A Format is a user-customized template for Calling Lists. It is created in Genesys Administrator Extension and consists of Fields that form a data structure (for example, a database table); each Field has properties that describe its characteristics. A Calling List must contain Genesys mandatory fields and can also contain user-defined custom Fields. See additional information in the Outbound Contact Deployment Guide.
Mandatory Fields are necessary in order to process records properly. They identify each customer and the status of each customer record. Genesys mandatory fields are described in the Identifying Mandatory Fields in Formats topic. See additional information in the Outbound Contact Deployment Guide.
Custom/user-defined Fields, typically containing business-related data, can be created and added to a Format in Genesys Administrator Extension. Custom fields define customer information that is available to the agent during a call. See "Field Object" in the Outbound Contact Deployment Guide about how to send customer data to an agent.
After custom/user-defined fields are added, the Format is finished and is ready to be used to create Calling Lists. A Calling List must be created from a Format, and inherits mandatory and custom fields from the assigned format. Each Calling List can have only one corresponding Format.
When database records are imported into a Calling List, data fills the mandatory and custom fields, conforming to properties established in the finished Format.
The Formats list shows the formats that are in your environment. It is sorted in a hierarchy by Tenants, configuration units, sites, and folders. To view objects by a particular hierarchy, select the hierarchy type in the drop-down menu above the list.
Note: Formats that are disabled appear grayed out in the list.
Configuration Manager respects tenancy permission settings. You can access only those objects that you have been granted permissions and privileges to access.
You can filter the contents of this list in two ways:
You can sort the items in the list by clicking a column head. Clicking a column head a second time reverses the sort order. You can add or remove columns by clicking the Select Columns button.
To select or de-select multiple objects at once, click the Select button.
To create a new Format object, click the New button. To view or edit details of an existing object, click on the name of the object, or click the check-box beside an object and click the Edit button.
To delete one or more objects, click the check-box beside the object(s) in the list and click the Delete button. You can also delete individual objects by clicking on the object and then clicking the Delete button.
Otherwise, click the More button to perform the following tasks:
Click on the name of a Format to view additional information about the object. You can also set options and permissions, and view dependencies.