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Good morning everyone.

I trust all of you are doing well and had a wonderful Christmas and New Years.

I've been asked by Genesys Support to raise our customer's issue in this forum as they were unable to provide any further guidance and assistance.

I have been assisting our customer in resolving their issue utilizing the Python SDK to perform an automated upload to External Contacts. We are at a point where the Python script and APIs appear to have successfully uploaded the one Test Contact, and the GUI appears to confirm a new Row has been added.

However, when searching for that Test Contact via the GUI, the Test Contact is not found.

We have no indication of why that is, nor was Genesys Support able to advise why that is as well.

I have attached the Python script and supporting log files from the customer

Has anyone come across this before?

If you are using Python to successfully perform a bulk upload, could you please advise and perhaps share the information with us?

Thank you.

Olá @Bernard Soh!

One common reason for this behavior is Division configuration. In External Contacts bulk import, the division is defined in the Import Settings. If the contact was imported into a division that the searching user does not have access to (or if the UI is filtered by another division), the import will show as Completed with success, but the contact will not appear in search results.

I'd recommend checking:

• which Import Settings were used by the job,

• which division is configured in those settings,

• and whether the user searching for the contact has access to that division (and no division filter applied in the UI).

I think this could be the begning of the investigation. Share the import settings, to see if could be that. 

Good morning everyone.

I trust all of you are doing well and had a wonderful Christmas and New Years.

I've been asked by Genesys Support to raise our customer's issue in this forum as they were unable to provide any further guidance and assistance.

I have been assisting our customer in resolving their issue utilizing the Python SDK to perform an automated upload to External Contacts. We are at a point where the Python script and APIs appear to have successfully uploaded the one Test Contact, and the GUI appears to confirm a new Row has been added.

However, when searching for that Test Contact via the GUI, the Test Contact is not found.

We have no indication of why that is, nor was Genesys Support able to advise why that is as well.

I have attached the Python script and supporting log files from the customer

Has anyone come across this before?

If you are using Python to successfully perform a bulk upload, could you please advise and perhaps share the information with us?

Thank you.

Ola @Fernando Sotto dos Santos.

How are you today?

Thank you very much for responding. We have actually found a bug both within the UI and this appears to have an impact when its used within the Python Script.
We have found if you attempt an Bulk Import via the GUI using the 2 default settings as highlighted, and leaving all other options as default.

The import will "succeed" however the contact is not imported.
Similarly, if you followed the steps as shown in Developer Bulk Import External Contacts APIs

3.4 Create an External Source

external_source = ExternalSource()
external_source.name = "CsvBulkImport"
external_source.active = True

external_source_response = external_contacts_api.post_externalcontacts_externalsources(external_source)

3.5 Configure Import Settings

contact_import_settings = ContactImportSettings()
contact_import_settings.external_source_id = external_source_response.id
contact_import_settings.import_fields = import_fields
contact_import_settings.matching_criteria = ["Email", "Phone"]
contact_import_settings.merge_contacts = True
contact_import_settings.name = "BulkImportSettings"

Leaving these two with the default will also see it "succeed" but fail to import the contact.

Only by creating and replaced those values with a new External Source and Import Settings in both GUI, and Python script does it work successfully.

We have tested this internally and can confirm that is the issue, and we are currently awaiting an update from our customer for their validation and confirmation.

Olá @Bernard Soh!

One common reason for this behavior is Division configuration. In External Contacts bulk import, the division is defined in the Import Settings. If the contact was imported into a division that the searching user does not have access to (or if the UI is filtered by another division), the import will show as Completed with success, but the contact will not appear in search results.

I'd recommend checking:

• which Import Settings were used by the job,

• which division is configured in those settings,

• and whether the user searching for the contact has access to that division (and no division filter applied in the UI).

I think this could be the begning of the investigation. Share the import settings, to see if could be that. 

Good morning everyone.

I trust all of you are doing well and had a wonderful Christmas and New Years.

I've been asked by Genesys Support to raise our customer's issue in this forum as they were unable to provide any further guidance and assistance.

I have been assisting our customer in resolving their issue utilizing the Python SDK to perform an automated upload to External Contacts. We are at a point where the Python script and APIs appear to have successfully uploaded the one Test Contact, and the GUI appears to confirm a new Row has been added.

However, when searching for that Test Contact via the GUI, the Test Contact is not found.

We have no indication of why that is, nor was Genesys Support able to advise why that is as well.

I have attached the Python script and supporting log files from the customer

Has anyone come across this before?

If you are using Python to successfully perform a bulk upload, could you please advise and perhaps share the information with us?

Thank you.

Ola @Fernando Sotto dos Santos.

How are you today?

Thank you very much for responding. We have actually found a bug both within the UI and this appears to have an impact when its used within the Python Script.
We have found if you attempt an Bulk Import via the GUI using the 2 default settings as highlighted, and leaving all other options as default.

