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AurionAI

Requesters (callers)

5 min readBy Emmanuel Yazbeck

Requesters are the people in your ITSM tool who can ask for support. AurionAI copies them from the ITSM tool. The voice agent uses this list to identify callers. On the Requester Management page you sync requesters and decide who may use voice support and the app.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile. In the Helpdesk profile, the page is not available.
  • An ITSM tool is connected. Set it up on the Providers page in the Integrations category. Read Connect your ITSM and CS tools.

Open the requester list

  1. In the sidebar, select Configuration.
  2. Open the Identity & Access category.
  3. Select Requesters.

The Requester Sync Status card shows Total Requesters, Active, Support Enabled and With PIN. It also shows when the last sync ran.

The Requester Management page with the sync card and the requester list.

Sync requesters from the ITSM tool

  1. In the Requester Sync Status card, select one of these buttons:
    • Sync Now copies new and changed requesters.
    • Full Sync (Reconcile) reads all requesters. It also deactivates the requesters that are no longer in the ITSM tool.
  2. Wait for the sync to finish. You can leave the page. The sync continues in the background.

When the sync finishes, the message Requester sync completed appears with the number of created and updated requesters.

Sync automatically

  1. In Auto Sync Frequency, select a frequency: Every 2 hours, Every 4 hours, Every 8 hours or Every 24 hours.

Selecting a frequency turns on the automatic sync. Automatic sync is off until you select a frequency. The field can already show a frequency while the automatic sync is still off. Select the frequency to turn it on. This page has no control to turn the automatic sync off again.

Find and view a requester

  1. In the search field, type a name, an email address, a phone number or a department.
  2. Optional: turn on Active only or Support enabled.
  3. On the row of the requester, select View.

The Requester Detail page shows the contact and work information, the voice and app access, and the tickets of the requester in the ITSM tool.

Badge numbers

The voice agent can ask callers for their name and their badge number. Read Caller authentication. The badge number comes from the requester record in your ITSM tool. AurionAI stores the badge number only as a one-way hash, plus its last four characters.

The dashboard shows the last four characters of a badge number, after three stars. For a badge number of four characters or fewer, this is the whole badge number. The list shows them in the Status column. On the details page, the Authentication section shows PIN Authentication Available with the last four characters, or No PIN Configured.

To change a badge number, change it in the ITSM tool. Then sync the requesters again.

Allow or block voice support

To change one requester:

  1. Open the requester.
  2. In Voice Support Access, turn Allow Voice Support on or off.

You can also use the switch in the Support column of the list.

To change many requesters at once:

  1. In the list, select the check box of each requester.
  2. Select Enable Support or Disable Support.

An inactive requester cannot get voice support.

Allow app access and send an invitation

App access lets a requester sign in to the mobile app and the web portal.

  1. Open the requester.
  2. In App Access, turn on Allow App Access.
  3. Optional: go back to the list and select the Send Invite icon on the row of the requester. AurionAI sends a sign-in link by email.

The Send Invite icon appears only for an active requester with app access and an email address. On a small screen, the App Access column and the icon are hidden.

Unlock a caller

After too many wrong badge numbers, the voice agent locks the caller. The details page then shows Voice badge authentication is locked.

  1. Open the requester.
  2. Select Unlock voice access.

Result

The list and the counters show the synced requesters. A change to voice support or app access applies to the next call or the next sign-in of the requester.

If something goes wrong

  • Sync failed. Please try again. Check the connection to your ITSM tool on the Providers page, then sync again. Read Connect your ITSM and CS tools.
  • A sync is already running. AurionAI runs one requester sync at a time. Wait until it finishes.
  • Sync truncated — not all requesters were pulled Your ITSM tool has more requesters than one sync can read. Some requesters are missing. Contact AurionAI support. Read Get help.
  • A requester is missing. Run Sync Now. Check that the person exists in the ITSM tool.
  • The details page shows No PIN Configured. The requester has no badge number in the ITSM tool. Add it there and sync again.
  • The switches cannot be changed. The requester is inactive. An inactive requester cannot get voice support or app access.
  • The page is not in the menu. Your organization uses the Helpdesk profile. Read Product profiles.

Still stuck? Submit a request or .