Adding an Import

To add an import, first follow these steps:

  1. From the Worklist Manager Importer home page, click IMPORT DATA for the INTERACTION_X table to which you wish to import data. A list of all imports for that INTERACTION_X table is shown (if any exist).
  2. Click Add.

The import is created immediately. Next, follow the steps below to set it up.

Step 1/6 - Select an Import Source

  1. In the Import Name box, type a name for your import.
  2. In the Where to import from dropdown, select the type of source from which you want to import records. Additional boxes appear depending on your selection.

  3. For importing records from a database, select the database that you want to use in the Database dropdown.

    Note: The Database dropdown is populated using the CONNECTIONLIST database table.

  4. For importing records from a file, either:

    1. To import a file from a shared network, type the full path of the file in the File from Shared Network box.

      Note: You must type the full UNC path of the file, including the file name and file name extension.

      You cannot import files from a C: drive.

    2. To import a file from your Azure environment (for cloud deployments), type the name of the Azure container in the Azure container name box and the file name in the File from Shared Network box.
  5. For importing records via the Worklist Import Web API, type an example JSON string into the Import from Json string box. For more information about JSON imports, see More about JSON Imports.
  6. Click Next.

Step 2/6 - Import Settings - Database

  1. In the SELECT * FROM dropdown, select the database table or view from which you wish to import records. Syntelate Studio shows the fields of the selected table/view.

  2. (Optional) To filter the records to be imported, type a SQL WHERE clause condition in the WHERE box.

    Tip: Double-click a field to add it to your WHERE clause.

    To see a 5-row extract of the results returned by your query, click Query Table.

  3. Click Next.

Step 2/6 - Import Settings - File

  1. If the first row of your import file contains column names, click Yes for Does the first row contain the column names?

    Tip: To make use of Syntelate Studio’s Auto Mapping functionality in step 3, you must include column names in your import file.

  2. In the Date & Time Format, Date Format, and Time Format boxes, type the format used for date and/or time fields in your import file.

    You can use the following notation in the date and/or time fields:

    Format specifier Description
    d The day of the month, from 1 through to 31.
    dd The day of the month, from 01 through to 31.
    ddd The abbreviated name of the day of the week, for example “Mon”.
    dddd The full name of the day of the week, for example “Monday”.
    h The hour, using the 12-hour clock from 1 to 12.
    hh The hour, using the 12-hour clock from 01 to 12.
    H The hour, using the 24-hour clock from 0 to 23.
    HH The hour, using the 24-hour clock from 00 to 23.
    m The minute, from 0 through to 59.
    mm The minute, from 00 through to 59.
    M The month, from 1 through to 12.
    MM The month, from 01 through to 12.
    MMM The abbreviated name of the month, for example “Jan”.
    MMMM The full name of the month, for example “January”.
    tt The AM/PM designator.
    yy The year, from 00 to 99.
    yyyy The year, from 0000 to 9999.
  3. For imports from a Microsoft Excel workbook only, select the worksheet from which you wish to import data in the Excel Worksheet Name box.

  4. (Optional) For imports from a comma-separated values file or text file only, type the character that surrounds each value in the Text Qualifier box.

    EXAMPLE 

    Let’s say that you want to import the following data from a text file:

    "First name";"Surname"
    "Jack";"Atkins"
    "Emily";"Wightman"

    Here the Text Qualifier is " and the Delimiter is ;. The first row does contain column names.

  5. For imports from a text file only, type the character used to separate each value in the Delimiter box.

    Tip: Type \t if the values are separated by tabs.

  6. Check that the data in the Extract from file section looks correct.
  7. Click Next.

Step 2/6 - Import Settings - Json

  1. In the Date & Time Format, Date Format, and Time Format boxes, type the format used for date and/or time fields in your JSON.

    Tip: For the notation for these boxes, see Step 2/6 - Import Settings - File above.

    You can use the following notation in the date and/or time fields:

    Format specifier Description
    d The day of the month, from 1 through to 31.
    dd The day of the month, from 01 through to 31.
    ddd The abbreviated name of the day of the week, for example “Mon”.
    dddd The full name of the day of the week, for example “Monday”.
    h The hour, using the 12-hour clock from 1 to 12.
    hh The hour, using the 12-hour clock from 01 to 12.
    H The hour, using the 24-hour clock from 0 to 23.
    HH The hour, using the 24-hour clock from 00 to 23.
    m The minute, from 0 through to 59.
    mm The minute, from 00 through to 59.
    M The month, from 1 through to 12.
    MM The month, from 01 through to 12.
    MMM The abbreviated name of the month, for example “Jan”.
    MMMM The full name of the month, for example “January”.
    tt The AM/PM designator.
    yy The year, from 00 to 99.
    yyyy The year, from 0000 to 9999.
  2. Check that the data in the Extract from Json section looks correct.
  3. Click Next.

