Purpose

The Bright Pattern Contact Center Administrator Guide describes the configuration of the contact center resources that users of Bright Pattern Contact Center need to know in order to operate in a specific contact center environment. Such resources include agents and other users, agent teams, contact center services with associated skills, scenarios, and operation schedules, extensions and access points, and various other settings.

The order in which information is presented in this guide generally follows the structure of the Configuration menu of the Contact Center Administrator application, which is where most of the contact center configuration tasks are performed.

For descriptions of the items of the Reports menu of the Contact Center Administrator application, see the Bright Pattern Reporting Reference Guide.

Audience

The Contact Center Administrator Guide is intended to be used by personnel responsible for contact center operations, such as the following:

• Contact center services and interaction processing scenarios definition
• Contact center workforce management
• Contact center efficiency and quality of customer service assessment
• Outbound campaign definition and execution
• General contact center management
• Contact center reporting and quality monitoring

Login Procedure

Contact Center Administrator is the web application that is used for configuring all contact center resources, defining interaction processing logic for inbound call distribution and outbound campaigns, and for all reporting and quality monitoring tasks. This application is supported on the current versions of the following browser applications: Internet Explorer, Chrome, Firefox, and Safari.

To begin a working session with Contact Center Administrator, in the address field of your browser, specify the URL provided by your system administrator. In the login dialog box that appears, enter your username and password.

For your initial login, use the username and password provided to you by the administrator who created your user account. Depending on the policies of your organization, you may have to change this password upon a successful initial login. For password change instructions, see section Application Settings.

Note: If the contact center functionality is provided to you as a service, you may also have to enter the tenant access domain name in the Tenant field when you log in for the first time. This name is assigned to your contact center at the service provider level. Upon a successful initial login, this name will be remembered by your browser application and be used for all subsequent login attempts.

If you forgot your password, click Forgot Password? in the login dialog box. In the Password reset dialog box that appears, specify either your email address or your user name and the tenant access domain name if applicable, and click Proceed. An email with password reset instructions will be sent to your email address.

User Interface Overview

Upon successful login, you will be presented with the main application view consisting of an upper bar with general options, a contact center resources menu on the left, and an application pane, which is the main working area for viewing and editing the selected resources.

To work with a specific resource, select the resource type from the resource menu. The left side of the application pane will provide a list view of previously configured resources of the given type. To configure a new resource of this type, click the “+” button at the bottom of the list. To view and edit an existing resource, select it from the list. To look for a specific resource in long lists, use the Search function (i.e., the field with the magnifying glass symbol above the list). To delete an existing resource, select it from the list, and click the “x” or “-“ button at the bottom of the list.

The right side of the application pane is used to define new resources of the given type and to edit configuration properties of a resource currently selected in the list view. Depending on the resource type, its configuration settings may all fit in one property screen or occupy several screens. You can switch between screens by clicking corresponding tabs. When you finish entering or updating configuration settings within a screen, click the Apply button to save the changes in the configuration database. If the data you have entered for a particular property violates one or more of the data integrity rules, such as uniqueness or value range, the corresponding property filed will be highlighted in the color red. The subsequent chapters of this guide discuss the process of configuring each type of contact center resource in detail. Refer to the descriptions of resource properties to see what kind of integrity rules may apply to them. You can use the Reset button to abandon any changes you have made in the current screen.

In addition to contact center configuration, the Contact Center Administrator application can be used for reporting tasks, such as generating historical reports and for listening to call recordings. To switch between the configuration and reporting tasks, use the Configuration and Reports options in the upper bar.

To log out of the Contact Center Administrator application, click Logout in the upper bar. If you have any unsaved work, you will be prompted to confirm your intention to exit the application. Otherwise, your working session will terminate immediately. The application will remember the last task you worked on before you logged out and will display the corresponding view upon your next login so that you can continue the work you were doing at the end of your previous working session. Note that for security reasons, you may also be logged out automatically if you have not shown any user activity for an extended period of time.

Application Settings

To manage the settings of your instance of the Contact Center Administrator application, click Settings in the upper bar menu. The dialog box that appears provides access to the following settings: Time zone, Locale, and Change password.

Time zone

Use this option to specify your default time zone. Note that this time zone setting will be applied only to your personal data requests such as time-based selection of audit log records. A different time zone setting is used for the configuration of time-based parameters of contact center resources, such as service hours. For more information, see section General Settings.

Locale

Use this option to select one of the available languages. Note that this setting will only affect the text of the application itself and will have no effect on the language you use for the actual configuration data that you enter and edit.

Change password

This option lets you change your password. You will need to enter your current password in the dialog box that appears, enter the new password, and then confirm the new password by entering it again.

Any changes to the Time zone or Change password settings will take effect as soon as you click OK and refresh/reload the application web page. A new password will take effect the next time you log in.

Initial General Configuration

This section describes the recommended order of configuring common contact center tasks within Bright Pattern’s Contact Center Administrator application.

This article will help you get your contact center up and running quickly, regardless of whether the contact center will be used for inbound services, outbound campaigns, or both. Note that every contact center environment is unique, and the following information is meant to be used as a general guideline only.

Step 1: Log in

Using the login procedure, go to https://<your.tenant>.brightpattern.com/admin and log in with your username and password.

Step 2: Adjust application settings

Update Contact Center Administrator’s application settings to

• Set your preferred time zone and language

• Change the password, if necessary

Note that the time zone should match the time zone set in General Settings.

Step 3: Create user accounts and teams

1. Create user accounts for yourself and other users who will be configuring and managing this contact center. Initially, these users can be members of the default Administrators team.
   
   
   

   Add users to your contact center
   
   
   
2. Assign those users the appropriate role(s) that will enable them to perform their tasks.
   
   
   

   Select roles for the user
   
   
   
3. Add teams to your contact center, giving them descriptive names and defining team-specific settings.
   
   
   

   Name and define the teams to which users will be assigned to work
   
   
   
4. Create or import users.
   
   
   1. Give them the appropriate role (e.g., “agent” or “supervisor”).
      
      
   2. Assign users to a specific team.
      
      
   3. Consider uploading photos for all users (if you plan to use chat media to serve your customers and/or for internal communications).
      
      
5. Go back to Users > Teams, and assign users to supervise specific agent teams. Note that a user must be added to a team as a designated supervisor in order to use the supervisor functions in Agent Desktop.
   
   
6. Grant privileges for each role type.
   
   
   

   Privileges enable users to access specific features and functions

Step 4: Update general settings

Review and change the default values of the general settings that apply to the entire contact center, specifically for the users on Agent Desktop.

Step 5: Specify email settings

In Email Settings, set up email on a system-wide level so that

• Users have a standardized header and footer for email messages

• Users can send and receive email messages from Agent Desktop

• Standardized “reset password” emails are automatically sent to forgetful users

• Chat transcript delivery emails are customized for your contact center

Step 6: Configure voicemail

Enable voicemail for your contact center, and create a standardized voicemail notification email that will be sent to users when they have new voicemail messages.

Step 7: Configure audio for pre-recorded messages

1. Prepare and upload custom audio treatments for service queues, notifications, incoming calls, and more.
   
   
   

   Audio Treatments settings
   
   
   
2. Create shared voice segments, externally defined voice messages that can be used in announcements, prompts, greetings, and so forth.
   
   
3. Record or upload a default voicemail greeting, which will be the standard greeting for all users unless they upload their own.

Step 8: Specify call recording settings and grading categories

1. In Call Recording and Monitoring, specify the desired percentage of recorded calls
   
   
   

   Call Recording and Monitoring settings
   
   
   
2. If necessary, go to Grading Categories and change the default quality assessment categories
   
   
   

   Update grading categories

Step 9: Define operational schedules of your contact center

Specify your contact center's calendars and hours of operation.

This wraps up your initial configuration tasks. Be sure to read Bright Pattern's service configuration quickstarts, which will help you to set up contact center services, such as voice, chat, and email.

Service Configuration Quickstarts

For configuration steps specific to different types of services, follow these links:

• Inbound Voice and Chat Services

• Outbound Campaigns

• Email Services

Inbound Voice Service Configuration

This section outlines the recommended general order of configuring an inbound voice service.

For inbound voice services with virtual queuing (callback option), see also Bright Pattern's Virtual Queue Tutorial.

The following steps suggest the order of actions that you should take when configuring an inbound voice service for your contact center.

Step 1: Create and configure an inbound voice service

Create an inbound voice service, and configure its general settings. See section Services and Campaigns - Properties Tab.

Step 2: Assign teams to the service

Assign agent teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section Services and Campaigns - Assignments Tab.

Step 3: Create additional skills required for this service

If necessary, create language skills and any other auxiliary skills that may have to be taken into account when routing calls requesting this service.

Step 4: Assign the additional skills to agents of the assigned teams

Use skill levels to assign the language and/or auxiliary skills to agents who will provide this service.

Step 5: Create a scenario for the service

Create the interaction processing scenario for this service. Use text-to-speech to generate the voice messages and prompts, and once they are finalized, record them with a voice talent.

Step 6: Associate the scenario with a service

Associate the scenario with the access number that callers will dial to get this service.

Note: The remaining steps are optional and depend on your workflows and reporting requirements.

Step 7: Specify service level thresholds

Set the service level threshold for the service. See section Services and Campaigns - Service Level Tab.

Step 8: Specify dial-out information

Specify the dial-out entries for outbound consultation calls.

Step 9: Set up periodic call recording exports

Set up periodic exports of call recordings. See section Services and Campaigns - Results Tab.

Step 10: Configure caller ID

Configure a caller ID for outbound SMS communications. See section Services and Campaigns - Numbers Tab.

Step 11: Customize historical reports

Review the available service reports and, if necessary, customize them to your specific reporting needs.

Outbound Campaign Configuration

This section outlines the recommended general order of configuring an outbound campaign. Note that for campaign configuration, the Contact Center Administrator application provides a diagnostics page that you can use to verify the correctness and completeness of your campaign configuration. For more information, see section Outbound - Diagnostics.

For quota-based campaigns, refer to the Bright Pattern Contact Center Outbound Quota Tutorial.

The following steps suggest the order of actions that you should take when configuring outbound campaigns for your contact center.

Step 1: Import and configure calling lists

Import the calling lists for your contact center's outbound campaigns. Lists contain the contact data (i.e., name, phone number, etc.) that is needed to dial contacts in your campaign.

Step 2: Import and configure Do Not Call lists

Do Not Call Lists are separate lists of contacts that should never be called.

Step 3: Review, and, if necessary, update state calling hours

Refer to section State Calling Hours.

Step 4: Create an outbound or blended service (campaign) and configure its general settings

Create and configure the general settings for outbound services or campaigns. See section Services and Campaigns - Properties Tab.

Step 5: Assign agent teams to the campaign

Refer to section Services and Campaigns - Assignments Tab to assign teams to the campaign. Note that the campaign will be created with a default skill that can be assigned automatically to all members of the associated agent team(s).

Step 6: Create additional skills required for the campaign

Additional skills are called auxiliary skills. Add any other required agent skills for this campaign.

Step 7: Assign the auxiliary skills to agents of the assigned teams

Assign auxiliary skills to agents as required skill levels.

Step 8: Assign campaign operators to this campaign

Assign campaign operators. See section Services and Campaigns - Assignments Tab.

Step 9: Review and edit dispositions

Review and edit the default dispositions (i.e., pre-defined dispositions) and define additional dispositions as may be necessary to analyze the results of your campaign. See section Services and Campaigns - Dispositions Tab.

