Genesys Cloud - Main

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.  

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Hi George,  Yes we are using the Bulk Import and the format is .csv.  

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.  

This just keeps happening over and over, without any indication that it is already there.  

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now. 

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Hi George, this did not work with google sheets csv UTF-8. here is the file I tried using.   I have also posted a ticket in support for the bug we found.  

I have attached the googlesheet document we used.  Following the steps from your document.    Also the screen shot of the error (the queue is built)

1- open google sheets & sign in
2- new document
3- copy and paste the lines into google sheets
4- download as csv (google states that with this download, as long as you do not reopen it, it is saved as UTF-8 format)
5- went into Genesys to admin > People
6- Clicked Bulk Import
7- Unselected 'Send Invite Now' 
8- Selected 'Update existing people'
9- Clicked 'Start Import'

The import goes smoothly until it gets to Queues, then it gives the message that I screenshot for you.

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

@Erin Neufeld tell Care that Development is already aware and your ticket should be escalated to get tied to their work. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-21-2019 13:51
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Awesome, thanks for your assistance George!   My Case number is: 0002502492

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

Original Message:
Sent: 03-21-2019 13:55
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

@Erin Neufeld tell Care that Development is already aware and your ticket should be escalated to get tied to their work. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 13:51
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

@George Ganahl  Hi George,  it looks like this fix from dev has resolved the + sign issue.  I did find another little issue when testing which i wanted to bring up, just in case it shows up in google sheets. 

Excel -

Bulk upload file with 6 queues,  the fourth queue will claim it doesn't exist, but it will not give you the option to create it, as it is already there. 

When you go into the person, the queue is listed under them, but you manually have to check the check box. 
 Because we have 6 queues for our one department,  every single time, no matter which order i have the queues in, it will fail on the fourth one.  (i have added the upload that i was using for your viewing pleasure..) 

To add to this,  it does work in google sheets.  

Thanks for your help! 
​

name	email	phone_work	title	department	email_manager	location_work	roles	queues	division	skills
New User	newuser@kaltire.com		Inside Sales	Kal Pro Plus			employee, Outbound Agent, PureCloud User	KPPa, KPPb, KPPc,  KPPd,  KPPe, KPPf	Home

------------------------------
Erin Neufeld
[Job Title]
Kal Tire, LTD
------------------------------

Original Message:
Sent: 03-21-2019 15:40
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Awesome, thanks for your assistance George!   My Case number is: 0002502492

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 13:55
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

@Erin Neufeld tell Care that Development is already aware and your ticket should be escalated to get tied to their work. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 13:51
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

What format do you save the file as from Excel? I'm wondering if you need to choose CSV UTF-8 (Comma delimited) (*.csv) in the Save As dialog.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-29-2019 13:22
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

@George Ganahl  Hi George,  it looks like this fix from dev has resolved the + sign issue.  I did find another little issue when testing which i wanted to bring up, just in case it shows up in google sheets.

Excel -

Bulk upload file with 6 queues,  the fourth queue will claim it doesn't exist, but it will not give you the option to create it, as it is already there.

When you go into the person, the queue is listed under them, but you manually have to check the check box.
 Because we have 6 queues for our one department,  every single time, no matter which order i have the queues in, it will fail on the fourth one.  (i have added the upload that i was using for your viewing pleasure..)

To add to this,  it does work in google sheets.

Thanks for your help!
​

name	email	phone_work	title	department	email_manager	location_work	roles	queues	division	skills
New User	newuser@kaltire.com		Inside Sales	Kal Pro Plus			employee, Outbound Agent, PureCloud User	KPPa, KPPb, KPPc,  KPPd,  KPPe, KPPf	Home

------------------------------
Erin Neufeld
[Job Title]
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 15:40
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Awesome, thanks for your assistance George!   My Case number is: 0002502492

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 13:55
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

@Erin Neufeld tell Care that Development is already aware and your ticket should be escalated to get tied to their work. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 13:51
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

In the testing,  I just tried plan old excel csv, and it worked.   It wasn't until after I put in 6 queues where I started to see the 'error'   

I did the exact same test in google sheets UTF-8 and it worked.  

I just wanted to mention it as it might be something as simple as the coding for queue 4, as all other queues would check off, except whichever one was in column 4.  

So it looks like the fix for the + was fixed in regular excel csv, & UTF-8.  

thanks!

------------------------------
Erin Neufeld
[Job Title]
Kal Tire, LTD
------------------------------

Original Message:
Sent: 03-29-2019 14:43
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

What format do you save the file as from Excel? I'm wondering if you need to choose CSV UTF-8 (Comma delimited) (*.csv) in the Save As dialog.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-29-2019 13:22
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

@George Ganahl  Hi George,  it looks like this fix from dev has resolved the + sign issue.  I did find another little issue when testing which i wanted to bring up, just in case it shows up in google sheets.

Excel -

Bulk upload file with 6 queues,  the fourth queue will claim it doesn't exist, but it will not give you the option to create it, as it is already there.

