type

    Setup type

    Metadata fields to map

    Fixed Seating

    Multiple switches where the same extension numbers can be used for different users.

    • Extension

    • Data Source Name

    Free Seating

    Multiple switches where the same PBX Login IDs can be used for different users.

    • Employee ID

    • Data Source Name

  2. In Enterprise Manager, verify that the unique Data Source Name, adhering to SaaS naming conventions, is created for each tenant.

    The name must match the IEM Adapter Data Source Name mapping value that accompanies the calls.

  3. Create or update the employees of the tenant, and assign Employee ID (Free Seating) or Extension (Fixed Seating) for the Data Source created.

  4. For the adapter metadata mapping created for each tenant:

    1. Make sure that the data source name is mapped to an attribute that returns the value of the data source name. The data source name value must match the data source name configured for this tenant in the Enterprise Manager.

    2. If an Employee ID is used, map the Employee ID to an attribute that returns an Employee ID value with the calls.

      The Employee ID must match an employee who is assigned the Employee ID for the specified data source.

      If an extension is used, map the extension to an attribute that returns an extension value with the calls. The extension must match an employee who is assigned the extension for the specified data source.

      This data must be extracted for each call in order for that call to be resolved for an existing employee.

      If the tenant does not have this required data transferred with the calls or the data is transferred with the calls but requires modification, work with the tenant to ensure that this data is transferred properly.

Related topics 

Import and Export Manager considerations and configurations