Step 10: Associate the calling lists with the campaign

The callings lists that you imported or added in Step 1 of this procedure need to be associated with the campaign. Then, configure the lists for use within the campaign, and enable them when they are configured. See section Services and Campaigns - Lists Tab

Step 11: Define scenarios

Define the interaction processing scenarios that may be needed for automatic processing of answered campaign calls and possible callbacks within this campaign. See section Voice Scenarios.

Note that scenario templates are available for some typical outbound processing automation tasks, such as right-party connect (RPC) and the opt-out option for calls unanswered within the compliance time.

Step 12: Create activity forms

Create the activity forms that the agents will use to process campaign calls, and bind them to the calling list data. See section Activity Forms and Services and Campaigns - Activity Tab.

Step 13: Add access numbers

Decide which access numbers will be used as caller IDs for this campaign, and, if necessary, associate these numbers with scenarios for possible callbacks.

Step 14: Configure campaign caller IDs

Set up the caller IDs to be used for the campaign. See section Services and Campaigns - Numbers Tab.

Step 15: Configure campaign settings

Configure all campaign-specific settings, including campaign type, general schedule, estimated success rate, calling hours, dial rules, and Do Not Call lists. See section Services and Campaigns - Outbound Tab.

Step 16: Verify the completeness of campaign configuration

Verify that campaign configuration is correct on the campaign’s Outbound - Diagnostics page.

Step 17: Set up periodic export of campaign results and recordings

If you want campaign results and recordings to be exported automatically at select times, enable periodic exports in the Services and Campaigns - Results Tab.

Step 18: Enable the campaign

Your outbound campaign is active when you enable it. See section Outbound - General.

Email Service Configuration

This section outlines the recommended general order of configuring email services associated with a particular email address.

Step 1: Add or edit an email service

Plan the categorization of email interactions arriving at a particular email address, create the corresponding email services, and configure their general settings See section Services and Campaigns - Properties Tab.

Step 2: Assign teams to the email service

Assign agent teams to the selected email service. Note that each service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section Services and Campaigns - Assignments Tab.

Step 3: Create a standard acknowledgment message

Create the acknowledgment message that will be sent to customers automatically to confirm receipt of their email inquiries. See section Knowledge Base.

Step 4: Define service settings

Define all email-specific service settings. See section Services and Campaigns - Email Tab.

Step 5: Create Knowledge Base articles

Create articles in the Knowledge Base that will help agents process emails associated with the above services more efficiently.

Step 6: Create the header and footer

Create the mandatory messages that will be inserted automatically in the email header and footer. This text is placed above and/or below the main text of every email that is sent to a customer.

Step 7: Specify omnichannel settings for emails

Specify the number of emails that agents can have in active processing on their desktops simultaneously. See section Omnichannel Routing.

Step 8: Give agents the privilege to handle email

Make sure the agents who will process email have the privilege Handle email granted to them. See section Roles.

Step 9: Create an email scenario entry

Create an email scenario entry for the given email address and then configure its account settings, default service, and categorization/prioritization rules.

Step 10: Configure an outbound email account (optional)

If, within this service, you intend to send outbound emails that are not related to any existing cases, configure an outbound email account for this service. See section Services and Campaigns - Properties Tab and section Scenario Entries - Email.

Chat Service Configuration

This article describes how to configure a general chat service within Bright Pattern’s Contact Center Administrator application.

Prerequisites

This article assumes that you have already completed initial configuration for your contact center.

Procedure

Step 1: Create and configure a chat service

1. Log in to Contact Center Administrator, and go to Services and Campaigns.
   
   
2. Click the Add service (+) button to create a new chat service.
   
   
3. Select chat as the type of service.
   
   
   

   Choose from the available services
   
   
   
4. In the Properties tab that appears, update the chat service properties, being sure to give the service a unique name (required). At this point, all other properties are optional. For the sake of this procedure, we are going to keep the properties simple, as shown.
   
   
   

   Chat service properties
   
   
   
5. Click Apply to save your changes.

Step 2: Assign teams to the service

1. In the Assignments tab, assign teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated teams.
   
   
   

   Assign users to teams
   
   
   
2. Optionally assign administrators and reviewers to this service.
   
   
3. Click Apply to save your changes.

Step 3: Create additional skills and assign them

1. Additional skills are called auxiliary skills. In Call Center Configuration > Auxiliary skills, add any other required agent skills for this chat service.
   
   
   

   You have to add skills before you can assign them
   
   
   
2. In Users & Teams > Skill Levels, assign auxiliary skills to agents as required skill levels. The higher the numeric value, the more skilled that user is.
   
   
   

   Skills are assigned as percentage values (e.g., "100" or "50")
   
   
   
3. Click Apply to save your changes.

Step 4: Specify service level thresholds

1. Go back to Services & Campaigns and select the chat service you just created.
   
   
2. In the Service Level tab, set the percentage of chats associated with this service that are expected to be answered within a certain amount of time.
   
   
   

   Set service level thresholds

Step 5: Create the scenario for the service

1. Go to Configuration > Scenarios > Chat to create the chat scenario for this service.
   
   
   

   Configuration > Scenarios > Chat
   
   
   
2. Either select an existing chat scenario from the list, or click the Add from template button at the bottom of the screen to create a new chat scenario from the “Mobile Chat” template.
   
   
   

   Select the "Mobile Chat" template
   
   
   
3. Creating a new chat scenario from a template will open the Scenario Builder application in a new browser tab or window. For the purpose of this simple setup, leave the scenario as-is and click Save.
   
   
   

   Name the scenario
   
   
   
4. Give the scenario a unique name (e.g., "Sales Chat") and click Save again. Your new scenario will appear in the list of scenarios.

Step 6: Add a chat scenario entry to associate the scenario and service with chat

1. Go to Scenario Entries > Messaging/Chat.
   
   
2. Either select an existing chat scenario entry or click the Add chat scenario entry (+) button to create a new one.
   
   
3. If this entry is brand new, the following properties are required right now:
   
   
   1. Name - Give this entry a unique name.
      
      
   2. Scenario - Select the chat scenario you previously created.
      
      
   3. Service - Select the chat service you previously created.
      
      
      

      Required properties
      
      
      
4. Click Apply to save your changes.

Step 7: Configure SMS/MMS access numbers

1. Still in Scenario Entries > Messaging/Chat properties, scroll down to SMS/MMS access numbers.
   
   
2. Click add.
   
   
3. Select an SMS/MMS access number for inbound SMS/MMS communications. If you do not see any phone numbers, contact your service provider to get SMS enabled.
   
   
   

   Phone number selection
   
   
   
4. Click the green checkmark.
   
   
5. Again click Apply to save your changes.

Step 8: Update omnichannel routing settings

1. Go to Call Center Configuration > Omnichannel Routing.
   
   
2. Specify the number of sessions that agents can handle simultaneously. The default settings are shown.
   
   
   

   Phone number selection

This completes chat service configuration.

Web Chat Configuration

This procedure explains how to configure a chat scenario, chat service, and chat scenario entry point to work together to display a chat widget on your website. By the end of this procedure, you should have a working chat widget on a webpage that connects customers to your contact center.

Step 1: Create or Select a Chat Scenario

1. Go to Configuration > Scenarios > Chat.
   
   
   

   Configuration > Scenarios > Chat
   
   
   
2. Either select an existing Chat Scenario from the list, or click the Add from template button at the bottom of the screen to create a new chat scenario from the “Mobile Chat” template.
   
   
   

   Select the "Mobile Chat" template
   
   
   
3. Creating a new chat scenario from a template will open the Scenario Builder application in a new browser tab or window. For the purpose of this simple setup, leave the scenario as-is and click Save.
   
   
   

   Name the scenario
   
   
   
4. Give the scenario a unique name (e.g., "Super Chat") and click Save. Your new scenario will appear in the list of scenarios.

Step 2: Create or Select a Chat Service

1. Go to Configuration > Services & Campaigns and choose a chat service to use with your chat scenario.
   
   
2. If there are no existing services of type “Chat,” you have to create one.

How to Add a New Chat Service

1. Click the Add service button and select Chat.
   
   
   

   Select the service called "Chat"
   
   
   
2. In the Properties tab, fill out the service properties as appropriate, and click Apply.
   
   
3. At the most basic level, give the new chat service a name (e.g., "Pacific Chat"). For definitions of each property, see the Contact Center Administrator Guide, section Properties Tab.
   
   
   

   Services & Campaigns > Properties
   
   
   
4. Next, you need to assign a team, an administrator, and a reviewer (optional) to the service. This is done in the Assignments tab.
   

   Assign a team and administrator to the service

Step 3: Create or Choose a Chat Scenario Entry

1. Go to Configuration > Scenario Entries > Messaging/Chat and select a scenario entry point to use with your chat scenario. The entry point is what starts the scenario.
   
   
   

   Messaging/Chat scenario entries list
   
   
   
2. If there are no existing chat scenario entries shown, you have to create one.

How to Add a New Chat Scenario Entry

1. Click the Add chat scenario entry button.
   
   
2. In the Properties tab, fill in the properties as appropriate (see below for required and optional properties). For definitions, see the Contact Center Administrator Guide, section Messaging/Chat.

Required Properties

In the Properties tab, make sure to address the following fields right now. These are critical to chat configuration.

• Name - The unique name (any) of the chat scenario entry (e.g., "Redwood Chat")

• Unique identifier - An automatically generated, long string of characters that identifies the chat entry. It is recommended that you change it to something short and unique (e.g., "1234").

• Scenario - Choose the Chat Scenario you selected or created in step 1 of this procedure (e.g., "Super Chat"). This is where the parts come together to make chat possible.

• Service - Choose the Chat Service you selected or created in step 2 of this procedure (e.g., "Pacific Chat"). This is where the parts come together to make chat possible.

Other Properties

The remaining properties are optional at this time. You can come back to them later.

• Default service for voice callback - Select a voice service if your agents will need to make a call (note: it needs to be a voice service).

• Merge sessions for identified contacts - This checkbox is what makes omnichannel possible (i.e., a recognized Facebook Messenger chat session or a recognized phone number can be merged together).

• Web HTML snippet - Come back to this button after you have completed and saved all your properties options. The HTML snippet is what you will be embedding into your webpages in order to make chat functional

• Full chat code for local hosting - Click this if you will be customizing chat and hosting it on your own website. Bright Pattern provides this code for customers whose websites do not accommodate integration with Bright Pattern chat.

• Requested skills - The auxiliary skills that agents need in order to accept a chat

• SMS/MMS access numbers - Phone numbers that will be used for receiving/sending SMS/MMS messages from/to customers. All incoming messages to this account will start the chat scenario. If no such accounts are not selected here, your scenario is strictly web chat.

• Messenger Accounts - The social messenger accounts that will be used for receiving/sending messages from/to customers. All incoming messages to this account will start the chat scenario. Note that in order to use messenger accounts, messenger integration accounts must be configured for your contact center. If no such accounts are not selected here, your scenario is strictly web chat.

• Bot / Chat suggestions engine - The engine that will provide suggested replies to the agent during chat. Note that in order to use a bot/chat suggestions engine, you must have an integration account configured for your contact center.

• Connect agent by phone automatically - When selected, this option enables automatic connection of an agent to a phone number that a customer sends. If not selected, the agent must take the additional step to dial a number manually.

• Connect after delay of - If Connect agent by phone automatically is selected, you may configure a delay (in seconds) for the connection between agent and customer.

• Queueing priority - The priority level of the customer in the queue (e.g., “1” is high priority, “3” is low, etc.). Leave the queuing priority as-is unless you want to de-prioritize the caller.

