Sending Files with inContact


When an inContact customer needs to send a file, such as a contact that has been recorded, from an inContact script back to a server on their network, they have more than one option.  They can email the file as an attachment.  They can use the SENDFILE action, which uses the standard FTP protocol to send the file back to an FTP server on their network.  Both Email and SENDFILE actions typically accomplish this task sending one file at a time.  When there are larger volumes of files or very large files being sent, it may be more efficient to use the inContact FTP server.   InContact customers can set up FTP or SFTP accounts with inContact and schedule the files to be sent to an internal inContact FTP server where the customer can then retrieve those files using either FTP or SFTP protocols. 

The questions that naturally arise are ‘when’ and ‘why’… is one method or protocol better than the other?  As with all things, it depends on what you are doing and what you need to accomplish.  Each will move a file from point A to point B and there are no doubt an assortment of reasons as diverse as there are customers.  So allow me to speak in general terms.

Email is a good way to put something directly into a persons hands but it is not such a good way to put a file in a folder on a server (besides the mail server).  For that purpose FTP is more ideal.  SENDFILE is a great way to put files on your servers and do so in a timely fashion, one at a time.  However, speaking from an operational perspective, if you have lots of files to send, sending them one file at a time using SENDFILE is not the most efficient method of delivery.  For large volumes or numbers of files, using a batch job to retrieve them from our FTP server is the most efficient method.   This is done by requesting that we set up a scheduled transfer of your files from our Fileserver to our FTP server.  The customer will be given a unique login and password and will then be able to login and retrieve those files at their discretion.  If you have the need for an additional layer of security, you can even use a Secure FTP or SFTP protocol to retrieve those files.  This protocol will encrypt your files before they are sent over the internet to your FTP server.  Once there, they will be stored in their normal unencrypted format.   While SFTP is not supported with the SENDFILE actions, it is enabled by default on our FTP storage servers and customers may opt to use FTP or SFTP when they retrieve their files.

The ability to move data between our customers’ networks and the inContact network is crucial.  At inContact we recognize that and provide methods that are flexible, easy to use and secure.