Set up matching rules for user identities

NOTE This is a new feature that is not yet generally available.

The Setup Matching Rules page allows you to choose how user identities from third-party ACDs or systems are matched during sync and import processes across your system. These rules control how incoming identities from external sources are evaluated and linked to existing Webex WFO users. Matching rules are applied globally and affect all future sync and import jobs.

NOTE Once a change is submitted, it is applied only to future identity mapping processes. Existing user identity assignments are not retroactively updated. Use the Assign user identities page to update existing identities.

The Setup Matching Rules and Assign user identities pages are similar, but they serve different purposes. The Setup Matching Rules page is used to define global matching behavior for automated sync and import processes. Use the Setup Matching Rules page to control how identities are automatically matched system-wide. The User Identities page is used for individual, manual identity assignment jobs. Use the matching rules functionality on the User Identities page when you need to manually review or assign identities on a case-by-case basis.

Prerequisites

Page location

Application Management > Global > User Configuration > Setup Matching Rules

Procedure

Set up matching rules for future sync and import jobs

Select or deselect the No Rule check box.

No Rule—When No Rule is selected, identity matching is disabled. Incoming identities are not evaluated against existing users. Each imported identity is treated independently. Use the No Rule check box when you want to prevent automatic matching or you plan to handle identity assignments manually. To enable any matching behavior, you must clear the No Rule check box before selecting a matching option.
Select one of the following radio buttons.
- Just match full name—Matches identities where the source user’s full name exactly matches an existing Calabrio ONE user’s full name.
  
  Email values are ignored. Two users with the same name are matched, even if their email addresses are different.
- Just match email prefix—Matches identities when the email prefix (the portion before @) matches the identity of the Calabrio ONE user. Email domains are ignored.
- AND - Both must match—Requires both the full name and email prefix to match. This option provides more accurate matching and reduces the risk of incorrect assignments.
  
  This is the most restrictive rule, which may result in fewer matches.
- OR - Either can match—Matches identities when either the full name or email prefix matches. This option is more flexible but may result in additional matches that require your manual review.
  
  An identity may be matched if the full name matches even when the email prefix does not, or vice versa. This option is the most flexible and can result in additional matches.
Click Submit.

NOTE Click Reset to revert any unsaved changes.