• Chat nick for system messages - The name for this scenario entry that will be shown with system messages sent to customers in the chat (e.g., “Redwood Customer Service has joined the chat!”)

• How long an agent could wait for reply before chat times out - The amount of time (in minutes) between replies for the session to timeout

• How long a client browser may stay unresponsive before chat times out - The amount of time (in minutes) that the browser has been idle for the session to timeout. Note: If you are in an area where service is bad, you may want to increase the timeout.

• Visible to agents - When this checkbox is selected, this scenario entry will appear as an entry for all new chat sessions and chat transfers (e.g., agents can receive the chat from a different service). Note that services are added in the Directory folder.

• Scenario parameters - This section will be deprecated.

• Chat session icon - Allows you to set an image to this scenario entry (i.e., in chat, will override the agent’s image in the chat widget). This property will be deprecated. The chat session icon can be added in Chat Widget configuration. See section Chat Widget tab > Chat Styling > Show agent pic.

Step 4: Edit Chat Widget Style

You can edit the appearance (i.e., color, font size, location, etc.) of the chat widget in the Chat Styling section. This step is important to complete; if you don't do this, your contact tab (see Step 5 of this procedure) will not appear in preview.

1. Click on the Chat widget tab.
   
   
2. Beneath Chat Styling, click edit.
   
   
   

   Chat Styling > edit
   
   
   
3. The Chat Widget Configuration editor will open in a new browser tab or window. Edit the Chat Widget Styling properties and fields as desired. At the most basic level, you can leave everything as-is at this point and save your changes. You can come back to this later.
   
   
   

   Chat Widget Configuration editor in new browser tab/window
   
   
   
4. At the bottom of the screen, click Save.

Step 5: Add a Contact Tab

In order for this chat scenario entry to work, you must add a contact tab for the chat widget. If you don’t do this, your webpage will not display the chat widget!

1. Click on the Chat widget tab.
   
   
2. Beneath Chat Initiation via Contact Tabs, click add.
   
   
   

   Add a new contact tab
   
   
   
3. The Chat Widget Configuration editor will open in a new browser tab or window. Edit the properties and fields as desired.
   
   
   

   Chat Widget Configuration editor in new browser tab/window
   
   
   
4. Optional: To preview how the contact tab will look on your webpage, enter your URL in the Preview URL field and click Apply. Your webpage will load on the screen with the contact tab on it, and you will be asked to confirm whether you see the content.
   
   
   

   Example preview URL shows the webpage but not the chat widget
   
   
   Some websites are protected from being embedded into third-party websites; if this is the case, you will see the message “Chat widget not found!” in red. To preview the contact tab without your webpage displayed, leave the Preview URL field empty.
   
   
   

   When left empty, Preview URL shows no webpage content
5. Required: At the most basic level, these actions are required right now:
   
   * Name - The unique name (any) for this new contact tab
   
   * Save - Click to save changes
   
   
6. Back in the Chat widget tab, go to Chat Initiation via Contact Tabs.
   
   
7. Beneath the contact tab you just added, click add url.
   
   
   

   Make sure you add the URL of your webpage
   
   
   
8. Enter the URL of the website where the chat widget will be placed, and click the green checkmark to apply your changes.
   
   
   

   Apply changes or cancel
   
   
   
9. Optional: At this time, you may add or edit any of the other Chat widget tab sections. You can always come back to this for further changes.
   
   
10. At the bottom of the screen, click Apply to save your changes.

Step 6: Get the HTML

1. Go back to Properties tab > Web HTML snippet.
   
   
2. Click the HTML snippet button. The HTML snippet is the code for the chat widget you just configured.
   
   
   

   In the Properties tab, click "HTML snippet"
   
   
   
3. The HTML Snippet for Web Page dialog will open.
   
   
   

   HTML Snippet for Web Page dialog
   
   
   
4. In the field Specify client web server hostname, enter your contact center’s name (i.e., “five.brightpattern.com”). If you don’t know what it is, look at the URL of your Contact Center Administrator application in the web browser. The hostname is the name that appears before “/admin”.
   
   
   

   Example of client web server hostname in browser address field
   
   
   
5. Click Copy to clipboard to copy the HTML. This is the code of the chat widget.
   
   
6. Paste the HTML onto the appropriate place on your webpage and publish. The chat widget contact tab (and any other chat widget elements that you added in chat widget configuration) will appear on the page.
   
   
   

   Chat widget on an example webpage
   
   
   

On the webpage, clicking on the contact tab will expand the widget.

If you do not see the chat widget on your page, revisit the previous steps of this procedure and try again.

For more information on chat widget configuration, see the Chat Widget Configuration Guide.

Chat Widget Auto-Start

You may configure the chat widget to initiate a chat session automatically upon a webpage loading. With this configuration, no customer action is required to launch the widget and, when the webpage is loaded, the chat automatically connects to an agent or the queue.

To do this, follow these steps:

1. Open the HTML Snippet for Web Page.
2. Paste the copied HTML into a text editing application (e.g., Notepad++) to edit it.
3. In the "Service Pattern Chat Config" object, add the attribute autostartChat with the value true. Note that the default value is false.
4. Copy all and paste the edited HTML onto your web page.
5. Publish the webpage and refresh any active chats.

The following is an example of how this looks in the HTML Snippet for Web Page.

SERVICE_PATTERN_CHAT_CONFIG = {
        ...
        autostartChat: true,
        ...
    };

Overview

All contact center personnel who may need access to any functionality of your Bright Pattern Contact Center solution must be registered as users in the solution configuration. Usually such personnel include all contact center agents and supervisors who need to have access to interaction handling and supervisor functions respectively, as well as all contact center managers and administrators who may need to use the Contact Center Administrator application for any type of administration tasks.

For management and reporting purposes, users are assigned to teams. Note that in Bright Pattern Contact Center, a user cannot be a member of more than one team.

The exact set of functionality available to a particular user is defined by the role(s) assigned to this user in the solution configuration.

Users

A user is anyone who may need access to any functionality of Bright Pattern Contact Center. Each user in the Bright Pattern Contact Center configuration must be assigned to a team. The level of users' access to the system's functions is defined by their assigned roles. Thus, you should typically have both the roles and teams defined in your configuration before you begin to register your users.

Most of the users will access Bright Pattern Contact Center via the Agent Desktop application. The exact set of functionality available to a logged-on user via this application depends on the role(s) assigned this user in your contact center configuration.

• The Agent Guide provides detailed instructions for the use of Agent Desktop by contact center agents and back-office (PBX) workers.
• The Supervisor Guide provides detailed instructions for the use of Agent Desktop by contact center supervisors and campaign operators.

Note that, while most of the Agent Desktop functionality is implemented using thin-client technologies, some of its capabilities require a software component that is installed on users’ computers. This component is called Agent Desktop Helper Application. For more information about the functions of this component and methods of its installation, see section Agent Desktop Helper Application.

Note also that the computers of users of the Agent Desktop application must conform to a number of system requirements.

How to Define and Edit User Information

To view, define, and edit user information, select the Users option from the Users & Teams menu.

The Users list provides the following information:

• First Name - The first name of the user
• Last Name - The last name of the user
• Extension - The extension number of the user
• Roles - The assigned role(s) for the user (e.g., agent, supervisor, etc.)
• Team - The assigned team(s) for the user
• Created on - The date that the user was created in the system
• Last login on - The date of the user's last login to the system

You can import user information from an Excel spreadsheet instead of entering it manually. You can also export user information to an Excel spreadsheet. Import and export operations are activated by the arrow buttons at the bottom of the user list view. For information about the spreadsheet format, click the import button. An easy way to obtain a user import template is to add a few users manually first, apply the export operation, and use the produced spreadsheet as an import template.

Note: If you do not wish to use certain records during a particular instance of import, but you would like to keep those records in the spreadsheet for possible use in the future, you can add a column with name Delete to the spreadsheet and set its value to yes for the records that are not to be imported.

Screen Properties

Users tab

The Users screen properties are described as follows. Note that users can change some of their profile properties directly via the Agent Desktop application. These properties are marked with an asterisk (*). For more information, see section Configuring Your User Profile of the Agent Guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to user information that appears in the user's profile, we recommend that all affected agents re-login to Agent Desktop and/or refresh their browser page.

Username

Username is the name that the user will enter when logging into Agent Desktop or any other Bright Pattern application. Mandatory and must be unique within the contact center.

Password

Password is the password that the user will enter when logging into Agent Desktop or any other Bright Pattern application. This field is displayed for new users only and its specification is mandatory. Note that some rules related to password complexity (i.e., length, special characters, etc.) may be defined and enforced at the service provider level.

Confirm password

The Confirm password field is mandatory.

Change password

The Change password option is displayed for existing users only, and it is used to change the selected user’s password. This option will typically be used by an administrator to change the passwords of other users. Users can change their own passwords via the Agent Desktop application.

API secret

The API secret is a unique, secret string that identifies the user (i.e., user credentials). The API secret is used during authentication to request an access token for Bright Pattern APIs, such as the Tenant Management API, the User Management API, and others.

Disabled

Disabled indicates whether the user is active. Select this checkbox to disable user's access to all system functions temporarily. Disabled users are shown dimmed in the user list view.

Note that inactive user accounts may also be disabled automatically. See section Security Policy for more information. Disabled users are still counted as named users in your configuration.

User must change password on next login

This property indicates whether the user will be forced to change the password upon the next login. To comply with the PCI DSS security standard, select this checkbox for every new user.

As soon as the user changes the password, the check mark will be removed automatically. You can force the user to change password at any time by selecting this checkbox again.

This property exists to support manual password change enforcement. Note that the system also supports automatic password expiration. See section Security Policy for more information. The related automatic password changes are not reflected by this property.

Lockout

Lockout indicates whether this user can access the system or is currently locked out due to a security policy violation. See section Security Policy for more information. You can click the link to view current lockout status. If the user account is locked out, you can unlock it by clicking the Unlock button.

First name

First name is the user’s first name. This field is mandatory.

Last name

Last name is the user’s last name. This field is mandatory.

Team

Team is the team to which this user is assigned. A Bright Pattern Contact Center user must be assigned to a team, and a user cannot be assigned to more than one team. See section Teams for considerations regarding assignment of users to teams.

Note that teams may be associated with services. Upon assignment to such a team, the user may get a corresponding service skill with a certain level automatically. You can change the level or remove the skill from the user manually using the Skill Levels option.

Record calls

The Record calls checkbox allow you to record a specific agent's calls. Note: If call recording is enabled as a global setting, this checkbox option will change to Do not record calls and you can mark specific agents to not record.

Title

Title is the user’s job title. This property is used for information only. For user’s access privileges, see section Roles below.

About me

About me is the optional information that users will typically enter themselves via their Agent Desktop profile settings.

Photo

This is the user’s photo. The photo will appear in the Contact Info Panel of the Agent Desktop application during internal communications. If you use chat services, the photo can also be displayed to customers when they communicate with this agent via chat. To upload a photo, click upload. To remove the photo, click remove.

The default maximum size of uploaded photos is 10 MB; the photo will be compressed to fit the user interface elements where it is displayed. Note that the maximum size of uploaded files may be further limited by your service provider.

Contacts tab

Chat nickname

Chat nickname is the name that will be displayed to other parties when they communicate with this user via chat.

Rank

Rank is the user’s rank. This optional setting can be used as an additional selection criterion in custom agent reports. This setting is essential for users who are agents only.

Phone extension

Phone extension is the extension number of the user’s softphone. This mandatory setting must contain numeric characters only and must be unique within the contact center. Note that if you have any hardphones registered in the system, their numbers cannot be assigned as users' phone extensions. See section Hardphones for more information.

