Skip to end of metadata
Go to start of metadata

This article provides a guide to set up and manage automatic labeling.
Automatic labeling allows you to create labeling rules that apply and / or remove a configurable set of layers to calls selected by the specified criteria.

Enabling the Automating Labeling

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 labeling rules

To set up and manage automatic labeling rules open the Verba Web interface and select Labels > Automatic Labeling.

A list of labeling rules is displayed showing the previously created rules.

To create a new rule, click the 'Add New Label Rule' button. On the rule configuration page, you have the following options:

Configuration optionDescription
NameThe name of the rule. This is a mandatory field.
EnabledThe rule is only in operation if this field is set to 'Yes'
Add LabelsChoose the labels 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 labelsChoose the labels 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 userEnable this to send an email notification to the recorded user of the conversations when the rule is executed on them
Send to all participating usersEnable 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 toSends 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. 


Filtering Criteria

The table below summarizes the available conversation details fields which can be configured as a filter for the Automatic Label Rule.

CategoryFieldDescription
ParticipantsFromThe number of the caller party in the conversation
From InfoThe 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 IDThe Device ID of the initiator of the conversation
From IPThe IP address of the caller party in the conversation
ToThe name of the caller party in the conversation
To InfoThe 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 IDThe Device ID of the target of the conversation
To IPThe IP address of the called party in the conversation
Both To or FromThe number of any party participating in the conversation
Both To or From InfoThe name of any party participating in the conversation
Dialed NumberThe original dialed number
UserThe user associated with the conversation based on the extension configuration
User LocationThe location of the user, defined in the user configuration
ExtensionThe extension numbers in a conversation, a selection list of the configured extensions, otherwise similar to the 'Any party number' field below
GroupThe group where a conversation belongs to based on the users associated with the conversations
User IDThe User/Agent/Trader ID obtained from the recorded platform
DetailsStart 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.

DirectionThe direction of the conversation (e.g. internal, inbound, outbound, etc.)
End CauseThe end cause of the conversation (e.g. normal, hold, transfer, etc.)
Duration IntervalThe length of the conversation
Conversation Type

The type of conversation. Available options:

  • Voice
  • Video
  • Instant Messaging
  • SMS
  • Desktop Screen
  • Screen & Application Share (Lync/SfB)
  • Whiteboard (Lync/SfB)
  • Poll / Q&A (Lync/SfB)
  • File Share (Lync/SfB)
Forward ReasonThe forward reason for the conversation (e.g. forwarded, transferred, team call, delegated, etc.)
On-demandDefines whether a call was recorded as on-demand
Marked for recordingDefines whether an on-demand conversation was marked for recording
ProtectedDefines whether the conversation is protected
CaseThe cases containing the conversation
Encrypted with CertificateThe certificate used to encrypt the conversation
Signed with CertificateThe certificate used to sign the conversation
Quality Management Scorecard exitsChecks if there is a Quality Management Scorecard assigned to the conversation
AnalyticsText Search

Full-text search in instant messages, SMS and voice transcriptions:

  • All of these phrases: the search will return conversations where all phrases are matched
  • Any of these phrases: the search will return conversations where at least one phrase is matched
  • None of these phrases: the search will return conversations where none of the phrases are matched
Word Hit Count

Count occurrences of words using full-text search in instant messages, SMS and voice transcriptions, where:

  • Word(s) (Comma-Separated): comma-separated lists of words used for counting
  • Occurrences: minimum and maximum occurrence of the word defined
Marker


Full-text search in comments added to markers:

  • Marked as all of these: the search will return conversations where all phrases are matched
  • Marked as any of these: the search will return conversations where at least one phrase is matched
  • Not marled as any of these: the search will return conversations where none of the phrases are matched
Silence ratioThe silence ratio in a conversation
Talkover ratioThe talkover ratio of the conversation
Longest SilenceThe longest silence present in a conversation
TechnicalRecording ServerThe hostname of the server that recorded the conversation
Media file nameThe name of the stored media file
Storage targetThe current storage location of the media file(s)
Source PlatformDefines which telephony / unified communications system the conversation was recorded on (Cisco, Sfb, Avaya, etc.)
SecondaryDefines whether the conversation is recorded on a server marked as secondary (using 2N / duplicate recording)
CDR/Media RecordDefines 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 FieldsCustom Metadata FieldsCustom 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 labeling 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.

Customizing notification emails

The email notification template can be configured in the Verba Labeling Processor service configuration. It can be found in the server configuration under the Label Processing node.

The available variables are the following:

VariableDescription
${RULE_NAME}Name of the labeling rule
${LABELS}List of the labels added / removed
${LINK}Link to the recording
${DISPLAY_NAME}Notification target name
${EMAIL_ADDRESS}Notification target email address
${FROM_ADDRESS}The line number / sip address of the caller participant
${FROM_NAME}The name of the caller participant
${TO_ADDRESS}The line number / sip address of the called participant
${TO_NAME}The name of the called participant
${START_DATETIME}The start time of the call
${END_DATETIME}The end time of the call


  • No labels