Mapping Policies
5 min
Overview
The Mapping Policies tab in the Administrator Console is used to define rules for associating users (agents) with their telephony details, such as their extension (phone number) and Call Context. The specific interface and configuration steps available in this tab depend entirely on the User Mapping Policy selected in the System Settings tab. All these policies are Licensable
Available Mapping Policies
IP Multiple User Call Leg Details Provider (Licensable)
- Policy Type: IP-based Multiple Extension Policy.
- Function: Allows the Administrator to assign multiple extensions (phone numbers) to a single IP Address.
- Configuration:
- Click the Add button (+) to create a new mapping.
- Enter the IP Address.
- Select the Call Context.
- Enter the Phone number (extension).
- Select the Sequence number for this extension.
- Click the Save button (disk) to complete the mapping.
User ID Mapped Call Leg Details Provider (Licensable)
- Policy Type: User-to-Default-Extension Mapping Policy.
- Function: Enables the Administrator to map users to their default extensions and manage multiple extensions directly in a tabular format.
- Configuration:
- Default Extension Mapping: The Administrator selects the default Call Context and provides the default Phone Number (extension) for each user directly in the table.
- Multiple Extensions: If a user requires more extensions, the Administrator clicks the plus icon (+) next to the phone number to define and manage their multiple extensions.
- Agent Logon Behavior: After this configuration, when an agent logs in and selects a campaign with the defined call context, they will be automatically logged on with the specified default extension and will not be prompted to select an extension.
- Toolbar Integration: Users logged in via Ameyo Toolbar Integration in a third-party application can use up to three extensions simultaneously for call types such as inbound.call.dial, outbound.auto.dial, transferred.to.campaign.dial, and outbound.callback.dial.
User ID Based Call Leg Details Provider (Licensable)
- Policy Type: User-to-Voice-Resource Mapping Policy.
- Function: This policy is used in environments with multiple voice resources and is the preferred policy for WebRTC implementation. It allows mapping specific users to specific voice resources.
- Configuration: The interface uses a Left Section (Source) and Right Section (Destination) for assignment:
- Mapping Users: Select the desired Voice Resource in the Right Section's "Agent Mapped To" drop-down menu. In the Left Section, select the agents you wish to map and click the Forward Arrow icon (arrow pointing right) to move and map them to the destination Voice Resource.
- Unassigning Users: To unassign, select the Voice Resource in the Right Section, select the users to unassign, and click the Backward Arrow icon (arrow pointing left) to move them back to "Unmapped" or another source.
Manual User Call Leg Details Provider (Licensable)
- Policy Type: Agent Manual Selection Policy.
- Function: This policy requires no action by the Administrator in the configuration tab.
- Agent Behavior: Agents are responsible for manually selecting their extensions upon logon for every session.
IP User Call Leg Details Provider (Licensable)
- Policy Type: IP-based Single Extension Policy.
- Function: Allows the Administrator to define a single extension mapping for a specific IP Address.
- Configuration:
- Click the Add button (+).
- Enter the IP Address.
- Select the Call Context.
- Enter the Phone number (extension).
- Click the Save button (disk) to complete the mapping.
General Configuration Actions
- Creation: New mappings are created using the Add button (+).
- Deletion: Existing mappings can be deleted by selecting the entry and clicking the Delete button (trash can).
- Editing: Phone numbers/extensions can often be edited directly within the Mapping Policy table.
- Single Extension Usage Limitation: Multiple extension policies do not work simultaneously across multiple extensions for call types like click.to.call.dial and outbound.auto.preview.dialing.
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