The extension can be used in combination with a user’s PIN code for phone login (see below) for authentication through interfaces that only accept numeric input (e.g., an IVR system).

Bright Pattern Contact Center assigns extension numbers to new users automatically in ascending order starting from 1000. You can change the default number to any other value. In this case, the default extension number assigned to the next new user will be the newly defined value + 1. Extension numbers are recycled (i.e., when you delete a user, that user's extension number will be assigned by default to the next new user).

A user’s extension number cannot be changed while the user is logged on to that extension (in this case it will be displayed as read-only). Also note that the user can log in with a different number (e.g., a hardphone number).

For more information about user phone device options, see section Selecting a Phone Device of the Agent Guide.

Forward all calls for ext…

This indicates whether call forwarding is activated for the user’s phone extension.

Call forwarding can also be activated via the extension’s properties; see section Softphones. Section Forwarding and Voicemail Operation explains how forwarding will work with various phone devices that the user can select upon login.

Note that call forwarding takes priority over voicemail. If the user has had voicemail enabled (see below), activation of call forwarding for this user will automatically disable the voicemail function.

to

This field represents the phone number to which incoming calls will be forwarded. The phone number must be specified if the Forward all calls to ext… checkbox is selected.

Forward on no answer after

Forward on no answer after is the time (in seconds) after which incoming calls will be forwarded to the number specified if the user is logged on and does not answer. The amount of time must be specified if the Forward all calls to ext… checkbox is selected. For immediate (unconditional) forwarding, set the timeout to 0.

If the user is unreachable (busy or logged out), incoming calls will be forwarded to the specified number immediately, regardless of this setting.

Default hardphone number

Default hardphone number is the extension number of the hardphone assigned to the user. This setting is optional but if specified, it must be one of the existing hardphone extension numbers (see section Hardphones). This parameter should be defined only for users who normally use permanently assigned hardphones installed at their personal desks. To log into the Agent Desktop application with this hardphone, the user should select option Default phone. For more information about a user’s phone device options, see section How to Select a Phone Device of the Agent Guide.

The call forwarding settings will not take effect on the default hardphone. Instead, the forwarding settings configured for the hardphone itself will apply (see section Hardphones).

Enable voicemail

Enable voicemail indicates whether the voicemail function is enabled for the user. For general voicemail settings, see section Voicemail.

Section Forwarding and Voicemail Operation explains how voicemail will work with various phone devices that the user can select upon login.

Note that call forwarding takes priority over voicemail. The voicemail function cannot be enabled if the user already has call forwarding activated. If the user has had voicemail enabled, a temporary activation of call forwarding for this user will automatically disable the voicemail function; however, the voicemail configuration (the No Answer timeout and current greeting) will be preserved and will take effect as soon as call forwarding is deactivated.

Send to voicemail after

Send to voicemail after is the time in seconds after which an incoming call will be forwarded to voicemail if the user is logged on and does not pick up the call. The amount of time must be specified if the Enable voicemail checkbox is selected.

If the user is unreachable (busy or logged out), incoming calls will be sent to the user’s voicemail immediately, regardless of this setting.

Use this voicemail greeting

This option lets you upload up to three different personal voicemail greetings for the user and select which one should be used.

Users can also record their personal greetings directly via their Agent Desktop application. For more information see section Configuring Your Voicemail of the Agent Guide.

Work phone

Work phone is the user’s work phone. This optional setting is used for informational purposes only.

Mobile phone

Mobile phone is the user’s mobile phone number. This optional setting is used for informational purposes only.

PIN code for phone login

The PIN is the user’s numeric password that can be used in combination with user’s Phone extension for authentication through interfaces that accept only numeric input (e.g., an interactive voice response (IVR) system).

Email address

Email address is the user’s email address that the system will use for delivery of password reset instructions, voicemail messages, and scheduled reports. It must be specified if the voicemail is enabled because the user will be notified of new voicemail messages via email.

Note that this email address is not used for distribution of service email interactions to the agents.

Location tab

This tab lets you specify various optional properties related to a user’s geographical location.

Roles tab

A user can be assigned any number of roles that define what kind of system functionality can be accessed. For more information, see section Roles. Select a role from the list in order to assign it to the user.

By default, new users do not have any roles assigned to them. Since the majority of users registered in your configuration are likely to be agents, you can configure automatic assignment of the Agent role to every new user. See the description of property Assign this role to newly created users in section Roles for more information.

Forwarding and Voicemail Operation

The following table specifies how the forwarding and voicemail functions will work with various phone devices that the user can select at the time of login.

Phone device	Forwarding enabled	Voicemail enabled (with forwarding disabled)
Softphone	Forwarded by timeout	Sent to voicemail by timeout
Internal phone	Forwarded according to the hardphone forwarding settings; if the latter is not set, the call is disconnected by the general no answer timeout	Sent to voicemail by timeout
External phone	Forwarded by timeout	Sent to voicemail by timeout
Default phone	Forwarded according to the hardphone forwarding settings; if the latter is not set, the call is disconnected by the general no answer timeout	Sent to voicemail by timeout
Dial-in and keep line open (aka nailed connection)	Forwarded by timeout	Sent to voicemail by timeout
No phone	Forwarded immediately	Sent to voicemail immediately
Logged out	Forwarded immediately	Sent to voicemail immediately

Teams

Teams typically reflect the organization of your contact center. Agent teams, for example, are organized for convenient real-time management so that when a supervisor logs into his or her desktop application, the supervisor will see only the agents of the team that the supervisor is assigned to manage. Agent teams will also appear in historical reports for team-level performance evaluation. Note that team membership of agents may not have any direct effect on the distribution of specific service interactions to them.

Teams for other contact center personnel are set up for organizational purposes only. For example, you can have teams that reflect main functions of contact center management (e.g., campaign operators, scenario designers, workforce managers). Upon initial solution setup, the default team Administrators is created automatically. You can use this team to register initially all non-agent personnel who need access to the system. Note that team membership of non-agents does not have any effect on their ability to access specific contact center resources and functions. Such ability is defined by roles assigned at the individual user level. (See section Roles for more information.)

Note: Supervisors are assigned at the team level. You may add a supervisor to a team from the Properties tab > Supervisors (see the screen properties below).

To set up and edit teams, select the Teams option from the Users & Teams menu.

Organization

Teams are organized into four tabs shown at the top of your screen: Properties, Members, Services, and Dashboard. Click each tab to view and edit specific fields.

Properties Tab

Name

The Name is the team name. This field is mandatory, and the name must be unique within the contact center.

Supervisors

Supervisors who are assigned to manage this team may be optionally added. To add a supervisor, click edit and select one or more supervisors from the list of users that have the supervisor role. This setting, while optional, is essential for agent teams only. Supervisors assigned to a team will be able to monitor activities of all agents in that team in real time via their desktop applications. Supervisors themselves may or may not be members of the teams that they are assigned to supervise. The system does not impose any restrictions on how many teams one supervisor can be assigned to manage.

Exit After Call Work

Exit After Call Work allows you to set the maximum time in the After-call Work state for the agents of this team. This setting is optional and is essential for agent teams only.

A pull-down menu displays three options:

• Select system-wide setting to use the timeout defined at the contact center level
• Select manually to allow the agents of this team to remain in the After-call Work state until they exit this state manually
• Select automatically, after to set the desired timeout in seconds.

Enter After Call Break

Enter After Call Break enables you to specify whether the agents of this team will be allowed to have any rest time when they finish handling a service call (including After-call Work, if it is defined). This setting is optional and essential for agent teams only.

A pull-down menu displays three options:

• Select system-wide setting to use the contact-center-level setting
• Select enter Break state to enable the rest time
• Select do not enter Break state to make agents automatically ready for next call as soon as they finish handling of current service calls. If you click do not enter Break state to the right of the pull-down menu, you will be directed to the General Settings page for configuring your break settings. If you do not wish to change those settings, go back by clicking Teams on the main menu on the left-hand side of the screen.

Exit After Call Break

Exit After Call Break is where you set the maximum time in the Break state after finishing a service call for the agents of this team. This setting is optional and is essential for agent teams only.

A pull-down menu displays three options:

• Select system-wide setting to use the timeout defined at the contact center level
• Select manually to allow the agents of this team to remain in the Break state until they exit this state manually
• Select automatically, after to set the desired timeout (in seconds).

If you click manually to the right of the pull-down menu, you will be directed to the General Settings page for configuring your break settings. If you do not wish to change those settings, go back by clicking Teams on the main menu on the left-hand side of the screen.

Non-call cases URL

Non-call cases URL is the web page URL that will be displayed for agents upon delivery of a service interaction (unless another URL is provided via the Web Screenpop block of the applied scenario or via the settings of the corresponding campaign).

A pull-down menu displays three options:

• Select system-wide setting to display the web page defined at the contact center level
• Select none to display no web pages
• Select custom to set a web page specific to the agents of this team.

If you click empty to the right of the pull-down menu, you will be directed to the General Settings page for configuring your break settings. If you do not wish to change those settings, go back by clicking Teams on the main menu on the left-hand side of the screen.

Directory Static Entries

Static entries describe names and contacts of people/organizations that are external to your contact center. These entries appear in the directory of the Agent Desktop application. For your convenience, related static entries are arranged in folders.

By default, agents will be able to see All directory folders. To select specific folders that the agents of this team will be able to see, click Selected, click edit, and select the folders in the dialog window that appears. Highlight the desired folders and click the arrow buttons to select or remove them; then hit OK.

Members tab

Members List

The Members List shows all the members (i.e., users) who are currently assigned to this team. Each team member is listed with the following information displayed: first name, last name, extension number, and assigned roles.

Move to another team

Located at the bottom of the window, the Move to another team button allows you to move selected members (users) to a different team. Select one or more members from the list, and then click the button. In the dialog box that pops up, select the team in which your selected member (user) will be placed. Click OK.

Change roles

Located at the bottom of the window, the Change roles button control allows you to assign or remove the roles of the selected user(s). Select one or more users from the list, click Change roles, and select the new role(s) as appropriate. Click OK.

Services tab

Services and campaigns provided by this team

This setting allows you to designate the services that are provided by the agents of this team. This setting is essential for agent teams only. When you assign a service to an agent team, you have the option to assign the default service skill to all members this team with a specific level. If you select this option, all current and future members of the team will get this service skill automatically. Individual levels can be changed manually later. In addition, when you assign a service to a team, supervisors of that team will be able to monitor this service in real time via their desktop applications. For more information, see section Skill Levels.

Click edit to assign one or more of the available services to this team and/or to remove previously assigned services. Note that when you remove a service from a team, the associated default service skill will be removed from all members of this team. In the dialog box that pops up, select from the Available services on the left and use the arrow controls to move them to Selected services on the right. To unassign services from the team, select from the Selected services' on the right and use the arrow controls to move them to the Available services on the left.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to the list of assigned services, we recommend that all affected logged-in agents refresh their browser page.

Dashboard tab

The Dashboard tab contains properties that let you configure the content and appearance of metrics for the agents of the given team.

General information

The Agent Desktop application shows agents real-time metrics related to their personal performance, as well as the performance of their teams and services that they deliver. For more information, see section Dashboard of the Agent Guide.

Rotation rate

If an agent handles interactions for several different services/campaigns, metrics related to those services will be displayed for one service at a time. The dashboard will automatically rotate displayed services. Rotation rate defines the frequency with which such rotation will take place. From the pull-down menu, select from the following rates (in seconds): none, 5 sec, 10 sec, 15 sec, or 20 sec.

