Required security profile permissions: Stations Create
You can upload multiple stations at the same time to create new stations or modify existing, stations. You can also download a file of the existing stations.
Buttons
- Download Template
- Allows you to download a blank spreadsheet template in .csvComma-Separated Values file; used to store tabular data such as a spreadsheet or database. format that includes a column for each field in a station record.
- Download Existing Records
- Allows you to download a spreadsheet in .csv format that contains information for all stations in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. This enables you to easily modify settings for existing stations.
- Upload File
- Allows you to upload a file you created or modified using the template. The system processes the file to add new or change existing stations.
- Cancel
- Allows you to close the Manage Multiple Stations page and return to the stations list.
Fields
- Select File
- Enables you to locate a file on your hard drive containing stations you want to upload. This file must follow the approved template format.
- File Type
- Allows you to specify the type of file. The field accepts the values of Text (.csvComma-Separated Values file; used to store tabular data such as a spreadsheet or database.) or Excel (.xlsx).
Template Rows
The following fields are included in the templates available when you click Download Template or Download Existing Stations. Only files that use the template structure can be used to upload stations successfully.
- Station ID
- Displays the system-generated ID for an existing station. Do not modify this value. If the row represents a new station, leave the field blank.
- Station Name
- Displays the user-defined name for an existing station or allows you to enter a name (40 characters maximum) for a new station.
- Phone Number
- Displays the telephone number for an existing station or allows you to enter a value for a new station.
- Caller ID
- Displays the phone number that you want to appear to recipients when they receive a call from this station. This does not have to be the same value as Phone Number. For example, some organizations prefer that their primary number appear in Caller ID. Enter the value as numerals only (that is, 9998881234, not 999-888-1234).
- Station Profile ID
- Displays the ID of the station profile associated with an existing station, or allows you to enter a station profile ID for a new station. You must enter the ID for the station profile, not the name. The station profile ID can be viewed in the Station Profile Details.
- Notes
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- Chat Refusal Timeout
- Displays, for an existing station, the number of seconds that the system attempts to route a chat to an agent in active status before considering the interaction refused and routing the chat to another agent. For a new station, allows you to specify this value. If you do not enter a value, the system uses the default value for your business unit (typically, 45 seconds).
- Phone Call Refusal Timeout
- Displays, for an existing station, the number of seconds that the system attempts to route a phone call to an agent in active status before considering the interaction refused and routing the call to another agent. For a new station, allows you to specify this value. If you do not enter a value, the system uses the default value for your business unit (typically, 45 seconds).
- Voice Mail Refusal Timeout
- Displays, for an existing station, the number of seconds that the system attempts to route a voice mail to an agent in active status before considering the message refused and routing it to another agent. For a new station, allows you to specify this value. If you do not enter a value, the system uses the default value for your business unit (typically, 45 seconds).
- Work Item Timeout
- Displays, for an existing station, the number of seconds that the system attempts to route a work item to an agent in active status before considering the item refused and routing it to another agent. For a new station, allows you to specify this value. If you do not enter a value, the system uses the default value for your business unit (typically, 45 seconds).
- Station IP Address
- Displays the IP address for an existing station, or allows you to enter an IP address for a new station.
- Status
- Displays Active or Inactive for current stations. If you are adding a new station and leave this field blank, the system uses the default value of Active.
