Contents

Whitepages.txt File Format

The format of the WhitePages.txt file is identical to previous versions, with the exception that the plus character now precedes country codes by default. Each line contains a phone number, followed by one or more spaces or tabs, followed by the name of the entry, optionally followed by a pipe (‘|') character followed by address information, which can contain embedded pipe characters. CIC converts the pipe characters to new lines. The syntax is:

+telephone number Entry Name|Street Address|City, State Zip

The best way to understand this is to examine data in the sample WhitePages.txt file.

Note: In order to make the entries more readable, the entries have been split across two or three lines in the sample listing below. In the "real" WhitePages.txt file all entries are on one line.

#Customizing WhitePages.txt

# Customize this file if you want CIC to display directory information

# associated with a telephone number. The first line of directory information

# is displayed with a call in Interaction Client and the entire directory

# listing is displayed in the body of a fax or voice mail message.

# The information in WhitePages.txt file is divided into two segments. The left

# segment contains telephone numbers or area codes, and the right segment

# contains directory information.

# CIC uses this directory information in two ways. First, when a telephone call

# is displayed in a queue, CIC looks up the number and displays the first line

# of directory information (up to the first | symbol) with the call in

# Interaction Client (via the Eic_RemoteName call attribute).

#Note: This is the way it was done in 1.x, and it is still supported;

#however, we recommend that you modify the data to include the

#appropriate attribute names (see the paragraph immediately below).

# Second, CIC displays all of the directory information in the body of a fax or

# voice mail message; CIC retrieves this information with the WhitePagesAsync

# tool in a number of different handlers.

# It is possible for this information to be used outside of CIC. For example, to

# populate a set of fields for a client-side screen pop. In this case the

# original (CIC 1.x) format of the data doesn't provide the needed attribute

# information. So for example, instead of:

#+1-844-274-5992Genesys Telecommunications Lab, Inc.|2001 Junipero Serra Blvd|Daly City, CA 94014|USA

# you would have:

# Keep this in mind when migrating any 1.x WhitePages.txt data to a newer

# release.

# The WhitePages tool in Interaction Designer takes a Telephone Number as

# input, and returns the directory information as a string. If the directory

# information contains multiple lines (indicated by pipe (|)characters), each

# pipe is treated as a newline in the fax and voice mail forms.See the

# WhitePages tool documentation in Interaction Designer online help for more

# information on querying this data from handlers.

# You can update WhitePages.txt file while the CIC system is running; changes

# to it will take effect shortly after the file is updated. The file consists

# of one entry per line; each entry consists of a partial (or full) telephone

# number followed by whitespace followed by address information.Specify a

# full address by separating lines with the pipe (|) character (the pipe is

# replaced with a newline character when the directory information is returned

# from the tool).

# All lookups in WhitePages.txt are done on a longest-matching leading string

# basis.

# ***Note: WhitePages.txt is not designed for large numbers of entries. We have

# developed and ship with at least one third-party interface for reverse white

# pages lookups (Redi-Data, Inc.); more may be added in future

# releases.In addition, the reverse white page driver COM interface is now

# open/public, which means customers or resellers are free to implement their

# own drivers in VB, C++, etc.