Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.0(1)
Manage bulk jobs
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Manage Bulk Jobs

Manage Bulk Jobs

Manage Bulk Jobs

Bulk jobs are a fast and efficient way to enter data at initial setup and to incorporate large-scale changes, such as changing agent skill groups between shifts and incorporating a new contact center with multiple new agents.

Changes to an individual record are best made directly to that record, using the appropriate tool (Agent, Dialed Number, and so on).

Although bulk job content files create records explicitly, they also implicitly create related records, as follows:

  • An agent bulk job content file contains cells for agent team, skill groups, attributes, and departments; entering content in those cells creates those objects if they do not exist.
  • A dialed number bulk job content file contains cells for call type and department; entering content in those cells creates those objects if they do not exist.
  • A call type bulk job content file contains a cell for department; entering content in that cell creates a department if it does not exist.
  • A skill group job content file contains a cell for department; entering content in that cell creates a department if it does not exist.
Important:

Run bulk jobs during off-peak hours. Do not run bulk jobs during heavy call load.

Supervisors have no access to the Bulk Jobs tool.

Bulk Job Content Files

Bulk jobs apply changes entered in content file templates. Content file templates are in .csv format.

The content file is syntactically validated before the bulk job is created. Database-related errors and conflicts are reported during execution of the job.

To download and complete a content file template for a bulk job, follow these steps:

Procedure
    Step 1   Navigate to Unified CCE Administration Manage > Other > Bulk Jobs to open the List of Bulk Jobs page.
    Step 2   Click Download.

    The Download Templates popup window opens.

    Step 3   Click the Download icon for the template you want to use.
    Step 4   Click OK to close the Download Templates popup window.
    Step 5   Open the template in Microsoft Excel.
    Step 6   Populate the file.
    Step 7   Save the populated file locally.

    Content File Rules

    Content File Create Operations

    The content file spreadsheets follow these CREATE rules:

    • All columns in the spreadsheet must be present, but the cells for optional fields can be left blank.
    • Rows in the file are processed sequentially. It is possible for a content file to fail at any point (at any row), in which case objects up to but not including that row are added or updated. If a row fails, all additions or updates before that row succeed, but all subsequent create and update operations fail.
    • Agent: Creating an agent with the following cells populated implicitly creates the objects if they do not exist: agent team, skill group, attributes, supervisor team, and department— subject to rules for global administrators and departmental administrators.
    • Dialed number: Creating a dialed number with the call type and department populated implicitly creates those objects, if they do not already exist— subject to rules for global administrators and departmental administrators.
    • Call type: Creating a call type with department populated implicitly creates a department, if it does not already exist—subject to department field rules for global administrators and departmental administrators.
    • Skill group: Creating a skill group with department populated implicitly creates a department, if it does not already exist—subject to department field rules for global administrators and departmental administrators.

    Content File Update Operations

    The Content file spreadsheets follow these UPDATE rules:

    • Enter a value in a field to change the existing value.
    • Leave a field blank to keep the existing value.
    • Enter ~ in a field to clear the value in the existing value.

    Content File Delete Operations

    The Content file spreadsheets follow these DELETE rules:

    • Agent: Enter a value in the agentid field or the username field to delete an agent record.
    • Dialed number: Enter values in the dialed number string field and the routing type field to delete a dialed number record.
    • Call type: Enter a value in the name field to delete a call type record.
    • Skill group: Enter a value in the name field to delete a skill group record.

    All other fields must be empty. Values present in any other fields generate an error.

    Department Field Rules for Global Administrators and Departmental Administrators

    Restriction:

    For the Create and Update operation rules for the agent content file, there are certain exceptions for global and departmental agents, supervisors, and teams. (See Departments for more information.)

    In a Create or Update operation:
    • Global administrators can leave the department field blank. In a Create operation, leaving the field blank creates a global agent or dialed number. In an Update operation, leaving the field blank retains the existing department.
    • Global administrators can enter or update a department in an agent, dialed number, call type, or skill group. This creates the department if it does not exist.
    • When global administrators create or update a global agent, dialed number, call type, or skill group, existing related fields can be global or can be in any department. Newly created related fields will be global.
    • When global administrators create or update a departmental agent, dialed number, call type, or skill group, existing related fields can be global or must be in that department. Newly created related fields will be in that department.
    • Departmental administrator must enter one of the departments they administer when creating or updating an agent, dialed number, call type, or skill group.
    • When departmental administrators create a departmental agent, dialed number, call type, or skill group, existing related fields can be global or must be in that department. Newly created related fields will be in that department.
    In a Delete operation:
    • Global administrators can delete global and departmental agents, dialed numbers, call types, and skill groups.
    • Departmental administrators can delete agents, dialed numbers, call types, and skill groups that are associated with the departments they administer.

