Corrie,
I noticed from some of your other posts that you appear to be using the Genesys Cloud platform? Is that the case for this question as well? If so, please be aware that advice you receive here will not be relevant to that platform as PureConnect and Genesys Cloud are completely different products, with their own data stores etc.
If this question also pertains to Genesys Cloud, please re-post over on the Genesys Cloud CX forum, where you are more likely to get a useful response. (That's not to say
@ryan hedlund's advice isn't excellent, it's just that it relates to PurConnect and not Genesys Cloud!)
HTH