When you go into the person, the queue is listed under them, but you manually have to check the check box.
 Because we have 6 queues for our one department,  every single time, no matter which order i have the queues in, it will fail on the fourth one.  (i have added the upload that i was using for your viewing pleasure..)

To add to this,  it does work in google sheets.

Thanks for your help!
​

name	email	phone_work	title	department	email_manager	location_work	roles	queues	division	skills
New User	newuser@kaltire.com		Inside Sales	Kal Pro Plus			employee, Outbound Agent, PureCloud User	KPPa, KPPb, KPPc,  KPPd,  KPPe, KPPf	Home

------------------------------
Erin Neufeld
[Job Title]
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 15:40
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Awesome, thanks for your assistance George!   My Case number is: 0002502492

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 13:55
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

@Erin Neufeld tell Care that Development is already aware and your ticket should be escalated to get tied to their work. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 13:51
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------

I tried to replicate your error, and could not, so I don't know what is different in my organization.

I downloaded the sample .csv from the Bulk Import page and modified the Sample User to have your 6 queues (KPPa-KPPf).

I created those queues before doing the import.

I did an import after editing in Excel and saving, had no problem with the six queues.

Saved from Excel as standard CSV (instead of the UTF .txt format) and still had no problem with the import.

So, I'm not sure what is happening at your location. Weird.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-29-2019 16:49
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

In the testing,  I just tried plan old excel csv, and it worked.   It wasn't until after I put in 6 queues where I started to see the 'error'

I did the exact same test in google sheets UTF-8 and it worked.

I just wanted to mention it as it might be something as simple as the coding for queue 4, as all other queues would check off, except whichever one was in column 4.

So it looks like the fix for the + was fixed in regular excel csv, & UTF-8.

thanks!

------------------------------
Erin Neufeld
[Job Title]
Kal Tire, LTD

Original Message:
Sent: 03-29-2019 14:43
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

What format do you save the file as from Excel? I'm wondering if you need to choose CSV UTF-8 (Comma delimited) (*.csv) in the Save As dialog.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-29-2019 13:22
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

@George Ganahl  Hi George,  it looks like this fix from dev has resolved the + sign issue.  I did find another little issue when testing which i wanted to bring up, just in case it shows up in google sheets.

Excel -

Bulk upload file with 6 queues,  the fourth queue will claim it doesn't exist, but it will not give you the option to create it, as it is already there.

When you go into the person, the queue is listed under them, but you manually have to check the check box.
 Because we have 6 queues for our one department,  every single time, no matter which order i have the queues in, it will fail on the fourth one.  (i have added the upload that i was using for your viewing pleasure..)

To add to this,  it does work in google sheets.

Thanks for your help!
​

name	email	phone_work	title	department	email_manager	location_work	roles	queues	division	skills
New User	newuser@kaltire.com		Inside Sales	Kal Pro Plus			employee, Outbound Agent, PureCloud User	KPPa, KPPb, KPPc,  KPPd,  KPPe, KPPf	Home

------------------------------
Erin Neufeld
[Job Title]
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 15:40
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Awesome, thanks for your assistance George!   My Case number is: 0002502492

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 13:55
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

@Erin Neufeld tell Care that Development is already aware and your ticket should be escalated to get tied to their work. ​

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 13:51
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

I just had some time to experiment, so answered my own question--UTF-8 format does not make a difference.
(Just saw your post that came in while I was working on it, Erin)

Development said they will take a look at it.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:32
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Sorry to be repetitive, but although you say you are using the .csv you don't say whether specifically saving it in UTF-8 format per the Resource Center article makes a difference. I haven't had time to try it out yet.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 12:28
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

Hi George,  Yes we are using the Bulk Import and the format is .csv.

To test this, I created a test Queue with a + symbol.  When doing the import, I get the message ''XXX+ not found'.  It gives me the option to create it, so I do.  When I go back into the queues, I can see two of the same queues.

This just keeps happening over and over, without any indication that it is already there.

We did a bulk import with our production queue about 10 months back like I mentioned and were able to do it.  Since we will eventually be ramping up in this queue, I wanted to work on this now.

thanks!

------------------------------
Erin Neufeld
Kal Tire, LTD

Original Message:
Sent: 03-21-2019 12:06
From: George Ganahl
Subject: Import failing when queue has a + sign in PureCloud

Just to be sure I am understanding correctly, you are using the Bulk Import under Admin>People to add new users to PureCloud, and you have the Queue designated in the .csv?

One thing to check would be the format of the .csv. I don't know if the "+" is being viewed as a double-byte character. Ensure it is UTF-8 just in case.

https://help.mypurecloud.com/articles/create-a-csv-file-in-unicode-or-utf-8-format/

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 03-21-2019 11:35
From: Erin Neufeld
Subject: Import failing when queue has a + sign in PureCloud

We are trying to use the People uploader  with our queue that has a + at the end.  It is not recognizing it at the queue stage, but treating it like a brand new queue with the open to create.

This queue has been around for a while & we have not tried to upload people to it for around 10 months. Did something restrict this?
#SystemAdministration

------------------------------
Erin Neufeld
Kal Tire, LTD
------------------------------