The import will "succeed" however the contact is not imported.
Similarly, if you followed the steps as shown in Developer Bulk Import External Contacts APIs

3.4 Create an External Source

external_source = ExternalSource()
external_source.name = "CsvBulkImport"
external_source.active = True

external_source_response = external_contacts_api.post_externalcontacts_externalsources(external_source)

3.5 Configure Import Settings

contact_import_settings = ContactImportSettings()
contact_import_settings.external_source_id = external_source_response.id
contact_import_settings.import_fields = import_fields
contact_import_settings.matching_criteria = ["Email", "Phone"]
contact_import_settings.merge_contacts = True
contact_import_settings.name = "BulkImportSettings"

Leaving these two with the default will also see it "succeed" but fail to import the contact.

Only by creating and replaced those values with a new External Source and Import Settings in both GUI, and Python script does it work successfully.

We have tested this internally and can confirm that is the issue, and we are currently awaiting an update from our customer for their validation and confirmation.

Olá @Bernard Soh!

One common reason for this behavior is Division configuration. In External Contacts bulk import, the division is defined in the Import Settings. If the contact was imported into a division that the searching user does not have access to (or if the UI is filtered by another division), the import will show as Completed with success, but the contact will not appear in search results.

I'd recommend checking:

• which Import Settings were used by the job,

• which division is configured in those settings,

• and whether the user searching for the contact has access to that division (and no division filter applied in the UI).

I think this could be the begning of the investigation. Share the import settings, to see if could be that. 

Good morning everyone.

I trust all of you are doing well and had a wonderful Christmas and New Years.

I've been asked by Genesys Support to raise our customer's issue in this forum as they were unable to provide any further guidance and assistance.

I have been assisting our customer in resolving their issue utilizing the Python SDK to perform an automated upload to External Contacts. We are at a point where the Python script and APIs appear to have successfully uploaded the one Test Contact, and the GUI appears to confirm a new Row has been added.

However, when searching for that Test Contact via the GUI, the Test Contact is not found.

We have no indication of why that is, nor was Genesys Support able to advise why that is as well.

I have attached the Python script and supporting log files from the customer

Has anyone come across this before?

If you are using Python to successfully perform a bulk upload, could you please advise and perhaps share the information with us?

Thank you.

Looks like this question is resolved 😊
When you get a chance, please mark the reply that helped most as the Best Answer. It helps others with the same question!

Ola @Fernando Sotto dos Santos.

How are you today?

Thank you very much for responding. We have actually found a bug both within the UI and this appears to have an impact when its used within the Python Script.
We have found if you attempt an Bulk Import via the GUI using the 2 default settings as highlighted, and leaving all other options as default.

The import will "succeed" however the contact is not imported.
Similarly, if you followed the steps as shown in Developer Bulk Import External Contacts APIs

3.4 Create an External Source

external_source = ExternalSource()
external_source.name = "CsvBulkImport"
external_source.active = True

external_source_response = external_contacts_api.post_externalcontacts_externalsources(external_source)

3.5 Configure Import Settings

contact_import_settings = ContactImportSettings()
contact_import_settings.external_source_id = external_source_response.id
contact_import_settings.import_fields = import_fields
contact_import_settings.matching_criteria = ["Email", "Phone"]
contact_import_settings.merge_contacts = True
contact_import_settings.name = "BulkImportSettings"

Leaving these two with the default will also see it "succeed" but fail to import the contact.

Only by creating and replaced those values with a new External Source and Import Settings in both GUI, and Python script does it work successfully.

We have tested this internally and can confirm that is the issue, and we are currently awaiting an update from our customer for their validation and confirmation.

Olá @Bernard Soh!

One common reason for this behavior is Division configuration. In External Contacts bulk import, the division is defined in the Import Settings. If the contact was imported into a division that the searching user does not have access to (or if the UI is filtered by another division), the import will show as Completed with success, but the contact will not appear in search results.

I'd recommend checking:

• which Import Settings were used by the job,

• which division is configured in those settings,

• and whether the user searching for the contact has access to that division (and no division filter applied in the UI).

I think this could be the begning of the investigation. Share the import settings, to see if could be that. 

Good morning everyone.

I trust all of you are doing well and had a wonderful Christmas and New Years.

I've been asked by Genesys Support to raise our customer's issue in this forum as they were unable to provide any further guidance and assistance.

I have been assisting our customer in resolving their issue utilizing the Python SDK to perform an automated upload to External Contacts. We are at a point where the Python script and APIs appear to have successfully uploaded the one Test Contact, and the GUI appears to confirm a new Row has been added.

However, when searching for that Test Contact via the GUI, the Test Contact is not found.

We have no indication of why that is, nor was Genesys Support able to advise why that is as well.

I have attached the Python script and supporting log files from the customer

Has anyone come across this before?

If you are using Python to successfully perform a bulk upload, could you please advise and perhaps share the information with us?

Thank you.