Symptom or Need

When uploading your list of phone numbers or Do Not Call (DNC) records, evidence appears that not all records were uploaded or that the process stopped.

Context / Scenarios

1. The problem occurs on the Wolkvox Manager platform, specifically: when managing the general Do Not Call (DNC) List, or during Campaign Setup.
2. It occurs exclusively during the bulk upload process of databases using CSV format files.
3. The user may experience this behavior in both the wolkvox Manager Web version and the wolkvox Manager Desktop version.
    

Answer / Solution

Before reporting this case to our service desk, please review the following checklist to ensure your file complies with all established rules:

1. Check for possible duplicate numbers (most common cause)

• Duplicates in your file: Make sure each number appears only once in your list. If the system detects repeated numbers in your file, it may automatically stop the upload to prevent errors in your database.
• Duplicates on the platform (Numbers that already exist) : If your file has no duplicates, it's likely that the missing numbers are already registered in your DNC list. Our system automatically checks to avoid duplicating information; it loads new records and automatically discards those that are already protected.

- To check for duplicate records, take one of the numbers that was not loaded and search for it directly in the Manager module “ Do Not Call List”.
 

2. Strict file format

• The file must be saved in CSV (comma delimited) format with UTF-8 encoding.
• Make sure not to use semicolons (;) to separate columns, and do not include special characters in the headers, as this will interrupt the reading of the document.

3. Cleaning the numbers

• Numbers only: Confirm that the phone column contains only numbers , without any spaces (before or after the number), hyphens, or special characters.
• Be careful with Excel formatting: Sometimes Excel converts long numbers to "scientific format" (for example, 9.99E+09) . Keep in mind that the application does not recognize this format. Therefore, we recommend opening your CSV file in Notepad and verifying that the numbers are displayed correctly.
• Length and leading zeros: Check that the numbers do not have a length different from the expected one or unrecognized prefixes.

For example, if in your country mobile numbers have 10 digits and start with zero (e.g., 09XXXXXXXXX), check that when saving the file, Excel did not delete that initial zero.

4. Cleaning up hidden spaces and empty rows

• Remove any blank records, empty rows at the end of the document, or extra columns that do not have a header, as these can confuse the upload system.
• Verify that there are no hidden line breaks within the database.

If you have completely cleaned your file format following the steps above and the system is still stopping the upload of your new records, please contact our service desk attaching the cleaned file and the exact number of records where the import is stopping.

Recommendation

As a preventative measure and to optimize future bulk uploads, we recommend performing a cross-check against existing records on the platform, thus ensuring that the total file exactly matches the system's import report.

Possible Causes

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

• Numbers that already exist on your platform: If some phone numbers in your file were already registered on your general Do Not Call (DNC) list, the system will omit them. This is done automatically to avoid duplicating information, processing only new entries and discarding those already protected in your database.
• Repeated numbers within your file: If the document you are trying to upload contains the same number repeated multiple times, the upload process will stop completely. This is an automatic system security measure to prevent errors or inconsistencies in your information.
• Formatting problems or invalid characters: Reading the document will be interrupted if the file does not meet the exact required format. This occurs if you saved the document using semicolons (;), if you left special characters, unnecessary spaces, hidden line breaks, or empty rows at the end of the file. It also frequently happens when Excel converts very long numbers to "scientific format" ( for example, displaying them as 9.99E+09 ), as the system cannot recognize them .