Agent Assist Contact Management
\\nIn the Contact management system, you can:
\\n- \\n
- Upload a file to add/replace the (customer) contacts in Agent Assist* \\n
- Import a contacts file from Puzzel FTP to add/replace the (customer) contacts in Agent Assist* \\n
- See contacts/search for contacts \\n
- See the contact file Import log \\n
* If configured, these contacts are also available and searchable in the Agent application as search source\\n Customers when the agent wants to make an outbound call or when choosing Forward\\n to consult or transfer the call.\\n
\\n\\n\\n \\n
\\nThe file must be a Microsoft Excel file with extension
We recommend using these header row names to simplify the column mapping:
\\n\\nExternal id, First name, Last name, Phone, Mobile, Email 1, Email 2, Working title,\\n Organization, Department, Street name, Street number, Zip code, Zip location, Country, ExternalLink
\\n\\nTo upload a file with (customer) contacts, click File upload and follow\\n the instructions.
\\n\\n- \\n
- First, click Choose file and select the correct Excel file on your\\n computer. \\n
- Then choose Replace and append or Full\\n replace. \\n
- Then select the correct Sheet in your file. \\n
- If your file contains a header row, make sure to check “The sheet has headers in\\n the first row” \\n
- Then click Next \\n
On the Map columns page, you must map the columns in the file to the\\n correct columns in the Contact table in Puzzel. If you have used the proposed column header names, (most\\n of) the mapping will be done automatically.
\\n\\nIf this file’s format is the format you will use the next time (every time) you upload a contact file, it\\n is very useful to click Save current mapping.
\\n\\nWhen you’re done with the mapping, click Next to go to the
If the mapping looks correct, then click Start import. If not, click <\\n Back to adjust the mapping or Cancel.
\\nWhen the import is done, you can see a new entry in the Import log.
\\n\\nRequirements
\\n\\n- \\n
- External id is required. This is the contact’s unique id e.g.\\n from your (master) CRM system. (If a file contains 2 rows with the same external id, the last record\\n will replace the first imported record). \\n
- Last name is required \\n
- A contact must have at least one phone number (Phone or Mobile) or at least one\\n email address. \\n
- Phone numbers must be on correct format (see below). \\n
A contact that does not meet requirements 2, 3 and 4 is not imported!
\\n\\nPhone and Mobile numbers
\\n\\nIf a contact has one Mobile number and/or one Fixed number, put the number(s) in the correct column. If a\\n contact has 2 mobile numbers or 2 fixed number, we recommend putting one in Phone and one in Mobile.
\\n\\nPhone numbers are stored on E.164 format in the Contact list in Puzzel, and\\n should therefore be written on this format in the file: “+[country code][subscriber\\n number]”. Examples: +4712345678 or +447712345678.\\n
\\n\\nHowever, Puzzel will convert phone numbers to the correct format when importing a file:
\\n\\n- \\n
- For numbers starting with ‘00’ we will replace ‘00’ with ‘+’ \\n
- For numbers NOT starting with 00 or + we will add ‘+’ and the correct\\n country code according to the defined default country. \\n
- All spaces will be removed \\n
- In numbers containing ‘(0)’ we will remove ‘(0)’ \\n
Import Mode
\\n\\n- \\n
- \\n Full replace\\n
- \\n
- The existing contact list is deleted and all new contacts from this file are imported. Notes on\\n contacts (if any) in Puzzel will disappear. \\n
\\n - \\n Replace and append\\n
- \\n
- A contact in the file with an external id already in the list will be updated. All existing info\\n for this id is deleted and all info for this id in the file is added. \\n
- A contact in the file with a new external id will be added. \\n
- A contact in the list in Puzzel that is not in the file will not be changed. \\n
\\n
One file can contain max 10.000 rows, so if you want to upload more contacts\\n than this, you must split your contacts into 2 or more files and upload them one at a time. There is no\\n specific max number of rows in the contact table in the Puzzel Contact database table.
\\n\\nPlease note that if a file contains 2 rows with the same external id, the last record will replace the\\n first imported record.
\\n\\n \\n
\\nThe settings page allows for ftp configurations to import contacts file that is placed in Puzzel FTP.
\\n\\nYou must ensure that you have access to the ftp server by requesting credentials from Puzzel Support if\\n required. IP address of the client accessing Puzzel FTP must be whitelisted by Puzzel.
\\n\\nIf you are generating contacts list files from your crm or other systems, ensure that you are able to\\n connect to the Puzzel FTP server.
\\n\\nIf FTP is configured correctly, Puzzel will look for a new file periodically (every 15 mins), and if a\\n file is found, then it’s imported and moved to a sub-folder “/AgentAssistContactsImport/Archive”
\\n\\nConfiguration
\\n\\nFile Path: You must ensure that the files are uploaded to /AgentAssistContactsImport
\\n\\nFile type: Choose the file extension from the drop-down list of
\\n- \\n
- Csv \\n
- Xlsx \\n
- Xls \\n
For file type csv, choose the delimiter from the drop-down list of
\\n- \\n
- ; (semi colon) \\n
- , (comma) \\n
- . (period) \\n
- Tabbed (tab) \\n
For file type xls or xlsx, choose the sheet which contains your contacts (only one sheet can be selected\\n
\\n\\nFile name: Enter the filename of the contacts file to be imported (without file extension)
\\n\\nNumber of columns: choose the number of columns in your contacts file
\\n\\nImport Mode: Select from the drop-down \\\"Full replace\\\" or \\\"Replace and append\\\"
\\n\\nCheck the box ‘The file has headers in the first row’ if the contacts list file contains headers
\\n\\nMapping
\\n\\nTo map the columns of the contacts list file to the database fields, click the button ‘Generate columns’\\n
\\n\\nFor file type csv, the columns are numbered (Column 0, Column 1…) and for file type xls or xlsx the\\n columns are labelled with letters (column A, Column B…)
\\n\\nSave settings
\\n\\nOnce the mapping is completed, you can save the settings so that any subsequent import uses the stored\\n settings for automatic processing.
\\n\\nImport Modes
\\n\\n- \\n
- \\n Full replace\\n
- \\n
- The existing contact list is deleted and all new contacts from this file are imported. Notes on\\n contacts (if any) in Puzzel will disappear. \\n
\\n - \\n Replace and append\\n
- \\n
- A contact in the file with an external id already in the list will be updated. All existing info\\n for this id is deleted and all info for this id in the file is added. \\n
- A contact in the file with a new external id or without external id will be added. \\n
- A contact in the list in Puzzel that is not in the file will not be changed. \\n
\\n
Please note that if a file contains 2 rows with the same external id, the last record will replace the\\n first imported record.
\\n