Managing Documents

Prerequisites

• The agent must have the Document Management menu permission and the Download Document, Preview Document, and Operation All Documents operation permissions.
• Operations in (WhatsApp) Sending an Electronic Document Link have been completed.

Procedure

1. Sign in to the AICC as an agent and choose Contact History > Document Management.
2. Set search criteria to search for documents based on the criteria.
   Figure 1 Document Management page
   

   Table 1 GUI elements on the Document Management page

   Element	Type	Description
   Document Name	Text box	Document name.
   Data scope	Drop-down list	Date scope of document information. Search criterion. The options are as follows: Personal Data Organization Data This parameter is not displayed when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No and the permissions to operate all documents, to view all OU data, and to edit all OU data are not granted.
   Organization Unit	Drop-down list	OU. Search criterion. OUs are classified into Unorganized and organized OUs. You can filter organized OUs by keyword. You can click to delete the selected OU. You can select Include Sub-Organizations to search for document information of sub-OUs. If an OU with the number of sub-OUs exceeding the value of the system parameter Maximum number of OU organizational unit queries is selected, only the first x (the value of Maximum number of OU organizational unit queries) sub-OUs are selected. This parameter is not displayed when the data scope is set to Personal Data. The options are as follows: Tenant administrator: Unorganized and all OUs under the current tenant are available. Common agent: If the permission to operate all documents is granted or the permissions to view all OU data and to edit all OU data are granted, Unorganized and all OUs are available. If the permissions to operate all documents, to view all OU data, and to edit all OU data are not granted: When the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, accessible OUs are available. This parameter is not displayed when the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to No.
   Caller Number	Text box	Advanced search criterion. When an agent initiates a call, the calling number is an access code. When a customer initiates a call, the calling number is a customer number.
   Called Number	Text box	Advanced search criterion. When an agent initiates a call, the called number is a customer number. When a customer initiates a call, the called number is an access code.
   Document Status	Drop-down list	Document status. Advanced search criterion. Unsigned Signed Expired
   Signature Date	Drop-down list	Signature date. Advanced search criterion.
   Reset	Button	Reset search criteria.
   Search	Button	Search for document management records.
   	Button	Search for data based on search criteria again and refresh data on the page.
   Caller Number	Label	When an agent initiates a call, the calling number is an access code. When a customer initiates a call, the calling number is a customer number. The calling number can be displayed anonymously. If the User numbers are displayed in plaintext permission is available, the number is displayed in plaintext. Otherwise, the number is displayed anonymously. By default, a tenant administrator has the User numbers are displayed in plaintext permission. If anonymous display is required, you are advised to create a tenant administrator role, deselect the User numbers are displayed in plaintext permission for the role, and assign it to the tenant administrator.
   Called Number	Label	When an agent initiates a call, the called number is a customer number. When a customer initiates a call, the called number is an access code. The called number can be displayed anonymously. If the User numbers are displayed in plaintext permission is available, the number is displayed in plaintext. Otherwise, the number is displayed anonymously. By default, a tenant administrator has the User numbers are displayed in plaintext permission. If anonymous display is required, you are advised to create a tenant administrator role, deselect the User numbers are displayed in plaintext permission for the role, and assign it to the tenant administrator.
   Document Status	Label	Document status. Unsigned Signed Expired
   Document Name	Label	Document name.
   Signature Date	Label	Date when a document is signed.
   Update Date	Label	Date when a document is re-signed.
   With an OU	Label	OU to which an agent belongs. Value options: Unorganized and all OUs under the current tenant.
   Operation	Label	Invalidation Select the document to be invalidated and click Invalidation. Download Select the document to be downloaded and click Download. NOTE: The downloaded documents contain personal data. Exercise caution when handling the downloaded documents to prevent personal data leakage and abuse. Preview Select the document to be previewed and click Preview.