    Bulk Agent Content File

    The content file for the agent bulk job contains these fields:

    Field

    Required?

    Description

    operation

    yes

    Enter one of the following (case-insensitive):

    • CREATE
    • UPDATE
    • DELETE

    agentID

    no

    Enter a unique string of up to 11 digits. AgentID is automatically generated if you leave the field blank.

    In an UPDATE operation:

    • You cannot change agentID
    • If you leave the field blank, the userName must reference an existing agent

    userName

    yes

    Enter up to 32 alphanumeric characters as the username for this agent.

    In an UPDATE operation:

    • If you leave this field blank, the agentID must reference an existing agent.
    • If the agentID references an existing agent, you can change the userName.

    firstName

    yes

    Enter a maximum of 32 characters.

    lastName

    yes

    Enter a maximum of 32 characters.

    password

    no

    Enter a maximum of 256 ASCII characters. Password is case-sensitive.

    The default Minimum Password Length has been set in System > Settings (see System Settings for Agents).

    loginEnabled

    no

    Indicates whether the agent is able to log in to the agent desktop. If not specified, defaults to True.

    description

    no

    Enter up to 255 characters to describe the agent. If description is left blank during a CREATE operation, it is set to the ID of the bulk job performing the CREATE operation.

    agentStateTrace

    no

    Indicates whether agent state trace is enabled for this agent. Defaults to False.

    agentDeskSettingsName

    no

    Enter the desk settings associated with this agent.

    In a CREATE operation, your entry of agentDeskSettingsName generates an error when there is no desk settings with that name.

    Leaving this blank applies the System Default Desk Settings.

    agentTeamName

    no

    Enter the team in which this agent is a member.

    In a CREATE operation, your entry of agentTeamName creates that team if it does not already exist. It appears in the List of Teams with the description BulkJob ID ####, where #### is the number of the bulk job.

    Note   

    If you associate this agent with a department, the agent can belong to a global team or to a team associated with that department. Global agents can belong to global teams only; they cannot belong to departmental teams.

    skillgroup(s)

    no

    Enter the skill groups with which this agent is associated, delimited by the ";" character. For example: sales;billing;support.

    In a CREATE operation, your entry of skillgroup creates that skill group if it does not already exist. It appears in the List of Skill Groups with the description BulkJob ID ####, where #### is the number of the bulk job.

    defaultSkillGroup

    no

    Enter the default skill group associated with this agent. If the field is specified, it must reference a skill group defined for the agent.

    In an UPDATE operation, an error is generated if the value is no longer one of the agent's skill groups.

    attributes

    no

    These fields are name = value pairs delimited by the ";" character, where = value is optional for existing attributes. For example, english=true;sales=7.

    Adding an attribute with a data type (Boolean or Proficiency) and a value (true or 9), either directly in the Attributes tool or with a bulk job, defines and protects the data type and establishes that value as the default.

    If an attribute does not yet exist in the Attributes tool, entering an attribute name without a value generates an error. For example if english is not yet an attribute, then english returns an error.

    You cannot change the data type, but you can change the value. If english was created asTtrue, entering english retains the True value in a bulk update. You can also enter english=false, which sets the agent attribute value to False, leaving the attribute default value at True. You cannot enter english=10.

    To clear an agent's attribute value and reestablish the attribute default on a bulk update, just specify the attribute name, for example, english.

    In a CREATE operation, your entry of attribute creates that attribute if it does not already exist. It appears in the List of Attributes with the description BulkJob ID ####, where #### is the number of the bulk job.

    supervisorUsername

    no

    Enter an existing active directory username. When this field is valid, the agent's supervisor flag is set to True. An invalid entry or a blank field sets the agent's supervisor flag to False.

    domainName

    no

    Enter the active directory domain name in which the supervisorUsername exists. If this field is blank, the system populates it with the default domain name.

    supervisorTeams

    no

    Enter names of teams that will be supervised by this supervisor, delimited by the ";" character. For example: team1;team2;team3. Populating this field but leaving supervisorUserName blank generates an error.