Metrics

Metrics are the data that will be displayed for members of the given team. To add a metric, click add and select the desired metric from the drop-down Metric menu. For descriptions of the available metrics, see section Agent Dashboard Metrics.

To help with self-evaluation, current values of an agent personal metrics can be provided with the agent’s current ranking within the team (checkbox Show team ranking), and performance of the closest other agent in ranking (checkbox Show next value).

Newly created dashboard metrics will appear at the end of the list. To change the position of a metric in the dashboard, drag it to the desired new location. To edit or remove an existing metric, hover your cursor over it and select the desired function.

Label

The Label is the metric name as it will be displayed in the Agent Desktop. Due to the limited space allocated for the metrics on the desktop, metric names should be displayed in an abbreviated form.

Show team ranking

Show team ranking is available for personal agents’ metrics only. Select this option if you want the agent’s metric value to be accompanied with his current ranking within the team according to this metric. This can help agents with self-evaluation of their performance.

Show next value

Show next value is available for personal agents’ metrics only. Select this option if you want the agent’s metric value to be accompanied with the value of the same metric for the agent who is directly ahead of this one in the current ranking. (If the agent currently has the top ranking, the value of the next best agent will be displayed.)

Excluded services and campaigns

By default, the metrics you configure will be displayed for all services and campaigns assigned to the given team. If you do not want certain services to be displayed, click add and select the services that should be excluded.

Preview

Preview shows you how the dashboard that you have configured will be displayed in the Agent Desktop application.

Note that due to a limited space allocated for the metrics on Agent Desktop, if the given team provides multiple services, metrics related to those services will be displayed for one service at a time.

To see what the dashboard will look like for a specific service, select the desired service from the list. (The difference in the dashboard appearance for different services may be due to service-specific disposition metrics.

Agent Dashboard Metrics

Most of the metrics available for display in the agent dashboard are also available via the real-time metric views of the supervisor’s desktops. You can find detailed description of those metrics in the Bright Pattern Contact Center Supervisor Guide. For general dashboard configuration settings, see section Teams.

The few metrics that are specific to the agent dashboard are explained as follows. Unless specifically noted otherwise with respect to a particular metric, all metrics are calculated since the reset time.

Service name

Service name is the name of the service for the related metric. Display of the service name is helpful if you intend to show any service-level metrics to the agents of this team and if this team provides multiple services.

Note that due to a limited space allocated for the metrics on the Agent Desktop application, if the given team provides multiple services, metrics related to those services will be displayed for one service at a time.

My Success Rate

My Success Rate is the percentage of interactions handled by the agent with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by this agent. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab.

My Team Success Rate

My Team Success Rate is the percentage of interactions handled by all agents of the given team with dispositions indicating successful processing (dispositions of type Success) relative to all interactions handled by those agents. For more information about dispositions and their types, see section Services and Campaigns - Dispositions tab.

Call handling rate per hour

Call handling rate per hour is the total number of interactions of the given service handled in the last hour. This metric is not counted for email services.

Dispositions

Dispositions represents the number of interactions handled by the agent for the given service with the selected disposition. For more information about dispositions, see section Services and Campaigns - Dispositions tab.

Select the desired service from the drop-down menu on the left, and then select the desired disposition from the menu on the right. To display the total number of interactions for the given service that the agent completed with any disposition, select the Show total dispositioned calls checkbox.

Roles

A role is a combination of privileges (i.e., permissions) that allow a user to access specific functionality within Bright Pattern Contact Center. Roles, therefore, define the type of work that users are allowed to do in the contact center. For example, in order to design call distribution scenarios, a user must have a role that has the Manage Scenarios privilege. A user may have any number of roles assigned simultaneously.

Bright Pattern Contact Center provides a number of preconfigured roles that are available upon the initial solution installation. It is recommended that you review these roles first to see if they sufficiently reflect your contact center organization. If any changes are desired, you can modify the default privilege set of any preconfigured role, delete some of the preconfigured roles, and/or create some additional roles.

To work with roles, select the Roles option from the Users & Teams menu.

Screen Properties

Roles

The Roles screen properties are described as follows.

Name

Name is the role name. This name must be unique within the contact center.

Licenses

This property is reserved for future use.

Assign this role to newly created users

Assign this role to newly created users indicates whether the given role will be assigned automatically to every new user registered in your configuration. For example, if you want all or most of your users to be able to handle service interactions, you can select this property for the default role Agent and all new users automatically will get the corresponding permission. Remember that you can always remove a role assigned by default manually.

Privileges

This tab defines the privileges granted with this role. A privilege is permission to access specific functionality within Bright Pattern Contact Center.

Note that there are two columns:

• Has defines whether users who have this privilege can access the corresponding functions.
• May grant or revoke defines whether users can assign roles containing such privileges to other users or to revoke them from other users.

For detailed descriptions of all privileges, see section Privileges. Note that access to some functions may require a combination of privileges.

Note: The BPO Client group of privileges exists to support BPO call center operations, where BPO clients may want to have access to some system functions, such as quality monitoring. This access will be limited to the services that the BPO contact center handles for the given client. Any privilege in this group will be provided only with respect to the services where the corresponding user is assigned as a reviewer. For more information, see section Services and Campaigns - Assignment Tab. If you assign a certain role to new users by default (see setting Assign this role to newly created users), you may have to remove that role explicitly from your BPO clients to prevent them from using system functions other than the ones implied by their BPO client role.

Users tab

The List of users shows all the users who currently have the selected role assigned to them. First name, last name, extension number, and team membership are displayed for each user. Double click a specific user row to manage settings of this user.

To assign the selected role to multiple users, click the Assign users button.

Privileges

Registered users of your Bright Pattern Contact Center solution are assigned privileges that can be used to control access to various contact center functions. Privileges are arranged in the same way as they appear on the Roles page of the Contact Center Administrator application. For general information about privileges and roles, see section Roles.

Privileges are organized into six categories (i.e., groups):

• Interaction Handling
• Security and Administration
• Service and Campaign Administration
• Supervision
• System Administration
• BPO Client

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to privileges, we recommend that all affected agents re-login to Agent Desktop.

Interaction Handling group

Access full-screen Agent Desktop

The Access full-screen Agent Desktop privilege allows the user to enable full-screen Agent Desktop view within CRM applications.

Because CRM systems typically have their own email and case management capabilities, the full-screen mode normally would be used by supervisors only.

Delete contacts

The Delete contacts privilege allows the deletion of contacts. If enabled, users can delete individual contacts via the Agent Desktop. When a contact is deleted, its activity history is deleted too. Cases are not deleted automatically.

Edit contacts

The Edit contacts privilege provides write access to contacts. If enabled, users can create new contacts, and users can modify any fields in existing contacts (but not activity history).

Force pop-out phone window

This privilege is reserved for future use.

Handle automatically distributed interactions

The Handle automatically distributed interactions allows the user to receive calls from a service queue and preview records. This is the basic privilege that allows the user to perform typical call center agent work (i.e., provide services over the phone and participate in outbound campaigns).

The ability to handle customer chat or email interactions is controlled via separate privileges (see Handle email and Handle service chat).

Handle email

When enabled, the Handle email privilege allows users to:

• Edit cases
• Create new cases manually
• Open cases from search results (even if they are already open by other agent)
• Mark cases as spam

Handle service chats

With the Handle service chats privilege, the user may handle chat interactions with customers. This includes chat interactions started by customers via SMS.

Note that the ability to initiate a chat with a customer via SMS is controlled by a separate privilege (see Initiate SMS conversation). Likewise, the ability to use internal chat is controlled by a separate privilege (see Send internal chats).

Initiate SMS conversation

The Initiate SMS conversation privilege allows the user to initiate chats with customers via SMS.

Listen to call recordings and view chat transcripts on assigned services

With this privilege granted, the user may review call recordings and chat transcripts of the services that the user is qualified to handle (i.e., has corresponding service skills).

Listening to own call recordings and view own chat transcripts

This privilege provides Agent Desktop users the capability, via activity history, to access recordings where the agent participated (at least partially). This privilege applies to Agent Desktop only.

Login to Agent Desktop

Login to Agent Desktop allows the user to log in to Agent Desktop application and perform basic back-office telephony functions. Any user who needs access to Agent Desktop must have this privilege. Note that this privilege alone is not sufficient for performing typical contact center agent work.

Note that any user who logs into Agent Desktop will be counted as a concurrent user for the duration of the login session. Your service provider may impose a limit on how many of your users may be logged on concurrently.

Make external calls

A user with the Make external calls privilege may make external calls and blind transfers to external destinations from the Agent Desktop application. If the user does not have this privilege, an attempt to make an external call or blind transfer will result in a text error message displayed on Agent Desktop.

Note that the absence of this privilege does not prevent users from making external calls using the dial pad of their hardphones.

Mask original email content

The Mask original email content privilege allows the user to mask fragments of original customer email text. For more information, see section How to Mask Sensitive Data of the Agent Guide.

Modify own identification data

The Modify own identification data privilege allows the user to be able to modify specific fields of the user profile. If the privilege is not present, the following fields are locked:

• First Name
• Last Name
• Chat Nickname

See other agents/teams in directory

This privilege lets the user see all configured teams and team members in the Agent Desktop directory and view their current availability (presence). For more information, see section How to Use the Directory of the Agent Guide.

See other agents’ cases

See other agents’ cases allows the user to see cases handled by other agents. If the user does not have this privilege, the user will be able to see only cases that with which the user has worked. This privilege affects case search only. Absence of this privilege does not affect the user’s ability to receive emails related to existing cases that the user has not worked on.

Send internal chats

The Send internal chats privilege allows the user to initiate internal chat conversations.

Start recording of interactions

With this privilege, the user may start call recording.

Stop recording of interactions

Stop recording of interactions allows the user to stop call recording.

Transfer calls

The Transfer calls privilege allows the user to transfer customer interactions to consultation parties and host conferences (both via-consultation and single-step).

Absence of this privilege does not affect user’s ability to

• make blind transfers of customer interactions
• transfer or conference internal calls

Use Calendar

The Use Calendar privilege enables users to use the Agent Desktop calendar for scheduling.

Use Favorites tab

Use Favorites tab is an agent-level privilege that controls whether the user can see and set favorites from the Agent Desktop application. This privilege is an agent behavior control to prevent users from dialing destinations that they should not based on FCC/TCPA and organizational rules.

Use Recent Calls tab

The Use Recent Calls tab privilege lets the user restrict access to recent calls. This privilege uses TCPA manual dialing to limit which agents can access recent calls.

Use RightNow

Use RightNow allows the user to use Agent Desktop embedded into the RightNow application. This privilege enables access to the Agent Desktop widget within RightNow.

For more information, see the RightNow Integration Guide.

Use ServiceNow

Use ServiceNow allows the user to use Agent Desktop embedded into the ServiceNow application. This privilege enables access to the Agent Desktop widget within ServiceNow.

For more information, see the ServiceNow Integration Guide.

Use Zendesk

With the Use Zendesk privilege, the user may use Agent Desktop embedded into the Zendesk application. This privilege enables access to the Agent Desktop widget within Zendesk. To enable full-screen Agent Desktop view within Zendesk application, the user must also have the Access full Agent Desktop privilege.

For more information, see the Zendesk Integration Guide.

Security Administration group

Can edit and erase interaction records

This privilege provides access to the manual erasure functions in accordance with PCI DSS 3.2 and GDPR requirements. With this privilege enabled, users will be able to edit and erase interaction records securely and manually in the event that another user has mistakenly included a customer's sensitive data in interaction content (e.g., call recording, chat, etc.).

This privilege is added to predefined Security Administrator and System Administrator roles.

