PEC-AS/Current/ManageCC/Bulk operations - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T14:00:33Z

Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop at 11:00, June 28, 2022

2022-06-28T11:00:51Z

WikiSysop at 12:00, April 29, 2022

2022-04-29T12:00:38Z

Monique.gionet@genesys.com: Published

2021-09-03T16:13:26Z

Published

Monique.gionet@genesys.com: Published

2021-03-25T17:58:03Z

Published

Monique.gionet@genesys.com: Published

2021-01-27T19:12:22Z

Published

Monique.gionet@genesys.com: Published

2021-01-27T18:41:11Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:33Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:44Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:37:22Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Bulk import
|TocName=Bulk import
|Context=Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Prereq=
|Section={{Section
|sectionHeading=About bulk import
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=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, go to '''Data Tools > Bulk Import''' in the Agent Setup application menu.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=How do I import a file?
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext={{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=
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.

|Media=Video
|image=173845412
}}
===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 <tt>/d</tt> , the attribute is deleted.
*If no corresponding record is found, an error message is logged and the update continues to process.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=How do I stop an import?
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext={{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=[[File:ASstopBulkImport.png]]

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 [[File:UmgrIconCancel.png|Link=]] are retained and the import process does not proceed. By clicking '''Stop''', you are not cancelling the entire import.
}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Import agent accounts
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=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===

{{{!}} class="wikitable"
{{!}}-
!{{!}}'''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
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The extension #1 of the agent. A place is also created if the extension is specified.
{{!}}-
{{!}}{{!}}Extension2
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The extension #2 of the agent. A place is also created if the extension is specified.
{{!}}-
{{!}}{{!}}Extension3
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}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
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The place name #1 of the agent. The place name "Extension" is used if not specified.
{{!}}-
{{!}}{{!}}Place Name2
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}The place name #2 of the agent. The place name "Extension2" is used if not specified.
{{!}}-
{{!}}{{!}}Place Name3
{{!}}{{!}}String
{{!}}{{!}}No
{{!}}{{!}}/d to unassign and delete /r to unassign only
{{!}}{{!}}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
{{!}}{{!}}
* Specifies that this user is an agent. If this field is set to a Y but the Is Supervisor field is not, only the Agent Login, DN, and Places for the agent are created. If the Is Supervisor field is set to a Y, additional supervisor features and permissions are enabled.
* If the user is an administrator, this field is not required.
{{!}}-
{{!}}{{!}}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. If this is the case, the Is Agent field must be set to Y. At that point, all required desktop logins and features are enabled, along with the required supervisor features and permissions.
{{!}}-
{{!}}{{!}}Is Admin
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}Y specifies that this user is an administrator. If this is the case, the Is Agent field (and Is Supervisor field) is not required.
{{!}}-
{{!}}{{!}}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:
{{!}}{{!}}Numeric
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}The number that identifies the agent's skill level for the specified skill.
{{!}}-
{{!}}{{!}}Switch:
{{!}}{{!}}Boolean
{{!}}{{!}}No
{{!}}{{!}}
{{!}}{{!}}'''Y''' means that a DN and Agent Login are created for the agent on the specified switch.
{{!}}-
{{!}}{{!}}AgentG:
{{!}}{{!}}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===
<tt>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</tt>

{{NoteFormat|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, <tt>hjackson@demo.com-Feb-2017</tt>. 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.}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Import multiple contacts
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=By importing contact records with Bulk Import, you can avoid having agents add contacts manually.

{{NoteFormat|After importing customer contact records, you must log into Agent Desktop and use Contact Directory to view the imported records.}}
===CSV file parameters===

{{{!}} class="wikitable"
{{!}}-
!{{!}}'''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.
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 271: / Line 271: @@
 |structuredtext=By importing contact records with Bulk Import, you can avoid having agents add contacts manually.
-{{NoteFormat|After importing customer contact records, you must log into Agent Desktop and use {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}} to view the imported records.|}}
+{{NoteFormat|After importing customer contact records, you must log into Agent Workspace and use {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}} to view the imported records.|}}
 {{NoteFormat|All properties should be included in the CSV file in the order presented below and all properties are mandatory with only one exception—when using the DELETE action, the phone number property of the CSV file can be left blank.|2}}
 ===CSV file parameters===

