Apr 21, 2020 — Document Attacher allows you to attach documents to accounts in Latitude. If configured properly, you can import multiple documents to
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Document Attacher Printable Help Version 2020 R1 Last updated April 21, 2020 Abstract This document is a printable version of Document Attacher help. For copyright and trademark information, see https://help.genesys.com/latitude/Liquid/Desktop/Copyright_and_Trademark_Information.htm .
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Document Attacher Printable Help ii Table of Contents Introduction to Document Attacher . 3 Documentation permissions 3 Log on to Document Attacher .. 3 Help Overview .. 4 Search feature . 5 Search syntax . 5 Wildcard expressions . 5 Boolean operators .. 6 Nested expressions . 6 Configure Document Attacher . 6 Import Documents . 8
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Document Attacher Printable Help 3 Introduction to Document Attacher Document Attacher allows you to attach documents to accounts in Latitude. If configured properly, you can import multiple documents to multiple accounts in a single import process. Once you attach documents to accounts, you can view and manage them in the Documentation panel in the Work Form in Latitude. Documentation permissions Document Attacher requires the following permissions to allow you to attach documentation and specify the file storage location: Attach Documentation Documentation File Storage For more information about the Documentation panel, see Documentation in the Latitude documentation. For more information about the documentation permissions, see Documentation Settings in the Latitude documentation. Log on to Document Attacher Use the Latitude Login dialog box to log on to Document Attacher. To log on to Document Atta cher 1. Click Start > All Programs > Interactive Intelligence > Interaction Collector > Latitude Document Attacher . The Latitude Login dialog box appears. 2. In the User Name box, type your Latitude user name. 3. In the Password box, type your Latitude password. As you type your password, periods display instead of the typed characters. Note: To log on using Windows authentication, select the Log in using Windows authentication check box and provide your Windows user name and pas sword. 4. Click Okay . The Latitude Document Attacher window appears.
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Document Attacher Printable Help 4 Help Overview Document Attacher help provides you with information for using Document Attacher. To locate and view a topic, use the table of contents, index, and search features. To open help Open the ” \\Program Files (x86) \Interactive Intelligence \Interaction Collector \Documents” folder and then double -click DocumentAttacher.chm . Tip : To adjust the width and height of the window or its panes, click the edge of the window or pane and drag it up or down, left or right. 1. Toolbar: Displays options for the help window. 2. Tabs: Displays the following: Contents: Displays the table of contents. To display a topic in the Content pane, expand a book and then click the link. Search: Displays the search feature . To display a topic in the Content pane, type a keyword or phrase in the box and then press Enter . In the search results, click the link. 3. Breadcrumbs: Displays your current location within the help system. When you click a breadcrumb, the related topic displays. 4. Content toolbar: Displays an option to send feedback through an email message to Latitude by Genesys Documentation. 5. Content pane: Displays the contents of a topic. To view the Content pane menu, right -click in the Content pane.
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Document Attacher Printable Help 5 Search feature You can use the search feature to search for topics that contain words or phrases that you specify. You formulate a search query following a s pecific set of rules . You can include wildcard expressions , Boolean operators , and nested expressions in your search query. A list of topics that match your search criteria appear in the search results. When you click a topic title in the search results, the content of that topic appears i n the Content pane. Search syntax The basic rules for formulating search queries are: Searches are not case -sensitive, meaning you can type uppercase or lowercase characters. You cannot search for a single character or the following reserved words: an, and , as, at, be, but, by, do, for, from, have, he, in, it, not, of, on, or, she, that, the, there, they, this, to, we, which, with, you. The search engine ignores punctuation marks and special characters such as @#$%^&()=+ \. Enclose phrases and terms that i nclude a period (such as a file name with an extension) in double quotation marks. Wildcard expressions Wildcard expressions allow you to search for one or more characters using a question mark or asterisk. A question mark represents a single character, wh ile an asterisk represents one or more characters. Search for Example Result Topics with text that starts with one or more specified characters and ends in any character or number of characters log or log* Returns all topics with text that starts with the specified characters (for example, log, logon, logging). Topics with text that starts with the specified characters, has a single character that can be anything, and ends in the specified characters 32?57 Returns all topics with text that has any character where you placed the question mark (for example, 32?57 returns 32257, 32457, and 32857). Topics that contain all the words specified, in any order or placement within the topic account status Returns all topics with both account and status, but not necessarily as a phrase or in the order specified. For example, the search returns topics with “the account status” or “the status of the account” Topics that contain the specified phrase “account status” Returns all topics with acco unt status as a phrase. For example, the search returns topics with “the account status” but not “the status of the account”
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Document Attacher Printable Help 6 Boolean operators Boolean operators (AND, OR, NOT, NEAR) allow you to create a relationship between terms. If you don’t spec ify an operator, the system uses AND by default. Search for Example Result AND account AND status Returns all topics with both account and status, but not necessarily as a phrase or in the order specified. For example, the search returns topics with “the account status” or “the status of the account” OR account OR status Returns all topics with either account or status, or both. NOT account NOT status Returns all topics with account but not status. NEAR account NEAR status Returns all topics where account is within eight words of status. Nested expressions Nested expressions allow you to perform complex searches. For example, queue AND ((collector OR clerical) not supervisor) finds topics containing queue and collector but not supervis or, or containing queue and clerical but not supervisor. As with mathematical expressions, the system evaluates expressions in parentheses first. If there is no parenthesis, the system evaluates the expression from left to right. For example, queue NOT (cl erical OR supervisor) finds topics containing queue but not clerical or supervisor. Queue NOT clerical OR supervisor finds topics containing queue but not clerical, or topics containing supervisor. Configure Document Attacher Use the Configuration tab in the Latitude Document Attacher window to configure Document Attacher for importing documents. To configure Document Attacher 1. In the Latitude Document Attacher window, click the Configuration tab.
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Document Attacher Printable Help 8 2. Complete the information and then click Save Settings . Import D ocuments Use the Begin Scan and Import tab in the Latitude Document Attacher window to scan the specified directories and import the documents. To import documents 1. In the Latitude Document Attacher window, click the Begin Scan and Import tab. 2. Click Begin Scan . The system scans the directory you specified to determine which documents to attach to accounts. Note: The system includes a message in the error log and doesn’t attach documents when: The system cannot match the document to an account in Latitude. The document uses the wrong file naming convention for the locate method specified. For example, you selected the File Number locate method and your file names start with an SSN. 3. Click Yes .
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