Grant all privileges

Grant all privileges allows the user to grant any privilege, regardless of the user's May grant or revoke settings with respect to specific privileges. This is helpful during product upgrades where new privileges may be introduced.

Manage roles and security settings

With this privilege enabled, the user has full access to the following settings:

• Roles
• Security Policy
• System Access Restrictions
• Encryption Key Management

Service and Campaign Administration group

Configure reporting settings

With this privilege enabled, the user has full access to the following settings:

• Report Templates
• Scheduled Reports
• Reporting Settings

Configure system-wide settings

The Configure system-wide settings privilege gives the user full access to all pages of the following menus: Tasks, Call Center Configuration, and Quality Management.

For tasks, note that all users who have the Configure system-wide settings privilege enabled will receive an email notification each time a scheduled task fails.

Control campaign operations

Control campaign operations enables the user to view and control assigned campaigns via Agent Desktop.

A user must have this privilege in order to be available for selection as a service/campaign operator via the Services and Campaigns > Assignments page. In the Agent Desktop application, access will be limited to campaigns where the user is assigned as an operator.

If this privilege is revoked from a user, the user's name will appear in red color in the list of operators of any services/campaigns that the user may have been previously assigned to operate.

Edit knowledge base

The Edit knowledge base privilege gives the user full access to the Knowledge Base via the Contact Center Administrator application. It also allows the user to create articles in the Knowledge Base via the Agent Desktop application.

Note that access to the Knowledge Base via the Agent Desktop application is provided in the context of the services that the user can handle.

Manage all services and campaigns

The Manage all services and campaigns privilege allows the user to configure all existing services campaigns regardless of whether the user is assigned to them as an administrator. Note that in order to assign teams to campaigns, the user must also have the Manage teams privilege.

Another privilege exists to enable the user to access only assigned services campaigns (see below). Note that in order to prevent the user from creating new services and campaigns, both these privileges must be disabled.

Manage assigned services and campaigns

With this privilege, the user has full access to configuration of the services and campaigns that the user is assigned to as an administrator. For more information, see section Services and Campaigns - Assignments Tab.

Note that in order to assign teams to a service/campaign, the user must also have the Manage teams privilege.

Another privilege exists to enable the user to access all configured campaigns regardless of assignment (see above). Note that in order to prevent the user from creating new campaigns, both these privileges must be disabled.

Manage lists

The Manage lists privilege gives the user full access to calling lists and do-not-call (DNC) lists. Absence of this privilege does not affect the user’s ability to associate existing lists with campaigns.

Manage scenarios

The Manage scenarios privilege allows the user to create, view, and edit scenarios. Absence of this privilege does not affect the user’s ability to configure scenario entries and associate such entries with existing scenarios.

Manage skills

With the Manage skills privilege, the user may create and edit existing auxiliary skills and assign skills to agents with specific levels.

Supervision group

Access Real-time Stats API

The Access Real-time Stats API privilege gives the user access to applications that are connected to Bright Pattern Contact Center via the Real-time Stats API; this includes viewing the wallboard application. Note: The availability of data on the Agent Desktop Home Screen is not affected by this privilege, with the exception of the wallboard icon.

All assigned teams combined view

When enabled, this privilege will show, on the supervisor's home screen, the agents from all teams assigned to the logged in supervisor, specifically with the following metrics:

• State
• Time in State
• Not Ready Reason (if not ready for a reason)
• Team (new metric)
• Active interactions

It shows all services that are the teams are assigned to (individual services can be hidden if needed), specifically the following metrics:

• Calls in Queue
• Service Level
• # of Agents in Queue
• # of Ready Agents
• Current Max Wait Time (for calls in Queue)

Can see contents of email push queues

This privilege allows supervisors of teams with the push distribution method enabled to view push queues. Push queue items appear in team queues when the “All Services with Push Queues” option is selected; however, it is possible to select only one service and see only its queue.

While looking at a push queue, a supervisor can:

• Sort the queue as they like (i.e., using existing pull queue sort controls)
• Assign an item to an agent
• Assign one or more items to another queue and skill requirement
• Open an item to work with
• Delete an item or mark it as spam

Note that this setting is not assigned to any roles by default.

Can update final dispositions

This privilege enables users (i.e., agents, supervisors) to update dispositions even when final.

Change alert configuration

Users with the Change alert configuration privilege may enable/disable alerts available for some real-time metric displayed via Agent Desktop, change their appearance, and modify threshold values that trigger such alerts.

Note that the ability to set configured alerts as system-wide defaults is controlled via a separate privilege (see Set alerts for real-time metrics system-wide).

If the user does not have this privilege, the Alert Configuration dialog of the Agent Desktop will provide read-only information about the current alert configuration.

Change real-time metric views

The Change real-time metric views privilege allows the user to add metrics to, and remove them from, any real-time metric views of the Agent Desktop application. The user may also change the order in which the metrics appear in the table views.

Absence of this privilege does not affect the user’s ability to add services and campaigns to, and remove them from, real-time metric views.

Note that the ability to set created real-time metric views as system-wide defaults is controlled via a separate privilege (see Set real-time metric views system-wide).

Customize Wallboards

The Customize Wallboards privilege allows additional elements to appear on the user's wallboard. These elements include title, selector, flip arrows, and menu. Using these elements, users can customize the look and display of their Agent Desktop wallboard. Using the Wallboard Layout Editor, cards and cells can be added, deleted, scaled, and expanded using mouseovers, click-and-drag, and drag-and-drop movements.

Define/View subteams of selected agents

The privilege Define/View subteams of selected agents enables subteam controls to be displayed in Agent Desktop and the Reports portal. In addition, the privilege allows users to switch between them. Subteams are smaller groups of agents that supervisors have selected from full teams.

Delete cases

The Delete cases privilege allows the deletion of cases. If enabled, users can delete individual cases via the Agent Desktop. When a case is deleted, all interactions related to a case are deleted.

Download recordings and transcripts

With this privilege, the user may download call/screen recordings, chat transcripts, and email messages from the interaction search and review pages of the Contact Center Administrator application.

Force agent states

The Force agent states privilege allows the user to change current agent states of members of any team that the user is assigned to supervise.

Grade interactions

Grade interactions allows the user to grade interactions while monitoring them in real-time via Agent Desktop and/or when reviewing their recordings/transcripts via the Contact Center Administrator application.

Note that in order to grade interactions while reviewing their recordings/transcripts, the user must also have the privilege Listen to call recordings and view chat transcripts (see below).

Listen to recordings linked to external CRM records

This privilege allows the user to listen to call recordings linked to activity history in the CRM records.

Listening to all call recordings and view all chat transcripts

With Listening to all call recordings and view all chat transcripts, the user may review voice recordings and chat transcripts via the Contact Center Administrator application.

Absence of this privilege does not affect the user’s ability to review screen recordings in the Agent Timeline or email messages in the Interaction Search.

When removing this privilege from a user, make sure this user also does not have the privilege Listen to call recordings and view chat transcripts for assigned services in the BPO Client group (see below).

Manage canned chat responses system-wide

The Manage canned chat responses system-wide privilege allows the user to make canned chat responses available to all other agents of the contact center. For more information, see section How to Create and Edit Canned Chat Responses of the Agent Guide.

Monitor agent screen

When enabled, the Monitor agent screen privilege allows the user to view and monitor the screens of a selected agent that the user is assigned to supervise.

Monitor interactions

The Monitor interactions privilege allows the user to connect to calls handled by agents that the user is assigned to supervise in silent monitoring, coaching, and barge-in modes. For more information, see section Call Monitoring, Coaching and Barge-In of the Supervisor Guide.

Pull screen pop

Pull screen pop allows the user to get snapshots of the Context Information Area of the desktops of agents that the user is assigned to supervise. Note that in order to be able to get a snapshot, the user must be connected to the agent in one of the call monitoring modes. Thus, the user also must have the privilege Monitor interactions (see above).

Push/Pull Global Wallboards

Users with the privilege Push/Pull Global Wallboards can push their personal wallboards to other users and/or teams, as well as pull shared wallboards from a global pool. Note that only global wallboards can be pulled.

Set alerts for real-time metrics system-wide

This privilege allows the user to set alerts that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have privilege Change alert configuration.

Set real-time metric views system wide

Set real-time metric views system wide allows the user to set real-time metric views that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have the privilege Change real-time metric views.

For more information, see section Customization of Metric Views of the Supervisor Guide.

View historical reports

The View historical reports privilege allows the user to generate and view reports via the Contact Center Administrator application. Absence of this privilege does not affect the user’s ability to access any of the general reporting settings or be a recipient of emailed scheduled reports.

View interaction records

With this privilege, the user may search for and review interaction records via the Contact Center Administrator application.

Absence of this privilege does not affect the user’s ability to generate and view the Call Detail Report or Email Detail Report. To prevent access to these reports, use privilege View historical reports (see above).

View real-time agent metrics

View real-time agent metrics allows the user to view real-time metrics for the agents of the teams that the user is assigned to supervise.

View real-time service metrics

With View real-time service metrics, the user may view real-time metrics for all services associated with the teams that the user is assigned to supervise.

Absence of this privilege does not affect the user’s ability to view campaign-specific metrics. To prevent access to these metrics, use privilege Control campaign operations (see above).

Watch agent screen recordings

The privilege Watch agent screen recordings allows supervisors to search for and view the screen recording sessions of agents on their teams. The screen recordings appear in interaction records in agent timeline searches. If a screen recording is available for the selected agent, and if the privilege is enabled, then the Watch screen recording button is shown to the supervisor.

System Administration group

Privileges associated with system administration are described as follows.

Allow recording export API access

This privilege allows users to access the Recording Retrieval API that retrieves call recordings and metadata based on the call identifier.

Bulk Export/Import Contacts

When enabled, the privilege Bulk Export/Import Contacts allows the export/import icon on the Agent Desktop Contacts screen to be shown.

Configure Contact Forms and fields

The Configure Contact Forms and field privilege allows users to edit contact, activity history, and augmentation and case forms.

Configure directory

The Configure directory privilege allows the user to create and modify external contacts that appear in the Directory of the Agent Desktop application.

Manage BPO Clients

When enabled, the Manage BPO Clients privilege allows users to:

• Create, edit, and delete BPO clients in the Contact Center Administrator application
• Assign forms and teams to BPO clients

Manage all teams

If granted the Manage all teams privilege, the user may

• create teams and change configuration of all existing users and teams
• create users and change configuration of existing users, provided that the user also has the Manage users privilege (see below)
• assign skills to, and change skill levels of, all existing agents, provided that the user also has the Manage skills privilege (see above)

For more information, see sections Users, Teams, and Skill Levels.

Note that if a user is assigned as a supervisor of a particular team, absence of this privilege does not affect the user’s ability to change most of the configuration settings of the given team and its current members.

Manage phones

The Manage phones privilege gives the user full access to configuration of softphones, hardphones, access numbers, and scenario entries. Absence of this privilege does not affect the user’s ability to assign phone numbers to users.

Manage users

The Manage users privilege allows the user to create users and change configuration of existing users, provided that he also has the Manage all teams privilege (see above).

Privileged Access IP Range

The Privileged Access IP Range privilege allows users (e.g., administrators) to be able to log in to the system from any IP address (e.g., a public place such as a coffee shop). Without this privilege, users can only log in from specific IP addresses.

Publish help

Publish help gives the user full access to configuring help screens.

View audit log

With the View audit log privilege, the user can view the audit log.

View usage data

The View usage data privilege allows the user to access to reports about usage of telecom carriers’ resources via Contact Center Administrator > Reports > Usage.