Step 3/6 - Worklist Field Mappings

Syntelate Studio shows the fields of the INTERACTION_X table to which you will be importing records. On this page, you define how these fields are populated for each new record that the Worklist Manager Importer imports.

There are three ways to populate a field:

  • From import field: Populate the field using a field in your source database/file/JSON.
  • From user value: Populate the field with a specific value. This value is used for all imported records.
  • From pre-defined date function: Populate the field with the Current Date, Current Time, or Current Date and Time.

Syntelate Studio’s Auto Mapping functionality automatically maps fields that have the same name in the import source and the INTERACTION_X table (ignoring differences in case). To automatically map fields, click Auto Mapping.

Warning: If you have already manually mapped any fields, Auto Mapping will clear these. A dialog box warns you of this when you click Auto Mapping. Click Map to proceed.

To manually specify how a field should be populated, follow these steps:

  1. Click Edit for the field that you want to manually map. A dialog box appears.
  2. Either:
    1. Click From import field and select the field in the source database/file/JSON that you want to import from.

    2. Click From user value and type the value that you want to use for the field.

      Note: Syntelate Studio will not allow you to enter a value of the wrong data type. For example, you cannot enter a string value for an integer field in your INTERACTION_X table.

    3. Click From pre-defined date function and select either Current Date, Current Time, or Current Date and Time.
  3. Click Map.

To clear a mapping for a specific field, click Delete for that field. A dialog box appears. Click Clear.

To clear all mappings, click Clear All. A dialog box appears. Click Clear.

Once you’ve mapped all fields, click Next.

Step 4/6 - Import Settings

  1. If in step 3 you did not map a field to LKTL_CBPRIORITY, then in the Priority dropdown, select the priority to assign to each imported record.

  2. If in step 3 you did not map a field to LKTL_NUMTRIES, then in the Number of attempts to contact client box, type the number of times (from 1 to 99) that an attempt should be made to contact the customer.

    Note: LKTL_NUMTRIES decreases by 1 each time the agent uses a completion code that has the RETRYINTERVAL field populated. For more information, see COMPLETION_CODES.

  3. If in step 3 you did not map a field to LKTL_RETRYAFTER, then in the Start attempt Date and Time boxes, enter the date and time after which the Worklist Engine will start attempting to pass the record to an agent.
  4. (Optional) If in step 3 you did not map a field to LKTL_RETRYBEFORE, then in the End attempt Date and Time boxes, enter the date and time when the Worklist Engine will stop attempting to pass the record to an agent.
  5. (Optional) If in step 3 you did not map a field to LKTL_LIFO, then in the Last in first out Date and Time boxes, enter the date and time to use for prioritizing records according to last-in-first-out rules.
  6. If in step 3 you did not map a field to LKTL_TZOFFSET, then in the Time Zone (Hours offset from UTC) box, type a number of hours from UTC (Coordinated Universal Time), including - if behind UTC. This time zone offset is applied to each imported record.
  7. If in step 3 you did not map a field to LKTL_CPGNO, then in the Campaign Name dropdown, select the universe to assign to each imported record.
  8. (Optional) If in step 3 you did not map a field to LKTL_AGENTGROUPNO, then in the Agent Group dropdown, select the agent group to assign to each imported record.
  9. Click Next.

Step 5/6 - Schedule Import

To define when the import should be run, follow these steps:

  1. In the When should the import be performed dropdown, select whether the import should be performed On Demand / Once / Every X second(s) / Every X minute(s) / Every X hours(s) / Every X day(s) / Every X week(s).

    Note: For a JSON import, select On Demand.

  2. If you selected Every X …(s) for When should the import be performed, then in the How often should the import be repeated box, type a number representing the X.

    EXAMPLE 

    Jack enters the following details:

    • When should the import be performed: Every X hours(s)
    • How often should the import be repeated: 2

    Jack’s import runs every 2 hours.

  3. Unless you selected On Demand in the When should the import be performed dropdown, then in the Date and Time boxes under Schedule Begins, enter the date and time when the import should first be run.
  4. (Optional) In the Date and Time boxes under Schedule Ends, enter the date and time after which the import should no longer be run.

Next, you can add one or more email addresses to which an automated email will be sent whenever your import is successfully run and/or whenever it fails. For more information about how to do this, see Managing Import Emails.

When you’re done, click Next.

Step 6/6 - Import configuration complete

You have now configured your import.

To run it now, click Run Import. This functionality is not intended for JSON imports: instead make a call to the Worklist Import Web API.

To publish it and make it active, click Publish and Active.

To publish it and make it dormant, click Publish and Dormant. You can make it active later.