Packaged CCE Administration Guide for Release 9.0(x)
Bulk Jobs
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Bulk Jobs

Bulk Jobs

Use bulk jobs to create and edit multiple individual agent and dialed number records in a single operation, based on the data specified in a content file.

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.

Individual changes, such as updating the last name for a newly-married agent or updating the call type for one or two dialed numbers, are best handled in the Agents or Dialed Numbers tools.

Although bulk job content files create agents and dialed number records explicitly, they also implicitly create related records. For example, an agent bulk job content file contains cells for agent teams, skill groups, and attributes. Entering content in those cells creates those objects if they do not exist. Similarly, a dialed number bulk job content file contains cells for call types and departments; entering those cells creates those objects if they do not exist.

Important:

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

Administrators have full access to Bulk Job configuration. Supervisors have no access to this tool.

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.

Individual changes, such as updating the last name for a newly-married agent or updating the call type for one or two dialed numbers, are best handled in the Agents or Dialed Numbers tools.

Although bulk job content files create agents and dialed number records explicitly, they also implicitly create related records. For example, an agent bulk job content file contains cells for agent teams, skill groups, and attributes. Entering content in those cells creates those objects if they do not exist. Similarly, a dialed number bulk job content file contains cells for call types and departments; entering those cells creates those objects if they do not exist.

Important:

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

Supervisors have no access to this tool.

Bulk Job Content Files

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

To implement a content file for a bulk job:

  1. Click Download on the List of Bulk Jobs page.
  2. Open the template you want in Microsoft Excel (the Agents Template or the Dialed Numbers Template).
  3. Populate the file.
  4. Save the populated file locally.

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

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.
  • All additions or updates before that row succeed, but all subsequent create and update operations fail.
  • Creating an agent with these cells populated implicitly creates the objects if they do not exist— agent team, skill group, attributes, supervisor team, and department..
  • Creating a dialed number with the call type and department populated implicitly those objects, if they do not already exist.
Content File Update Operations

The Content file spreadsheets follow these UPDATE rules:

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

Bulk Agent Content Plan

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

Field

Description

operation (Required)

CREATE or UPDATE (case-insensitive)

agentID (Optional)

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

In an UPDATE operation:

  • you cannot change agentID
  • if you leave the field blank, the loginName must reference an existing agent

userName (Required)

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

In an UPDATE operation:

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

firstName (Required)

Enter a maximum of 32 characters.

lastName (Required)

Enter a maximum of 32 characters.

password (Optional)

Enter a maximum of 32 characters. Password is case-sensitive. There are no size restrictions unless Minimum Password Length has been configured in Settings.

loginEnabled (Optional)

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

description (Optional)

Enter up to 255 characters to describe the agent. If description is left blank on a create, it is set to “BulkJob ID ####” where #### is the ID of the bulk job performing the creation.

agentStateTrace (Optional)

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

agentDeskSettingsName (Optional)

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 (Optional)

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.

skillgroup(s) (Optional)

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.

Leaving this blank in an UPDATE operation removes all skill group associations for the agent.

defaultSkillGroup (Optional)

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.

Leaving this blank applies the System Default Skill Group.

attributes (Optional)

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 as true, 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 (Optional)

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 (Optional)

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

supervisorTeams (Optional)

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.

In an UPDATE operation, if this field is left blank, the agent is removed as a supervisor for any teams.

Related References

Bulk Dialed Number Content Plan

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

Field

Description

operation (Required)

CREATE or UPDATE (case-insensitive)

dialedNumberString (Required)

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 edit a dialedNumberString in an UPDATE operation.

You cannot update dialedNumberString.

routingType (Required)

The routing type for this dialed number. Values are:

  • 1 (External Voice) Select this for dialed number strings that apply to voice calls coming from Cisco Customer Voice Portal (CVP).
  • 2 (Internal Voice) Select this for dialed number strings that can be called from a Cisco Unified Communications Manager (CUCM) phone.
  • 3 (Outbound Voice) Select this for dialed number strings that are used by the Cisco Outbound Option Dialer.
  • 4 (Multichannel) Select this 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 (Optional)

The description for this dialedNumberString. Enter a maximum of 255 characters. There is no restriction on characters. If the description field is left blank on a create, it is set to “BulkJob ID ####” where #### is the ID of the bulk job performing the creation.

callTypeName (Optional)

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

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).

In a CREATE operation, your entry of mediaRoutingDomainName generates an error when there is no media routing domain with that name.

Related References

Add and Maintain Bulk Jobs

Navigate to the Unified CCE Administrator Manage > Other > Bulk Jobs interface to maintain (Add, Review, and Delete) bulk jobs.

This opens a List of Bulk Jobs window.

Procedure
    Step 1   Click New to open the New Bulk Job window.
    Step 2   In the optional Description fields, enter up to 255 characters to describe the bulk job. See Native Character Sets.
    Step 3   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 4   Click Save.

    Related References

    Review Bulk Job Details

    To review the details for a bulk job, click the bulk job ID link on the List of Bulk Jobs page. With the exception of Content File Download and Log File Download, 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 CREATE and UPDATE operations in the bulk job were successful.
    • Partially Succeeded: Some CREATE or UPDATE operations were successful, and some were unsuccessful.
    • Failed: All CREATE and UPDATE operations were unsuccessful.
    • Cancelled: A bulk job is cancelled when another bulk job failed while this job was in the queued state

    Host

    The host name 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.