Manage Points of Contact

The steps required to create a single point of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POC) differ depending on the channel for which you're creating the POC (for example, chat or phone). The POC page displays different fields depending on the channel for which you're creating the POC.

Create a Single Point of Contact

Required permissions: Points of Contact Create

The following links take you to instructions for configuring a single point of contact for:

Assign a Point of Contact to a Skill

Required permissions: Points of Contact Create and Skills Edit

Editing the Point of Contact page to assign a skill to the POC.

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > Point of Contact.

  3. Click an existing point of contact.
  4. Click the Details tab.

  5. Click Edit.

  6. In the Skill field, select the ACD skill to which you want to assign the point of contact.
  7. Click Done.

Create/Edit Multiple Points of Contact

Required permissions: Points of Contact Create

You can upload multiple points of contactClosed The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address. (POC) at the same time either to create new, or modify existing, POCs. If you use bulk upload to modify existing points of contact, use the Row Changed column in the file to indicate which POCs changed. Otherwise, the platform considers all rows to be updated and takes much longer to upload the file.

You can also use the downloaded file of existing POCs for other purposes if needed.

Manage Multiple Points of Contact Page

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > Point of Contact.

  3. Click Create New > Manage Multiple Points of Contact.

  4. If you are creating new points of contact, click Download Template. If you are modifying existing points of contact, click Download Existing Points of Contact. If you want to download this information for use elsewhere, you can disregard the remaining steps in this task.

  5. Open the downloaded file in an application that will let you edit it (for example, Excel or Notepad).

  6. Complete the applicable fields for a new POC, or modify the fields you want to change for an existing POC.

    Field

    Details
    Row Changed Whether the POC in a row contains changes which is one of these values: Y (yes) or N (no). Leaving the field blank has the same effect as entering N. If you don't specify the changed rows, the system assumes all rows have been changed and processing time increases.

    Point of Contact ID

    The system-generated ID for an existing point of contact. Don't modify this value. If the row represents a new point of contact, leave the field blank.

    Media Type ID The system ID of the media type, which is one of: 1 (email), 3 (chat), 4 (inbound phone call), or 6 (work item). Don't change this value for an existing POC.
    Name The user-defined name for an existing POC or where enter a name (100 characters maximum) for a new POC.
    Point of Contact

    The current point of contact information for an existing POC or where you enter a value for a new POC. Don't change this value for an existing POC. For new POCs, the following criteria apply:

    • Chat and work item POCs are assigned by the system; leave this field blank
    • For email POCs, enter the leading value of the email address and the system will append the trailing portion automatically. For example, if the email address should be mynewemail@mycompany.com, enter only mynewemail in this field.
    • For inbound phone POCs, enter the phone number. These phone numbers are set up by Professional Services and must have been configured before you upload the new POC information on this template.
    Status Displays Active or Inactive for current POCs. If you are adding a new POC, leave this field blank.
    Skill ID The ID of the skill associated with an existing POC, or where you enter a skill ID for a new POC. This field accepts numeric values and you must enter the skill ID, not the skill name. Skill IDs can be found in the skills table.
    Script The name of the script associated with an existing POC, or where you enter a script name for a new POC. This script should already exist in the system.
    IVR Reporting Enabled Displays True or False for existing POCs. For a new POC, enter True if you want an IVR report to be generated by the POC, or False if you don't want an IVR report.
    Notes Allows you to enter additional information about the POC. The field accepts a maximum of 2,000 characters.
    Path to Logo Applies to POCs for the chat channel only; disregard for all other channels. Allows you to specify the URL for the logo used in the chat profile associated with this POC. You must have already uploaded the logo image to a web server or to files and folders for your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
    Forward To Number This field is no longer used and should be disregarded.
    Chat Profile ID Applies to POCs for the chat channel only; disregard for all other channels. Allows you to specify the chat profile associated with this POC. This field accepts numeric values and you must enter the chat profile ID, not the name. Chat profile IDs can be found on the chat profile Details page.
  7. Save the file.

  8. On the Manage Multiple Records page, click Choose File. You can repeat the first two steps of this procedure if you no longer have the page open.

  9. Browse for the file you created, select it, and click Open.

  10. Select the File Type corresponding with the file you chose. The field accepts the values of Text (.csv) or Excel (.xlsx).

  11. Select an option for Rows to Include. If you are creating new points of contact, or modifying existing points of contact and chose not to use the Row Changed column, select All Rows. If you are modifying existing points of contact and chose to use the Row Changed column, select Changed Rows Only.

  12. Click Upload File.

  13. When the Data File Processing & Results page displays a note that you should receive the results of the upload via email, check your email to verify that no errors occurred during the upload. Resolve any errors that appear by fixing the issue in the file you uploaded, then clicking Back and repeating the upload. If you have no errors, click Close.

    If the email indicates that the batch failed, you can find details about the processing of the batch files under the Schedule Run History Report Report.

Deactivate Points of Contact

Required permissions: Points of Contact Deactivate

You can deactivate or activate points of contact (POC) as needed. If you deactivate a POC and get an error that says "Cannot be deactivated because it is still assigned to an active skill", you may be able to resolve it with these steps.

  1. Find an old, deactivated ACD skill and reactivate it.
  2. Assign this POC to the reactivated skill.
  3. Deactivate the skill you reactivated.
  4. Try to deactivate the point of contact again.