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ContactNow: Bulk Agent Import
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ContactNow: Bulk Agent Import

Objective

This article will show you how to create multiple ContactNow agents at one time.

Error notifications: If you receive errors at any point during the file upload process, pay attention to the error message contents.

These messages will tell you where to look in your CSV file for problem entries that have forced the bulk upload to fail, and which need to be corrected.

Procedure

Download the Bulk Upload Template

  1. First, navigate to Configuration CN_Configuration_Gear_Icon_Blue.jpg > Agents, Teams & Queues.
  2. Click the Add button and select Bulk Upload.

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  1. Click on the Template button and select one of the two CSV file templates: All Fields, or Minimal.
  2. Download and open the desired template file using a spreadsheet editor such as Microsoft Excel. Descriptions of the file contents are below.
  3. Make the changes you require to the selected Minimal or All Fields template file, as noted below.

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Edit the "Minimal" Template

The Minimal file template is easiest, with fewer fields:

  1. Replace the information in each field with your desired agent information. Do not delete or change the header row.
    • full_name: This is the agent name label which appears in the Agents tab of Agents, Teams & Queues.
    • username: This is the agent's login ID. It may only contain letters, numbers, and the underscore _ character.
    • password: The agent's assigned password.
    • user_level: Enter user, supervisor, or admin. This must be entered in lower case, only.
  2. Save your new file. Be sure to use only Comma Separated Value (CSV) as the file format. 
    • CSV UTF-8 format is the best format to use, if available.
    • Macintosh CSV format will fail for any CSV file import process in ContactNow.

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Edit the "All Fields" Template

This file template contains more agent fields that can be pre-configured, to reduce user administration even further:

  1. Replace the information in each field with your desired agent information. Do not delete or change the header row.
    • full_name: This is a label which appears in the Agents tab of Agents, Teams & Queues, and when the agent logs in.
    • username: This is the agent's login ID. It may only contain letters, numbers, and the underscore _ character.
    • password: The agent's assigned password.
    • aod_ddi: The agent's Agent On Demand callback phone number. Best used together with AOD Lock.
    • aod_lock: Set this field to 1 to enable AOD Lock, or 0 to disable it for this agent
    • music: Set this field to none, or delete the column before uploading. It does not apply to the US ContactNow service.
    • agent_announce: Set this field to 0, or delete the column before uploading. This feature must now be individually set.
    • userfield: Enter the text you would like your agent to use in a script.
    • user_level: Enter user, supervisor, or admin. This must be entered in lower case, only.
    • supervisor_pages: If you've assigned a user as supervisor, you can also assign the pages the supervisor is allowed to view. The complete list of pages is located in the default template file. Add only the required page names exactly as displayed in the template, separated by commas.
  2. Save your new file. Be sure to use only Comma Separated Value (CSV) as the file format. 
    • CSV UTF-8 format is the best format to use, if available.
    • Macintosh CSV format will fail for any CSV file import process in ContactNow.

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Upload the Edited Bulk Upload CSV File

  1. Now return to Configuration CN_Configuration_Gear_Icon_Blue.jpg > Agents, Teams & Queues in ContactNow.
  2. Click the Add button again and select Bulk Upload.

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  1. This time, click Choose File
  2. Select the CSV file you just created, above. The name of your file will then appear next to the Choose File button.
  3. Click Upload to complete the bulk agent upload process.

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If all goes well, you'll receive a Success notification, and your agents will appear in the Agents list.

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