BPO Client group

Listening to call recordings and view chat transcripts on services in reviewer role

With this privilege granted, the user may listen to call recordings and view chat transcripts of the services to which the user is assigned as a reviewer.

Skill Levels

In Bright Pattern Contact Center, skills assigned to an agent with certain proficiency levels define the types of customer interactions that the agent is able to handle. Before skills can be assigned to an agent, they must be defined in your contact center configuration.

Defining Skills

There are three different ways to define skills in Bright Pattern Contact Center, as well as three corresponding methods to assign such skills to agents.

With the first method, when you create your services, a default service skill representing qualification to provide the corresponding service is created automatically. When you assign a service to an agent team, you will have an option to assign this default service skill to all members of this team with a specific level. If you select this option, all current and future members of the team will get the service skill automatically. Note that the individual skill levels can be changed manually later.

With the second method, skills are created independently of services. Such auxiliary skills are organized in groups and can be used in combination with the default service skills (see above) to identify the most qualified agents to handle a specific interaction. For example, an auxiliary "IT" skill can be used with the default service skill for technical support; this connects "IT" skilled agents with customers inquiring about this topic. Auxiliary skills are assigned to agents manually. For more information, see section Auxiliary Skills.

For the third method, language skills are assigned to agents. Language Skills are selected from a pre-configured list and also can be used in combination with the default service skills; this is used to identify the most qualified agents to handle an interaction in a specific language. For example, a "Spanish" language skill can be used with the default service skill for technical support, and then provide support in Spanish to the customer. Language skills are assigned to agents manually. Please note: In previous versions of Bright Pattern Contact Center, languages could be configured in Auxiliary Skills. If you configured languages previously, they will be displayed in Auxiliary Skills as "Language - Old." For more information, see section Language Skills.

Understanding Skill Assignments

To view and change assigned agent skills, select the Skill Levels option from the Users & Teams menu.

The list that appears will contain all users of your contact center. You can limit the view to members of one or several specific teams by selecting those teams from the drop-down menu above the list. For each user, information about his team membership and assigned roles will be displayed.

The other columns of the list represent your contact center skills arranged according to their groups. The default service skills will be arranged under the group Services. Note that when you limit the list view to show the members of a specific team, only the default skills of the services associated with this team will be displayed.

To focus on the particular skills whose assignments you wish to view and modify, click the Skill columns button and deselect the skills that you do not wish to work with right now. Please note: The modifiable user skill columns shown here are auxiliary skills; the view of languages columns cannot be modified. To edit either auxiliary or language skills, click on the corresponding links located here.

Numeric Values

The numeric values in the skill columns define the relative levels of proficiency in the given skill for the agents in the corresponding rows. Absence of any skill level value in a specific skill column for a specific agent means that the agent does not possess the given skill at all. Note that for default service skills, the skill levels will usually contain a certain default value specified at the time when the corresponding service became associated with the agent team. For auxiliary skills, levels will be initially absent and must be specified manually.

To assign a skill to an agent, click the corresponding skill level cell, specify the desired value, and press the Enter key. The value must be an integer within the 0 to 100 range. Best practice is to set skills at intervals of 25 (e.g., 100, 75, 50). What this will do is cause the service scenario to find an agent with a skill level of 100 first, then 75, then 50, and so forth. The higher-skilled agents will get the messages before the lower-skilled agents, and the agents with no skill will not be served.

Use the same operation to change the levels of the existing agent skills. Deleting an existing value or setting it to 0 means that the user will no longer possess the corresponding skill.

You can change any number of skill levels for any number of agents while in the Skill Levels screen. All cells with updated values will be highlighted with a red mark in the upper left corner. Click Apply to store the new values in the configuration.

Help Screens

Bright Pattern Contact Center allows you to define the content of the Help screen that users of the Contact Center Administrator and Agent Desktop applications will see when they click the help icon in the upper-right corner of the application screens. Help screens can contain multiple help items and can be customized for each role you have defined for your contact center. A help item is usually a link to a web resource that provides information relevant to the person in the given role. For example, a link can point to a published user guide, a Knowledge Base article, or a documented customer service procedure. Phone numbers and email addresses can also be defined as help items. Items related to the same knowledge domain are arranged in sections, and these sections can be displayed or hidden depending on the role and/or team assignment of the user who will view the help screen.

To work with help screens, select the Help Screens option from the Users & Teams menu. Note that you must have the privilege Publish help in order to see this option and edit help screens.

When you open the Contact Center Administrator application for the first time, you will see some pre-defined content of the help screen provided to you as an example. Use the Application drop-down menu to work with the help screen content of the user-facing application of the desired type. By default, you will see sections and items for all roles and all teams. To see the content available to a specific user role, select the desired role from the View As drop-down menu. To see the content available to members of a particular team, select the desired team from the Teams drop-down menu.

• To add a new section, click add section, provide the section title and, if necessary, re-define the intended audience (roles and teams) for the content of this section. If the content applies to all roles/teams, select All.
• To add a help item to the section, click add item, provide the item title, select its type (URL, phone, or email), and specify the value.
• To edit or delete existing sections and help items, hover over the corresponding titles.

Softphones

A softphone is a software program for handling telephone calls using the networking and sound processing capabilities of a general purpose computer. In VoIP systems, a softphone application is associated with a user at the moment of login, and it is identified by the user’s name and extension number for the duration of the login session.

When a new user is created in the system, a softphone extension number is assigned to the user automatically. The extension number can be used for making direct calls to this user when numeric input is preferred or when it is the only way to make a call (e.g., dialing the extension number from a simple hardphone or entering it through an interactive voice (IVR) system). Note that the softphone extensions are recycled (i.e., when you remove a user from the configuration, the user's extension number becomes available for assignment to another new user). All forwarding options of such a recycled softphone extension will be reset to their default values.

In Bright Pattern Contact Center, the softphone functions are implemented in the Agent Desktop Helper Application component, which is an integral part of the Agent Desktop. This component is installed on the computers of all users of the Agent Desktop application. For more information about the functions of this component and methods of its installation, see section Agent Desktop Helper Application.

Note that computers of users of the Agent Desktop application must conform to a number of system requirements.

To view the current extension number assignment, get the real-time softphone status, and set up call forwarding options, select the Softphones option from the Directory menu.

Screen Properties

The Softphones screen properties are organized into two tabs--Phone and Forwarding--which are described as follows.

Phone tab

Number

Number is the softphone extension number. This is a read-only parameter that also shows the first and last name of the user who is currently assigned to this extension number. If you wish to assign a different extension number to the user, click the username.

Phone registers dynamically as

The Phone registers dynamically as property is the unique softphone registration name consisting of the extension number and your tenant access domain name. This parameter is read-only.

Note: The Session Initiation Protocol (SIP) registration mechanism is used for detection of softphone connection problems. If the softphone cannot register with the SIP server upon login, or if the softphone loses connection after a successful initial registration, the following error message will be displayed on the Agent Desktop: SIP phone has lost connection with the system. Softphones refresh registration every 15 seconds. On the SIP server side, the timeout for registration renewal is set to 30 seconds. Thus, there may be up to a 15-second delay between loss of connection and the display of the error message.

Forwarding tab

Call forwarding settings

The Forwarding tab contains call forwarding settings related to the softphone extension. The same settings appear in the configuration of the user to whom the softphone extension is assigned.

Hardphones

A hardphone is a telephony device designed specifically for handling telephone calls. Unlike softphones, whose extensions are defined by users who are currently logged on, hardphones have their own extension numbers. In Bright Patter Contact Center, the association between a user and a hardphone number is typically established when, while logging into the Agent Desktop application, the user selects option An internal phone for the phone device setting and specifies a hardphone number. Such an association is maintained for the duration of the login session. After the user logs out, another user can log in with the same hardphone device following the same login procedure.

For users who have permanently assigned hardphones installed at their personal desks, another type of association can be established where such a phone is assigned as a default hardphone number in the user’s configuration (see section Users, property Default hardphone number). In this case, the user will select option Default number for the phone device setting when logging in.

After hardphones have been created in the Bright Pattern Contact Center configuration, the hardphone devices themselves shall be configured with the corresponding extension numbers and registered with the system.

For manual hardphone set up procedures, refer to the documentation provided with your hardphone devices. Bright Pattern Contact Center also supports automatic provisioning for Polycom IP phones (see option Phone MAC address below for more information).

To configure hardphones, get their real-time status, and set up their call forwarding options, select the Hardphones option from the Directory menu.

Screen Properties

The Hardphones screen properties are organized into three tabs: Phone, Authentication, and Forwarding. Their configuration settings are described as follows.

Phone tab

Number

Number is the hardphone extension number. This mandatory field must be unique within the contact center. Note that if you use both softphones and hardphones in your contact center, the uniqueness must be observed within the entire range of extension numbers, including the ones assigned to softphones.

Caller ID

Caller ID is the name that will be displayed to other users when they receive calls from this phone.

MAC address

MAC address is the unique identifier of the hardphone device on the physical network. This parameter is optional and is used for possible automatic provisioning of supported hardphone models. Entering or changing the MAC address will automatically enable authentication and will require a new password for the phone (see screen Authentication below.)

Phone registers dynamically as

Phone registers dynamically as is the unique hardphone registration name consisting of the extension number and tenant access domain name.

Authentication tab

Username

Username is the username for authentication of the hardphone. This field is mandatory.

New Password

New Password is used to change the selected hardphone’s password. Enter the new password here.

Confirm password

Confirm password is the mandatory password confirmation field.

Generate password

Use this button to let the system generate a random password for the hardphone. Note that the generated password will be displayed in clear text only until you close the pop-up window. Thus, you should note and communicate it to the hardphone’s user immediately upon generation. The password will be masked for any subsequent display attempts.

Forwarding tab

General information

The Forwarding tab contains call forwarding settings related to the hardphone extension. These settings are applied regardless of whether users log in with the hardphone temporarily or whether it is used as someone’s permanent (default) hardphone.

Forward all calls for ext…

Forward all calls for ext… indicates whether call forwarding is activated for the hardphone extension.

to

This field is for the phone number to which incoming calls will be forwarded. It must be specified if the Forward all calls to ext… checkbox is selected.

Forward No Answer timeout

Forward No Answer timeout is the time (in seconds) after which incoming calls will be forwarded to the number specified if the user is logged on and does not answer. The amount of time must be specified if the Forward all calls to ext… checkbox is selected. For immediate (unconditional) forwarding, set the timeout to 0.

If the user is unreachable (busy or logged out), incoming calls will be forwarded to the specified number immediately, regardless of this setting.

Access Numbers

Access numbers are the telephone numbers of your contact center that can be accessed from the public telephone network. These numbers are initially configured and assigned to your contact center at the service provider level. With the Contact Center Administrator application, you can view the available external access numbers and associate them with scenarios, which define how calls arriving at these numbers will be processed by the system. Such associations are called dial-in scenario entries.

You can also associate external access numbers with specific extension numbers of your contact center. In this case, all calls arriving at the external number will be delivered directly to the associated extension. This functionality is called Direct Inward Dialing (DID).

Access numbers can, and in some cases must, be used as caller IDs for regular outbound calls, campaign calls, and outgoing SMS communications. For more information about configuring caller IDs for regular outbound calls, see section Dial-out Entries. For more information about configuring caller IDs for campaign calls and SMS messages, see section Service and Campaigns - Numbers Tab.

Access numbers are also used in chat services to enable customers to request and carry on chat conversations via SMS. For more information about enabling inbound SMS function in chat services, see section Messaging/Chat.

To view the available access numbers, select the Access Numbers option from the Directory menu.