    In a CREATE operation, your entry of supervisorTeams creates that team if it does not already exist. It appears in the List of Teams with the description Bulk Job ID: ####, showing the number of the bulk job.

    Note   

    If you associate this supervisor with a department, the supervisor can supervise only teams in that department. If the supervisor is a global supervisor, the supervisor can supervise any global or departmental teams.

    departmentName

    no

    The department for this agent.

    A global administrator's entry of department creates that department if it does not already exist. It appears in the List of Departments with the description BulkJob ID ####, where #### is the number of the bulk job.

    If the department already exists, then that department can be entered by a global administrator or by an administrator who administers that department.

    Related References

    Bulk Dialed Number Content File

    The content file for the dialed number bulk job contains these fields:

    Field

    Required?

    Description

    operation

    yes

    Enter one of the following (case-insensitive):

    • CREATE
    • UPDATE
    • DELETE

    dialedNumberString

    yes

    The dialedNumberString for this dialed number. Enter a string value that is unique for the routing type, using a maximum of 25 characters. Valid values are alphanumeric, +, and @.

    You cannot update dialedNumberString.

    routingType

    yes

    The routing type for this dialed number. Values are 1 to 4:

    • 1 (External Voice) Select this option for dialed number strings that apply to voice calls coming from Cisco Unified Customer Voice Portal (CVP).
    • 2 (Internal Voice) Select this option for dialed number strings that can be called from a Cisco Unified Communications Manager phone.
    • 3 (Outbound Voice) Select this option for dialed number strings that are used by the Cisco Outbound Option Dialer.
    • 4 (Multichannel) Select this option for dialed number strings that are routed to an agent who must interact with a customer by email or by web chat.

    You cannot update routingType.

    description

    no

    The description for this dialedNumberString. Enter a maximum of 255 characters. If the description field is left blank in a CREATE operation, it is set to the ID of the bulk job performing the CREATE operation.

    callTypeName

    no

    Enter a name for the call type using a maximum of 32 characters. Valid characters are period(.), underscore (_), and alphanumeric. The first character must be alphanumeric.

    In a CREATE operation, your entry of callTypeName creates that call type if it does not already exist. It appears in the List of Call Types with the description BulkJob ID ####, where #### is the number of the bulk job.

    mediaRoutingDomainName

    yes, for routingType 4

    Optional for routingTypes 1, 2, and 3. If supplied, must be Cisco_Voice.

    Required for routingType 4 (Multichannel). Must be defined in the Configuration Manager tool (Media Routing Domain List).

    departmentName

    no

    The department for this dialed number.

    A global administrator's entry of department creates that department if it does not already exist. It appears in the List of Departments with the description BulkJob ID ####, where #### is the number of the bulk job.

    If the department already exists, then that department can be entered by a global administrator or by an administrator who administers that department.

    Related References

    Bulk Call Type Content File

    The content file for the call type bulk job contains these fields:

    Field

    Required?

    Description

    operation

    yes

    Enter one of the following (case-insensitive):

    • CREATE
    • UPDATE
    • DELETE

    name

    yes

    Enter a name for the call type using a maximum of 32 characters. Valid characters are period(.), underscore (_), and alphanumeric. The first character must be alphanumeric.

    description

    no

    The description for this call type. Enter a maximum of 255 characters. There is no restriction on characters. If the description field is left blank in a CREATE operation, it is set to the ID of the bulk job performing the CREATE operation.

    serviceLevelThreshold

    no

    Maximum time in seconds that a caller should wait before being connected with an agent.

    Enter a value in seconds, using positive 32-bit integers only.

    serviceLevelType

    no

    Indicates how the system calculates the service level:

    • 1 = Ignore Abandoned Calls
    • 2 = Abandoned Calls have Negative Impact
    • 3= Abandoned Calls have Positive Impact

    If not specified, this field is set to the system default.

    bucketIntervalName

    no

    Identifier of the bucket interval, used for reporting.

    If specified, the value must match an existing bucket interval.

    If not specified, this field is set to the system default.

    departmentName

    no

    The department for this call type.

    A global administrator's entry of department creates that department if it does not already exist. It appears in the List of Departments with the description BulkJob ID ####, where #### is the number of the bulk job.

    If the department already exists, then that department can be entered by a global administrator or by an administrator who administers that department.

    Related References

    Bulk Skill Group Content File

    The content file for the skill group bulk job contains these fields:

    Field

    Required?

