Import and Export - FAQ

Import and export let you move data in and out of Cloud Voice in bulk using CSV (Comma-Separated Values) files. Instead of creating records one at a time, you can add many extensions, trunks, routes, or contacts from a single file. Use this page to troubleshoot the most common issues that come up when you import or export data.

Why won’t my data import?

If an import is rejected outright, one of the following is usually to blame. Check your file against each item below.

The file isn’t in the right format

Import files must be UTF-8 encoded .CSV files. If yours was saved in a different encoding or file type, the import will fail.

Tip

Choose an editor that preserves UTF-8 encoding:

• On Windows, edit the CSV in Ron’s Editor. To confirm or adjust the encoding, see How do I check or change the text encoding in Ron’s Editor? below.
• On macOS, use Table Tool, available free from the App Store.

Caution

Do not edit import CSV files in Excel. Excel rewrites the encoding and can silently corrupt the data, which causes the import to fail.

The parameters don’t meet requirements

Each type of import expects specific column names and a specific number of columns. If a parameter name is wrong or the column count doesn’t match what Cloud Voice expects, the file is rejected. Confirm your headers and columns against the parameter requirements for the data type you’re importing (extensions, trunks, routes, or contacts).

The file is too large

Import files must stay under a maximum size, which varies by data type:

Data type	Maximum file size
Contacts	Less than 300 MB
Extensions, trunks, inbound routes, outbound routes	Less than 50 MB

The file name is too long

Keep the file name under 127 characters.

The file no longer exists

If the source file was moved or deleted after you selected it, Cloud Voice can’t read it. Verify the file is still in its original location and try again.

Why did only some of my data import?

When Cloud Voice reports Failed to import part of data, the records that couldn’t be added are flagged for you. Download the results file and review the first column, ErrorCause, to see why each row was skipped.

Common reasons rows are skipped include:

• The import limit was reached. Any records beyond the maximum allowed count are dropped.
• The record is a duplicate. A row that matches data already on the PBX (Private Branch Exchange, your phone system), or that is repeated elsewhere in the same file, won’t be imported twice.
• A value doesn’t meet the parameter requirements. For example, an email address in an invalid format.
• A required value is missing. Rows that leave a mandatory field blank are skipped.

Fix the flagged rows in your CSV, then re-import.

Note

The rows that imported successfully are already saved in Cloud Voice, so you only need to correct the flagged rows. Because Cloud Voice skips any record that duplicates existing data, re-importing your corrected file will not create duplicate entries.

How do I check or change the text encoding in Ron’s Editor?

If you’re editing an import file in Ron’s Editor on Windows, confirm the encoding before you save:

1. Open the file in Ron’s Editor.
2. From the File menu, select Properties.
3. Review or change the value in the Text Encoding field, and set it to UTF-8.