@@ Line 315: / Line 315: @@
 * UPDATE action replaces the first Phone Number attribute value of a contact.
 * ADD action checks if there is an existing contact with the same FirstName, LastName, and PhoneNumber attributes. If it exist, the new contact will not be created.}}
 |Status=No
 }}
 }}

@@ Line 12: / Line 12: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|Some features described here may not apply to your organization’s setup. If you need features that aren’t available to you, contact your administrator or Genesys representative.|1}}
-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, go to '''Data Tools > Bulk Import''' in the Agent Setup application menu.
+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.
 |Status=No
 }}{{Section
 |sectionHeading=How do I import a file?
 |alignment=Vertical
 |structuredtext={{Section
 |sectionHeading=
 |anchor=|alignment=Vertical|structuredtext=
-Before you can import agent accounts or customer contact records in bulk, you must prepare a .csv file that contains all the required data.
+To import a .csv/.xls file:
+#Go to '''Data Tools''' > '''Bulk Import''' in the Agent Setup application menu.
-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.
+#Click the  icon in the '''Source File''' field and, using the file browser, select your CSV file.
+#Optional. Select a template from the Template drop-down list, if you have already defined the template. See {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Templates|display text=Templates}} section on creating templates.
-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.
+#Check the '''Validate''' checkbox if you want to ensure that the CSV file is structured correctly.
 |Media=Video
 |image=173845412
 }}
 |Status=No
 }}{{Section
@@ Line 46: / Line 52: @@
 |structuredtext={{Section
 |sectionHeading=
-|anchor=|alignment=Vertical|structuredtext=[[File:ASstopBulkImport.png]]
+|anchor=|alignment=Vertical|structuredtext=[[File:AS_Bulk_Import_GAPI27146.png]]
 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 [[File:UmgrIconCancel.png|Link=]] are retained and the import process does not proceed. By clicking '''Stop''', you are not cancelling the entire import.
@@ Line 53: / Line 59: @@
 }}{{Section
 |sectionHeading=Import agent accounts
 |alignment=Vertical
 |structuredtext=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.
@@ Line 279: / Line 286: @@
 {{!}}String
 {{!}}Yes
-{{!}}
+{{!}}ADD or A <br>
 {{!}}ADD adds a new contact.<br />UPDATE updates an existing contact.<br />DELETE removes an existing contact.
 {{!}}-
@@ Line 299: / Line 309: @@
 {{!}}{{!}}
 {{!}}{{!}}The contact's phone number.
-{{!}}}
+{{!}}}<br />
 |Status=No
 }}
 }}

@@ Line 206: / Line 206: @@
 AgentLoginAnnex:TServer/gvm_mailbox. Valid values: numerical (12345)
 {{!}}-
-{{!}}{{!}}Recording Hierarchy
+{{!}}{{!}}Recording.Hierarchy
 {{!}}{{!}}String
 {{!}}{{!}}No

@@ Line 136: / Line 136: @@
 {{!}}{{!}}
 {{!}}{{!}}The name of the Default Place.
 {{!}}-
 {{!}}{{!}}Employee ID
@@ Line 258: / Line 264: @@
 |structuredtext=By importing contact records with Bulk Import, you can avoid having agents add contacts manually.
-{{NoteFormat|After importing customer contact records, you must log into Agent Desktop and use Contact Directory to view the imported records.}}
+{{NoteFormat|After importing customer contact records, you must log into Agent Desktop and use {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADcontacts|display text=Contact Directory}} to view the imported records.|}}
 ===CSV file parameters===
@@ Line 268: / Line 275: @@
 !{{!}}'''Action'''
 !{{!}}'''Description'''
 {{!}}-
 {{!}}{{!}}First Name
@@ Line 286: / Line 299: @@
 {{!}}{{!}}
 {{!}}{{!}}The contact's phone number.
 {{!}}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Bulk operations - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop at 11:00, June 28, 2022

WikiSysop at 12:00, April 29, 2022

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"