When used without forms, the command line utility is designed to read a comma separated value file that contains contact information and interaction details. The contact properties imported are based on the name of each property, while interaction properties are based on the propertyID from the iService database.

The first line of your input file MUST specify the details of each column in the file (i.e., column header). And, the first column that includes a contact property MUST specify the identifier for the contact record. The contact identifier is usually the Login (Email Address) of the contact, but if you use another contact property as a unique identifier (e.g., account number) that could also be used. However, beware that Login and Contact ID are the only database enforced unique field for a contact.

Column Headings for Login/Email

The format for the Login/Email address must be one of the following:

contact-login or contact-Login (email).

The format for column headings is as follows:

For Contact Properties

contact-(description)DISPLAY NAME

Contact indicates the property is a contact property. Description is only used for multi-value properties that have a description (e.g., phone number might include home or mobile). The Display Name is exactly as shown within the iService Customer Info>Contacts>Details tab. Some examples of contact property headings are shown below.

contact-(home)Phone

contact-Company

For Interaction Properties

interaction-(description)ID

Interaction indicates the property is an interaction property. Description is only used for multi-value properties that have a description. The ID is the actual property ID from the database, and can be found in the Admin Tools>Segment>Interaction Properties tab. Some examples of interaction property headings are shown below.

interaction-(department)2 - this indicates an interaction property whose ID is 2. However, this property allows more than one value and each value has a label. An example of this might be tracking billable minutes by department. The property captures the number of billable minutes, but a label is used to indicate the corresponding department.

interaction-4 - this indicates an interaction property whose ID is 4.

Required properties for agent email

Agent emails require the following values, and the column headings MUST match the definition below or file processing will fail.

•emailtopicID – The ID number of the topic for the message. This can be found in the Admin Tools>Segments>Topics tab by highlighting the desired topic.

•emailbody – The body of the email. Typically, this will be a stock response that is predefined rather than a full text body. If a stock response is used, it must be entered in the standard variable format as $stock#$ or $stock#’name’$ . The # represents the ID of the stock response, and the name represents the display name of the stock response. In all cases, the ID of the stock response must be present and if a name is used it must be inside single quotes.

•emailsegmentID – The ID of the segment in which the agent email is sent.

•emailmailboxID – The ID of the mailbox used to send the email. It must be a mailbox within the selected segment.

•Emailsubject – The subject line of the agent email message.

•Emailaddress – The email address of the recipient. This email address must exist as a Login (Email) property value, but will be created by iService if it does not already exist.

Optional Fields

•AddRef – If this field is included and the value is FALSE, the message Ref# will not be included in the subject line of the agent email when sent. If this value is not included, the standard message format including the Ref# in the subject line will be used.

•Emailnote – Information stored in the Private Comments section of the agent email. This is an optional parameter.

Required properties for notes

Adding a note to contact history requires most of the same values as Agent Emails.

•emailtopicID – same as agent email.

•emailbody – same as agent email.

•Emailnote – same as agent email.

•emailsegmentID – same as agent email.

•Emailsubject – The subject line of the note.

The following fields are NOT used when creating notes for history.

•Emailaddress

•emailmailboxID

Required properties for tickets

Creating a ticket requires most of the same values as Agent Emails.

•emailtopicID – same as agent email.

•emailbody – same as agent email.

•Emailnote – same as agent email.

•emailsegmentID – same as agent email.

•Emailsubject – The subject line of the ticket.

•Emailaddress – same as agent email.

The following fields are NOT used when creating Tickets.

•emailmailboxID

There are two ways to use the command line utility: with forms and without forms. Using forms provides a significant increase in processing speed, and simplifies the requirements of the CSV input file.

To use the command line utility with forms, follow the first two steps outlined in the Batch Form Submission Utility section above. Once the form and input file are prepared, use the following command to execute the utility.

BatchUtility.exe input_filename.csv webservice URL agent_user_name password –formid id# [-renameinput] 

The –formid parameter tells the utility to process the CSV input file through iService forms. The id of the iService form can be found from the Admin Tools–Forms page.

The -renameinput parameter is optional and will rename the input file by pre-pending the current date to the file. This is useful if you have an automated process that runs daily against files with an identical name.

The input file when using the batch form submission process is much simpler than using the legacy not-forms approach. Simply name the column headings of your .CSV file using the format form-ID, where the ID is the corresponding field within the form to which you are submitting the .CSV file. For instance, if your iService form has a field with an ID of "FirstName", the column heading within the .CSV file would be "form-FirstName".