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Stat 6.3 - System Administration Guide

Overview of Stat Administration Administrative Utilities Stat Security General Maintenance Tables
System Maintenance Service Domain Maintenance Department Maintenance Issue Tracking Maintenance Country Maintenance Customer Maintenance Object Type Maintenance PeopleSoft Environment Connection Maintenance Pre/Post Migration Steps Parameters Oracle Applications Configuration Oracle Applications Connection Maintenance Generic Application Connection Maintenance Schema Object Parameters Maintenance Data Object Maintenance PeopleSoft Search Configurations Stat Report Definition Maintenance Version Control Management Connection Maintenance
Service Domain-Specific Maintenance Configuring the Stat Central Agent Email Configuration Object Security Appendix: Sample Service Domain Configuration Appendix: User Class Rights Appendix: Creating a Staging Database Appendix: Database Tuning Appendix: Oracle Applications File Type Directory Appendix: Ports and Firewalls Appendix: REST Web Services API Appendix: SOAP-Based Web Services API Appendix: Troubleshooting Chart Appendix: stat.conf Configuration Appendix: Custom Report Files

Advanced Customer Identification and Tracking # Tabs

These two tabs function differently from the other email configuration tabs. They both use Regular Expressions to locate the data in the email.

When the Stat Central Agent receives an email it attempts to identify the customer based on the email address. It searches the Customer Maintenance table for a match on the email address located in the From field of the email. If it cannot find a match in either the primary or additional email address columns in the Customer Maintenance table, it performs an advanced customer search. This search is made using parameters specified in the Advanced Customer Identification tab.

During an advanced search, the Agent scans the entire email message looking for an email address based on keyword variables. If an email address is found, the Agent then attempts to match it with an email address in the Customer Maintenance table. If the Agent still cannot find a match, it uses the name you specified in the Default Values tab.

In a similar manner, the Agent scans for a value to insert into the Tracking Number field on the CSR if you define this on the Tracking # Identification tab.

The Agent's advanced search functionality is based on regular expressions, which are specially formatted patterns of text variables used to match strings of text. You can use one of the examples provided, modify one of the examples provided, or create your own custom expression.

Regular Expressions

A regular expression, known as regex, allows you to specify advanced search criteria. You can define a search based on a pattern of characters which are unique or which include a wide range of characters.

Be aware of the following guidelines when defining regular expressions:

Regular Expression Examples

Use these examples as starting points. You can customize them to fit your needs by modifying the label or any part of the expression.

Requestor: (.*$)

email: \s*(\w[-._\w]*\w@\w[-._\w]*\w\.\w{2,4})

Customer ID: (.{5,10})

Call ID: \s*(\w+)

Alternate #:(d\+)

We have arbitrarily used the label 'Call ID:'.

Call ID:(.{5,30})

Call ID: (\w+)

Call ID:(\w+)

Call ID: (\d{5,10})

Call ID:\s*(\d{5,10})

Adding a Regular Expression

Click in the Match String field and select an example.
Notice that it is now displayed in the Match String Expression field as well.
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