    Description

    operation

    yes

    Enter one of the following (case-insensitive):

    • CREATE
    • UPDATE
    • DELETE

    name

    yes

    Enter a name for the skill group using a maximum of 32 characters. Valid characters are period(.), underscore (_), and alphanumeric. The first character must be alphanumeric.

    description

    no

    The description for this skill group. Enter a maximum of 255 characters. There is no restriction on characters. If the description field is left blank in a CREATE operation, it is set to the ID of the bulk job performing the CREATE operation.

    serviceLevelThreshold

    no

    Maximum time in seconds that a caller should wait before being connected with an agent.

    Enter a value in seconds, using positive 32-bit integers only.

    serviceLevelType

    no

    Indicates how the system calculates the service level:

    • 1 = Ignore Abandoned Calls
    • 2 = Abandoned Calls have Negative Impact
    • 3= Abandoned Calls have Positive Impact

    If not specified, this field is set to the system default.

    bucketIntervalName

    no

    Identifier of the bucket interval, used for reporting.

    If specified, the value must match an existing bucket interval.

    If not specified, this field is set to the system default.

    mediaRoutingDomainName

    no

    Enter a name for the Media Routing Domain using a maximum of 32 characters. Valid characters are period(.), underscore (_), and alphanumeric. The first character must be alphanumeric.

    If specified, the value must match an existing Media Routing Domain name.

    If not specified, this field is set to Cisco_Voice.

    You cannot change the mediaRoutingDomainName in an UPDATE operation. You must either leave this field blank or enter the existing mediaRoutingDomainName value.

    departmentName

    no

    The department for this skill group.

    A global administrator's entry of department creates that department if it does not already exist. It appears in the List of Departments with the description BulkJob ID ####, where #### is the number of the bulk job.

    If the department already exists, then that department can be entered by a global administrator or by an administrator who administers that department.

    Related References

    Add and Maintain Bulk Jobs

    This procedure explains how to create a bulk job. See also Review Bulk Job Details and Delete Objects.

    Procedure
      Step 1   Navigate to the Unified CCE Administration Manage > Other > Bulk Jobs to maintain (Add, Review, and Delete) bulk jobs.
      Step 2   Click New to open the New Bulk Job window.
      Step 3   In the optional Description fields, enter up to 255 characters to describe the bulk job. See Native Character Sets.
      Step 4   In the required Content File field, browse to the content file you have completed for this bulk job. The content file is validated before the bulk job is created.
      Step 5   Click Save.

      Review Bulk Job Details

      To review the details for a bulk job, click the bulk job row on the List of Bulk Jobs page. Fields on the page are display-only.

      Field Description

      ID, Description, and Type

      Show the ID, description entered and type of bulk job selected when the bulk job was created.

      State

      Shows one of:
      • Queued: The bulk job has been queued and will process when any jobs submitted ahead of it have completed. When multiple bulk jobs are submitted, they are run in the order they are created.
      • Processing: The bulk job is being processed. To view the progress, click Log File Download to monitor the log file.
      • Succeeded: All operations in the bulk job were successful.
      • Partially Succeeded: Some operations were successful, and some were unsuccessful.
      • Failed: All operations were unsuccessful.
      • Cancelled: A bulk job is canceled when another bulk job failed while this job was in the queued state.

      Host

      The hostname of the Administration and Data server where the bulk job was initiated and will be stored. When deleted, bulk job content files and log files will be deleted from this host.

      Created

      The time the bulk job was submitted.

      Started

      The time the bulk job entered the processing state.

      Finished

      The time the bulk job completed or failed (left the processing state).

      Total Time

      The time the bulk job spent in the processing state. This is calculated as Finished - Started.

      Content File

      Click Download to open the Content .csv file that was submitted for this bulk job. You must authenticate to open or save this file. If your deployment includes two Administration and Data server hosts, this button is disabled if the bulk job was created using Unified CCE Web Administration on a host that is different from the host on which the job is being viewed.

      Log File

      Click Download to open the log file for this bulk job. If the job is still processing, click Download again to the review updates the job progresses. You must authenticate to open or save this file. If your deployment includes two Administration and Data server hosts, this button is disabled if the bulk job was created using Unified CCE Web Administration on a host that is different from the host on which the job is being viewed.

      A log file is generated for each bulk job. The log file is retained until the bulk job is deleted and contains detail of each operation that was executed, as well as a summary indicating if the bulk job completed successfully or had failures.