PEC-AS/Current/ManageCC/Bulk operations

• 

• Administrator

Learn how to import multiple agents or contacts using Agent Setup's Bulk Import feature.

Related documentation:

• How Agent Setup works
• Get started with Agent Setup

About bulk import

Important

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.

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.

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

Important

• The .csv file must be a text file in a comma-separated format.
  
• The first line of the .csv file must contain user properties, and each line thereafter must represent a separate user.

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?

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 are retained and the import process does not proceed. By clicking Stop, you are not cancelling the entire import.

Import 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	/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. Important The Annex property column in the .csv file is specified as Annex:<name_section/name_option>, if the Annex value remains empty Annex is written as Annex: <>.
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>-<Month>-<year>, where <Month> is the three-digit abbreviation for the month. For example, hjackson-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.

Import 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.