Create a Calling List

Required security profile permissions: Calling List Create

You can create a calling list source file as a comma-or tab-delimited list in one of these file formats: .csvComma-Separated Values file; used to store tabular data such as a spreadsheet or database., .txt, .xls or .xlsx. The list must be manually uploaded in CXone as the final step in the creation process.

Although you can include both phone and email contact information in the same calling list file, you cannot upload that list once and assign it to both a proactive phone skill and a proactive email skill. If you want to use the same calling list for both functions, you must upload the list twice and assign one instance to a phone skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge and the other to an email skill.

  1. Open Microsoft Excel or a text editor like Notepad.
  2. (OPTIONAL) Use the first row to label your columns. If you are using a text editor, decide whether to separate the values with commas or Tab indentations.
  3. Create a column to contain unique identifiers and at least one to contain phone numbers if you plan to use the list for a phone skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge or email addresses if you plan to use the list for an email skill. Other information is helpful but not required; for example, it is recommended that, for phone skills, you include a zip code, city, and state on the primary record for best time zone matching. The calling list examples in this topic contain a unique identifier, the first name, the last name, phone number, zip code, and state code of the contact. It also contains a column that will change the Caller ID by record. For a better automatic mapping experience, give the columns a name that matches, or partially matches, system field names.

    Calling list files cannot exceed 256 MB in size; however, it is recommended that you keep your calling lists smaller than that for faster upload and fresher records. Each individual record in a calling list cannot exceed a length of 512 Unicode characters.

    When you add a phone number to a calling list, the dialer strips it of its formatting and stores the number in a universal format. This enables numbers to pass between calling lists and do not call lists without conflict.

  4. Save the file in one of the approved formats shown in the following images.
    •  File format: .xl or .xls

    • File format: comma-delimited .txt or .csv

    • File format: tab-delimited .txt or .csv

  5. Upload a Calling List.