Symptom or Need

The client reports that when uploading a file containing the phone list for the Do Not Call (DNC) list, the database does not load completely. The system stops the import after a specific number of records or discards part of the database, and the user cannot identify the reason or duplicate records.

Context / Scenarios

1. Affected Modules: Do Not Call (DNC) List module and DNC assignment in Campaigns within Wolkvox Manager.
2. Display environments: wolkvox Manager Web and wolkvox Manager Desktop.
3. Process involved: Bulk import and indexing of CSV (comma delimited) files with UTF-8 encoding.
4. System behavior (Business rules): The scenario is triggered by the platform's validation logic that interacts directly with the database:

• Primary key restriction: If the DNC database already contains the numbers, the system rejects duplicate records and only inserts new ones, generating a numerical discrepancy in the load report without throwing an error.
• Safety stop: If the upload batch (the client's CSV file) contains duplicate records within the same file, the system automatically stops the entire upload execution to avoid data inconsistencies.

Answer / Solution

To resolve this issue, the following validations and actions must be performed:

1. File format verification:

• Ensure that the uploaded file format is strictly CSV (comma delimited) with UTF-8 encoding. If you use semicolons (;) or contain special characters in the headers, the upload may be interrupted.
• Open the CSV file in Notepad to verify that the numbers have not been transformed into scientific format by Excel's automatic action ( e.g., 9.99E+09 ), as the platform does not recognize this nomenclature.
• Verify that the file does not contain empty rows at the end, nor additional columns without a header.
• Removes blank records, unnecessary spaces (before or after the number) and line breaks.

2. Data cleansing and removal of duplicates:

• Confirm that the records contain only numbers, without spaces, hyphens, or special characters.
• Make sure there are no duplicate numbers within the same file to prevent execution from stalling.
• Check if the rejected numbers have different lengths or problems with country codes.

For example : In Ecuador, mobile numbers have 10 digits (e.g., 09XXXXXXXXX). If your records have 10 digits but start with 9 (without the initial 0), check if the records that loaded have any difference in their first digit compared to those that failed.

3. Platform verification (Discard):

• Check directly in the Do Not Call List module search bar of Wolkvox Manager one of the numbers that was not loaded to confirm if it already exists. If it already exists, the system operated correctly according to the established business rules to avoid data redundancy.
• Check if the missing records are concentrated at the end of the file or if, on the contrary, they are distributed intermittently throughout the entire database.
• If the problem persists, try loading the database while switching environments (from Web Manager to Desktop, or vice versa). Also, use a test module to determine if the issue is specific to this client operation or if it occurs in other operations.

Escalation

If, after the previous validations and eliminations, the problem persists, escalate the case to Level 3 (Core Team).

Remember to document all validations and rejections performed in the case, and attach the respective evidence.

Possible Causes

The failure or discrepancy in the bulk load is usually caused by one of the following reasons:

1. Database-level duplication: The system has a validation and integrity logic that prevents the insertion of duplicate primary keys. If the phone numbers already exist in the global DNC list table, the system rejects them and only processes new records, automatically discarding the remaining indexed entries.
2. Duplication within the batch: If the file contains repeated numbers within the same database, the loading process automatically pauses execution to avoid inconsistencies in the exclusion database.
3. Format and character inconsistencies: The use of incorrect delimiters (such as semicolons), special characters, scientific formatting generated by Excel (e.g., 9.99E+09), line breaks, or empty rows at the end of the document cause interruptions in reading the file.

Recommendation

Inform the client that the missing numbers are likely already protected under the general restriction list. As a preventative measure and to optimize future bulk uploads, recommend cross-checking against existing records on the platform to ensure the file total exactly matches the system import report.