Contact List Formats, Fields, and Tables
Contact lists are used to store and organize contact information. Once you import a contact list into CX Contact, you can use it for one or multiple campaign groups.
On the Lists page, you will learn how to work with contact lists, but first it's important to understand the basics:
Supported File Formats
CX Contact supports the following file formats for contact lists and suppression lists:
The easiest text file format for importing contact information is comma separated value (CSV). In a CSV file, each record is on its own row, and each field within a record is delimited, or separated, with commas.
Important: We recommend you use a header record, the first row of the list, which names and describes the data fields. The header row is used to govern the mapping between the fields in the data file and the fields in the contact list.
You can import a contact list in a text file format, including any of the following:
|XLS||Microsoft Excel files are supported.|
|XLSX||Microsoft Excel Open XML Format Spreadsheet files are supported.|
Contact List Fields
A contact list can contain any or all of the fields described in this section.
- FirstName— 64 characters maximum.
- LastName—64 characters maximum.
- Company—64 characters maximum.
- Client Identifier—64 characters maximum. Assign ClientID to the account number, client ID number, or other unique identifier for each person you're contacting.
Other Information (User-defined Fields)
Other1 to OtherN are user-defined fields, meaning you use them to specify free-form information about the contact. The character limit for these fields is 1,024.
By default, these fields are labelled as Other1, Other2, Other3, and so on, but you can override the default labels to clearly identify what the field is used for. Refer to the Create or Manage Field Labels for more information.
- Device1... Device10 — used to store the contact's phone number.
Phone numbers can be entered using the following format:
- International (the phone number being dialed is outside the country of the account) - + followed by the country code, followed by the area code and phone number
- National (the phone number being dialed is within the same country as the account) - the area code and phone number.
However, it's safe to use the country code in all circumstances.
Contact List Database Tables
When contact list data is imported into CX Contact, the data is stored in a database table. In CX Contact, there are two distinct database tables: the main table and the secondary table. There are distinct differences between the two:
ImportantUse these fields for any data that will be part of a dialing filter or contact order, or for data that will be edited by an agent.
It's possible that the contact data you import into CX Contact is stored into two separate database tables. Let's take a look at an example:
User-defined fields used:
In this scenario, two tables are used in the database: the main table and the secondary table.
The main table contains two records for John Smith - one for each device. It includes all customer data, including the data contained in the Other5 and Other20 fields.
The secondary table contains the user data contained in Other21 and Other22 fields:
In this table, you will still see two separate records for John Smith, but this time the records are not tied to a device; instead, the they are tied to a Chain ID. In this example, the value of ud_chain_id is 1, which, as you can see in the main contact list table, is associated with customer John Smith. Also note that the labels in the header row always contain the prefix ud. The remaining part of the labels match to those in the main table.
You'll also notice that the Other21 and Other22 fields (the amount John Smith promised to pay and the date on which he promised to pay it) are not standard column headings in this table; instead, they're presented as user data within a record. This table is designed that way to support filtering functionality within CX Contact, meaning that CX Contact can easily join the two tables together when it receives a request to filter data (in the case of selection rules) within the contact list.
Refer to the Import a Specification File page to see how a database table is created from a specification file.