• 5.19 • draft

Configuration

Before your agents are able to use the Bright Pattern Contact Center (BPCC) Mobile app, please note the following.

Access Requirements

Use of the Mobile app must be enabled by your service provider for your contact center. If your contact center has this feature enabled, note that your users must be assigned the privilege Login to Mobile app in order to use the Mobile app.

Also note the following:

• If your contact center uses single sign-on, your mobile users must have the Bypass Single Sign-On privilege
• If you limit system access by client IP address :
  • Your mobile users must have the Privileged Access IP Range privilege
  • The Allow users with "Privileged Access IP Range" privilege from following address ranges setting must be set to <Any> (the default setting.)

	Your contact center configuration includes a predefined role that combines all of the above privileges. The role is called Mobile User.

Administrator Settings

The following settings should be considered when contact center administrators are configuring the Mobile app.

Exit No Answer State

Agents in the Ready state who do not accept service interactions are automatically switched to the Not Ready state with the reason No Answer. In the desktop world, this is a fairly rare situation, and the agents would see that they are in the Not Ready - No Answer state as soon as they look at the screen. So, the desktop agents would normally exit this state manually. In the mobile world, on the one hand, the probability of No Answer situations sharply increases and, on the other hand, the agents are more likely to remain unaware of being in the Not Ready - No Answer state unless they check their smartphone.

Thus for mobile agents, the new Exit No Answer State settings allow you to automatically return Mobile app users to the Ready state after a configurable timeout. To prevent constant transitions in and out of the No Answer state (e.g., when a smartphone is misplaced or left unattended), there is an additional option to log the user out automatically after a configured number of No Answer transitions.These options are set via the Contact Center Administrator application, section Call Center Configuration > General Settings and by default are enabled for agents logged in on the Mobile app.

If you prefer that your mobile agents remain in the Not Ready - No Answer state until they exit it manually you can disable the automatic exit option.

System Requirements

To ensure normal operation of your contact center, the devices of your Mobile app users must conform to the following system requirements.

Supported Platforms

iOS

• OS Versions
  • 14.4 and later
• Devices
  • All iPhone models [with the above iOS version] except the following models:
    • 6s
    • 6s Plus
    • SE (1st generation)

Android

• OS Versions
  • 8.0 and later
• Devices
  • Stock Android (e.g., Google Pixel 4a)
  • OneUI 1.0 and later (i.e., Samsung Galaxy models)
  • LG UX 9.0 and later
  • Zebra TC52X

App Size Requirements

iOS

The Mobile app size for iOS devices is around 30 MB. Please ensure you have at least 36 MB of internal storage space available on your device in order for the app to function normally.

Android

The Mobile app size for Android devices is around 60 MB. Please ensure you have at least 20 MB of internal storage space available on your device in order for the app to function normally.

iOS Settings for Best App Performance

In order to ensure the Mobile app works best with your iOS device, we recommend configuring the following settings.

Notes:

• The following settings are specific to iOS 14.8.1. That is, they may exist in different sections and have different names in other versions of iOS.

Notifications

• Bright Pattern Mobile
  • Allow Notifications > On
  • Alerts > Enable all (i.e., Lock Screen, Notification Center, and Banners)
  • Banner Style > Persistent
  • Sounds > On
  • Badges > On
  • Show Previews > Always (Default)

Do Not Disturb

• Do Not Disturb > Off

Android Settings for Best App Performance

In order to ensure the Mobile app works best with your Android device, we recommend configuring the following settings.

Notes:

• The following settings are specific to Android 11. That is, they may exist in different sections and have different names in other versions of Android.
• A mobile device vendor is capable of creating custom Android settings in the UI. This means that options and possible values can be slightly different depending on what kind of phone you are using.
• When in doubt, use the "search" button in section Settings in order to find the desired options.

Notifications

• Notifications pop-up style > Detailed
• Included apps
  • Bright Pattern Mobile > On
• Do not disturb
  • Do Not Disturb > Off
• Advanced Settings
  • Show notifications icons > All notifications

Display

• Light
• Dark mode settings
  • Turn on as scheduled > Off
• Font size and style
  • Font style > Default

Lock screen

• Notifications > On
  • Details > On
  • Transparency > Low
  • Hide content > Off
  • Notifications to show > Alert and silent notifications

Privacy

• Notifications
  • Notifications to show > Alert and silent notifications (i.e., if this setting was not enabled from section Lock screen)

Apps

• Additional options (i.e., the three-dot icon)
  • Special access
    • Optimize battery usage > Bright Pattern Mobile > Off

Note: Receiving notifications in any mode is critical for the correct operation of the Mobile app, therefore, it is mandatory that this setting for the application is set to Off. See [this video] for more information.

General management

• Language > Set English as the default language

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