Jump to: navigation, search

Bulk Import

As you set up and maintain your call center, you may sometimes need to input a large amount of data into the system. Using Agent Setup, you can import agent accounts and customer contact records in bulk, making the process smoother and more reliable. When you have a large number of objects to import, utilize the Bulk Import page under Data Tools in the Agent Setup application menu.

How do I import a file?

Before you can import agent accounts or customer contact records in bulk, you must prepare a .csv file that contains all the required data.

The values from the imported file overwrite corresponding values that are specified in the template. For example, the value for the Skill parameter in the imported file takes precedence over the value for the Skill parameter that is specified in the template.

When you are ready to import the Source File, select the file from your local device, then click Import. You can validate the file to ensure that it is structured correctly.

About CSV files

The .csv file must be a text file in a comma-separated format. In the source file each line represents a single user or agent.

When you import a .csv file, each parameter value is updated according to the following rules:

  • If a value is present, the new value replaces the previous value.
  • If an empty value is encountered, no change is made.
  • If the value includes /d , the attribute is deleted.
  • If no corresponding record is found, an error message is logged and the update continues to process.

How do I stop an import?

1

When you stop an import, a window asks you to confirm that you really want to stop the import. After you click Stop, agent records that were imported before you clicked Link= are retained and the import process does not proceed. By clicking Stop, you are not cancelling the entire import.

Importing agent accounts

By importing a large number of agent accounts at one time, you won't need to add the accounts one at a time and you can apply a template to configure options, such as DN, place, person, and log in options, to all accounts.

CSV file parameters

Property Type Mandatory? Action Description
Username String Yes ADD, UPDATE, DELETE The unique username of the agent or user.
First Name String Yes ADD, * needed for UPDATE if First Name change The first name of the agent or user.
Last Name String Yes ADD, * needed for UPDATE if Last Name change The last name of the agent or user.
Email String No The agent or user's email address.
Extension String No The extension #1 of the agent. A place is also created if the extension is specified.
Extension2 String No The extension #2 of the agent. A place is also created if the extension is specified.
Extension3 String No The extension #3 of the agent. A place is also created if the extension is specified.
Folder String No The folder path to root folder (Persons) where new agent or user is created. For example, Company/Department/Team.
Place Name String No The place name #1 of the agent. The place name "Extension" is used if not specified.
Place Name2 String No The place name #2 of the agent. The place name "Extension2" is used if not specified.
Place Name3 String No The place name #3 of the agent. The place name "Extension3" is used if not specified.
Default Place String No The name of the Default Place.
Employee ID String Yes ADD The employee identifier of the agent.
Change Password Boolean No Specifies that the user will be prompted to change the password on their next log in.
Enabled Boolean No Y specifies that the agent account is enabled.
N specifies that the agent account is disabled.
Is Agent Boolean Yes ADD Y specifies that this user is an agent.
External ID String No Any external ID used to identify the user.
Login ID String No The user's login ID.
Is Supervisor Boolean No Y specifies that this user is a supervisor.
Is Admin Boolean No Y specifies that this user is an administrator.
Wrap Up Time Numeric No The number of seconds an agent remains in ACW after call is disconnected. This field applies only to voice calls.
VoiceMail.MailBox String No If specified, populate the following option to the Annex of all associated Agent log ins:

AgentLoginAnnex:TServer/gvm_mailbox. Valid values: numerical (12345)

Recording Hierarchy String No If specified, populate the following option to the Agent's Annex: [recording] agent_hierarchy.
SIP Phone Type String No The type of SIP phone the agent is using as a softphone.
Skill:<skill_name> Numeric No The number that identifies the agent's skill level for the specified skill.
Switch:<switch_name> Boolean No Y means that a DN and Agent Login are created for the agent on the specified switch.
AgentG:<agent_group_name> Boolean No Y means that the agent is added to the specified agent group.
Annex String No Any custom Annex value. For example, column name Annex:htcc/roles with a value of Agent.
Action String No ADD adds a new agent.
UPDATE updates an existing agent.
DELETE removes an existing agent.

CSV file example

First Name,Last Name,Employee Id,Username,Is Agent,Is Supervisor,Is Admin,External Id,Login ID,Extension,Skill:English,Switch: San Fran,Switch: London,AgentG:Good,AccessG: Super,Annex,Action,Folder,Wrap Up Time,Enabled Sarah,Lee,223344,sarahl@acme.com,N,Y,Y,ADD,Acme/Branch/Team 1,60 John,Doyle,223465,johnd@acme.com,Y,N,N,2233,1,Y,N,ADD,Acme/Branch/Team 2,0 Robert,Cook,244456,bobc@acme.com,Y,Y,Y,johnd@acme.com,5,Y,Y,ADD,Acme/Branch/Team 3,60,Y

Important
Bulk imports do not include the Password field in the imported file. A default password is associated to each user account in the imported file. The format of the default password is: <username>@<company-name>.com-<Month>-<year>, where <Month> is the three-digit abbreviation for the month. For example, hjackson@demo.com-Feb-2017. The Reset Password option is automatically enabled when adding or importing new users, so all users are prompted to reset their password the next time that they log in.

Importing multiple contacts

By importing contact records with Bulk Import, you can avoid having agents add contacts manually.

Important
After importing customer contact records, you must log into Agent Desktop and use Contact Directory to view the imported records.

CSV file parameters

Property Type Mandatory? Action Description
First Name String Yes ADD, * needed for UPDATE if First Name change The first name of the contact.
Last Name String Yes ADD, * needed for UPDATE if Last Name change The last name of the contact.
Phone Number String Yes The contact's phone number.
Action String Yes ADD adds a new contact.
UPDATE updates an existing contact.
DELETE removes an existing contact.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on July 19, 2018, at 05:56.