Managing X-Cases

This topic describes how to create, edit and delete OSS-ESPA X-Cases.

If you require detailed descriptions of the settings in these procedures refer to the Advanced view cases screen.

  1. Click here to create a new X-Case.

    Alternatively on the main menu click View cases. The Advanced view cases screen opens.

    Note, if the Advanced view cases screen does not open, change View cases on the User settings screen to Advanced view.

  2. You must now add the data you want to include in your X-Case. You can add complete cases and you can also add specific people, phones, accounts and files.

    1. In the FILTERS group, ensure Case filter is set to All cases. This ensures that your search is performed in all cases.

    2. On the Cases tab, use the search filter to locate the data you want to add. The buttons on the top of the tab are then updated to display the amount of data that is found. For example, you may have searched on a phone number and it found one person, one phone and one file.

    3. Click the buttons to see each data item and then, for the data you want to include, select the check-box to add the data to the X-Cases selected data tab.

    4. On the Cases tab, if a case displays then it indicates a target phone number in the case is also in other cases. Click to open a dialog which lists the people in the case that also appear in other cases. Select the person name of interest, to display a list of all the cases they appear in. You can then select the check-box to immediately add the data to the X-cases selected data tab.

    Note, if you only want to add case data, and the cases are available on your Favorite & recent cases tab, then you can also use this tab to add data to the X-Cases selected data tab.

  3. Click the X-Cases selected data tab, ensure the data displayed is what you want to include. You can then either:

    1. Click to save the X-Case. The X-Case is displayed on the Saved X-Cases tab.
    2. Click to open the ESPA analysis center to analyze the X-Case data.

    3. When the ESPA analysis center opens, click Refresh and the combined call analysis results are available on the Call analysis tab.

To create a new X-Case from your Favorite & recent cases tab

Note, this procedure is only applicable if you only want to add case data, and the cases are available on your Favorite & recent cases tab.

  1. Click here to create a new X-Case.

    Alternatively on the main menu click View cases. The Advanced view cases screen opens.

    Note, if the Advanced view cases screen does not open, change View cases on the User settings screen to Advanced view.

  2. On your Favorite & recent cases tab, select the check-box for each case you want to create an x-case for.

  3. Click the X-Cases selected data tab, ensure the data displayed is what you want to include. You can then either:

    1. Click to save the X-Case. The X-Case is displayed on the Saved X-Cases tab.
    2. Click to open the ESPA analysis center to analyze the X-Case data.

    3. When the ESPA analysis center opens, click Refresh and the combined call analysis results are available on the Call analysis tab.

  1. Click here to edit an existing X-Case.

    Alternatively on the main menu click View cases. The Advanced view cases screen opens.

    Note, if the Advanced view cases screen does not open, change View cases on the User settings screen to Advanced view.

  2. Click the Saved X-Cases tab.

  3. Click the X-Case name you want to edit.

    The X-Case opens on the X-Cases selected data tab.

  4. If you want to:

    • delete data then click .

    • add data then either click the Favorite & recent cases tab or the Cases tab, and select the appropriate check-box to add the data to the X-Cases selected data tab.

  5. Once you have finished editing the X-Case, click the X-Cases selected data tab, ensure the data displayed is what you want to include. You can then either:

    1. Click to save the edited X-Case.
    2. Click to open the ESPA analysis center to analyze the X-Case data.

  1. Click here to rename an existing X-Case.

    Alternatively on the main menu click View cases. The Advanced view cases screen opens.

    Note, if the Advanced view cases screen does not open, change View cases on the User settings screen to Advanced view.

  2. Click the Saved X-Cases tab.

  3. Click for the X-Case name you want to rename.

    The Rename X-Case dialog box opens.

  4. Enter the new name then click OK.

  1. Click here to delete an existing X-Case.

    Alternatively on the main menu click View cases. The Advanced view cases screen opens.

    Note, if the Advanced view cases screen does not open, change View cases on the User settings screen to Advanced view.

  2. Click the Saved X-Cases tab.

  3. For the X-Case you want to delete, click .