All access numbers assigned to you by the service provider will appear in the list view. Numbers dedicated to SMS communications will appear in the [number]/SMS format.

Access Number Types

Access number types displayed in the list view have the following meanings:

Extension

If an access number is associated with an extension, its type will be set to extension, the extension number will appear in column Internal, and the user of that extension will appear in column Details.

Scenario

If a regular or SMS access number is associated with a scenario entry, its type will be set to scenario, and the scenario name will appear in column Details.

Text out

If an SMS number is associated with a service, its type will be set to text out.

Scenario, text out

If an SMS number is associated with both a scenario entry (for inbound SMS) and a service (for outbound SMS), its type will be set to scenario, text out.

Unassigned

Access numbers that do not have any associations will have type unassigned.

How to Associate a Selected Access Number with a Scenario

1. Set the Destination property to scenario.
   
   
2. Edit the dial-in scenario entry properties that will appear in the right pane.

How to Associate a Selected Access Number with an Extension (the DID Function)

1. Set the Destination property to extension.
   
   
2. Specify the extension number in the field Extension.
   
   

If the specified extension is a softphone, the name of the associated user will appear next to the entered number. If the specified extension is a hardphone, the internal Caller ID of the hardphone will appear.

By default, access numbers used as caller IDs will be transmitted exactly as they appear in the list view of the Access Numbers screen.

How to Attach a Prefix to an Access Number When It Is Used As a Caller ID

1. Select the Add prefix to all caller IDs checkbox.
   
   
2. Enter the desired digits in the Prefix field.
   
   

Note that the use of access numbers as caller IDs for campaign calls must be enabled at the service provider level. Where such use is restricted, the property pages of the corresponding access numbers will display a read-only parameter Restrictions set to No automated outbound dialing on this number.

For DID purposes, a range of numbers may be assigned to your contact center at the service provider level. The range will appear in the list view as the starting number followed by the number of numbers in the range in parentheses. Note that such numbers cannot be used for dial-in scenario entries.

How to Associate a Range of Access Numbers with a Range of Extensions

1. Set the Destination property to extension.
   
   
2. Specify the first extension number of the desired range in the field Extension.
   
   

Association of subsequent extensions in the range will happen automatically.

How to Specify Where Unsolicited Inbound Messages Go

1. Select an access number of type text out.
   
   
2. Next to Unsolicited inbound messages go to, select either Service or API.
   
   
3. Click Apply.

Note that if you are changing the destination from service to API, this action will remove all associations of this number with the scenario entry and services.

Dial-out Entries

Dial-out entries define how outbound calls are made from the extensions of your contact center. The system recognizes a call as an outbound call by analyzing the first digit (or a set of digits) of the dialed number. Dial-out entries are also used to indicate services that will be associated with such outbound calls by default and to configure caller ID(s) for these calls.

Note the following:

• In order for the Use customer number on transfers and consult calls feature to work, the capability to transfer calls with the original calling party numbers must be enabled for your account. You can determine whether the capability is enabled for your account by looking for the Use customer number on transfers and consult calls checkbox (see below) on the Dial-out Entries screen properties pane. If you do not see it, contact your service provider for assistance.

• Before configuring your caller IDs, be sure to check all legal requirements and restrictions for what can be sent as a caller ID in the jurisdictions where you operate.

To configure a dial-out entry in the Contact Center Administrator application, navigate to Configuration > Directory > Dial-out Entries.

Dial-Out Entries

The Dial-out Entries screen properties are described as follows.

Digits

Digits are the numeric digits which, when dialed from an extension of your private telephone network, will indicate that an outbound call is requested. This set of digits can contain a leading plus (+) sign indicating international calling. This parameter is mandatory and must be unique within the contact center.

Is a prefix

Is a prefix indicates whether the above number is a prefix used only within your private telephone network, as opposed to being part of the PSTN number.

Remove prefix

Remove prefix indicates whether the digit(s) specified in parameter Digits shall be removed before transmitting the dialed number outside of your private telephone network.

Insert prefix

Insert prefix represents a set of digits to be prepended to the number before transmitting the dialed number outside of your private telephone network. The digits can contain a leading plus (+) sign indicating international calling.

Set service

Set service is where you set the service associated with the specified Number. Association of outbound calls with services is optional and is useful when you want to be able to count separately calls made with respect to different services (e.g., for reporting and/or billing purposes).

Note that an outbound call can also be associated with a service via selection of the desired service directly from the Agent Desktop application. In case of a conflict, the service explicitly selected by the agent overrides the service defined by this setting. For more information, see section How to Make an Outbound Call of the Agent Guide.

Use customer number on transfers and consult calls

This option indicates whether a customer’s number of original service calls, if available, will be used as the Caller ID for associated outbound calls (i.e., external consultation calls, two-step and blind transfers, and calls forwarded to external destinations via scenarios) made via this dial-out entry. If this option is enabled, the Caller ID of the original call will be relayed regardless of whether such an original call is inbound, regular outbound, or a campaign call.

Note: This option must be explicitly enabled by your service provider before it can be used in your contact center. If this option is not enabled by the service provider, the Caller ID will be set according to one of the following methods.

Direct mapping of internal phones

Direct mapping of internal phones allows you to select the extensions for which their personal caller IDs will be displayed when making outbound calls via this dial-out entry. Usually these are the DID extensions with direct external access numbers assigned to them. To select such extensions, click edit.

This option will be disregarded for the cases where the above setting applies.

Use Caller ID form service configuration if service information is available, otherwise use this number

This option specifies the number that will be displayed to called parties when they receive a call made through this dial-out entry, unless a service was selected manually for this call (see description of property Set service above).

If a service was selected manually for an outbound call, one of the numbers specified as a caller ID for the selected service will be displayed. For more information, see section Services and Campaigns - Numbers Tab.

This option will be disregarded for the cases where either of the above two settings applies.

Static Entries

Static entries describe names and contacts of people/organizations that are external to your contact center. These entries appear in the directory of the Agent Desktop application. Usually these are the people/organizations that the agents of your contact center may need to call (e.g., for consultation purposes).

For convenience, related static entries are arranged in folders. By default, agents are able to see static entries in all folders that are defined here. You can select specific folders that the agents of a particular team will be able to see via the Team properties.

Note that caller IDs of inbound calls can be checked against the telephone numbers of configured static entries, and the corresponding static entry names can be displayed to agents instead of the caller ID numbers. For more information, see section Search Directory of the Scenario Builder Reference Guide.

To configure a static entry, select the Static Entries option from the Directory menu.

Static Entries Screen Properties

The Static Entries screen properties are described as follows.

Name

Name is the name of the static entry as it shall appear in the Agent Desktop directory. This field is mandatory.

Type

Type is the destination type. For phone contacts, select Voice. For email contacts, select Email.

Destination

For entry of the Voice type, Destination is the destination’s phone number. For entry of the Email type, Destination is the destination’s email address.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this static entry will appear. You can select an existing folder or create a new one.

Limiting Static Entries

Teams can view either all static entries in the directory or selected static entries only. By limiting Directory Static Entries, you control who can view particular static entries (i.e., the names and contacts of people/organizations that are external to your contact center) that appear in the directory of the Agent Desktop application. As noted in the Static Entries section, these entries are usually the people/organizations that the agents of your contact center may need to call (e.g., for consultation purposes).

Static entries are limited at the team level, not the user level. You can limit the static entries visible to a Team that contains one or more users, but you cannot limit the static entries visible to a single user.

Step 1: Update team information.

• Go to the Configuration panel on the left-hand side of the Agent Desktop application.
• Navigate to Users & Teams and click Teams.
• Select a Team Name from the list shown.
• From the Properties tab, locate the property Directory Static Entries. There are two options: All or Selected. This is where you limit the directory static entries visible to a team. All allows the team users to view all static entries in the directory. Selected sets the specific static entries that are visible to the team.

Step 2: Edit selected static entries.

• To limit which static entries are visible to the team, choose Selected and click edit.
• On the left-hand panel, Not Selected, click a Directory Group to highlight it, and use the arrow controls to move the desired directory group to the right-hand panel, Selected.

The >> and << controls move all items left or right, whereas the > and < controls move a single item left or right.

In the example image shown, the properties for a team called Maintenance Renewal are being modified. Two directory groups, Accounting and Banking, have been moved to Selected. After hitting OK, the members of that team will be able to see only Accounting and Banking static entries when they browse the directory on their Agent Desktop application.

As shown, the Maintenance Renewal team's properties now indicates the directory static entries that are visible to the team. From the Agent Desktop application, members of the Maintenance Renewal team can view only Accounting and Banking groups in the directory.

Special Numbers

Special numbers are the PCI-compliant numbers of people/organizations that are external to your contact center. Unlike static entries, these numbers are stored in the directory of the Agent Desktop application, but they are not shown to agents at all. Special numbers are activated for external IVRs when a special number matches the number dialed by an agent after any prefix-manipulation by dial-outs is done and any special prefixes (e.g., suppress ANI) are removed.

Special Numbers Screen Properties

The Special Numbers screen properties are described as follows.

Name

Name is the name of the special number. This field is mandatory.

Number

Number is the phone number without any dial-out prefixes or billing codes. This field is mandatory.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the IVR menu when the agent is on a conference call.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call.

Scenario Entries Overview

The logic of automated interaction processing is defined in scenarios. Execution of a scenario with respect to a specific interaction is triggered by an interaction arrival at a specific access point (e.g., a phone number in the case of inbound calls, or a web page in the case of web chats). The logical entities that associate specific scenarios with access points are called scenario entries.

Dial-in

The logic of processing a phone call is initially determined by the phone number to which this call is delivered. Call arrival activates a scenario associated with that number. The scenario controls all further steps of call qualification and distribution until the moment when the call is answered by an agent (or sometimes self-serviced). The logical entity that describes the association between a phone number and a call-processing scenario is called a dial-in scenario entry.

To set up and manage such associations, select the Dial-in option from the Scenario Entries menu.

Dial-in Scenario Entries Screen Properties

The Dial-in Scenario Entries screen properties are described as follows.

Name

Name is the name of the dial-in scenario entry. This field is mandatory and must be unique within the contact center.

Scenario

Scenario is the Voice scenario that will process calls arriving at the phone numbers defined in this dial-in scenario entry (see below).

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

• Choose from service to use HOPs of the services associated with interactions processed by the given scenario.
• Choose select to select one of the preconfigured HOPs.
• Choose specify to define a new HOP specifically for this scenario entry.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

• If you use options select or specify to define HOP for this scenario entry, all possible HOP checks within this scenario will use the HOP defined for this entry. Any HOPs specified for any services within this scenario will be disregarded.

• If you use option from service, the HOP check will use the HOP of the service that is associated with the interaction at the time when the check is performed. By default, this is the Service configured for this scenario entry (see above). However, if the service is redefined within the scenario, a subsequent HOP check will use the HOP of that new service.

• If you (1) use option from service, (2) do not have any Service configured for this scenario entry, and (3) use an HOP check before any explicit service assignment within the scenario, all incoming interactions will be treated as if they arrived outside of the service hours.

• This HOP setting only specifies when the services provided via this scenario entry are open/closed. In order to complete the HOP configuration, you need to define the following additional elements in the assigned scenario:
  • Checking whether interactions arrive within or outside the HOP. Use the If scenario block for this purpose with the following condition: "The current date and time" "is not" "scenario default hours of operation".
  • Specifying the action to be applied to interactions if the above condition is met (e.g., play an announcement and exit or offer voicemail).

Internal numbers

Internal numbers are the numbers associated with this scenario. Although service calls normally arrive at external access numbers, you can also set up an internal number to enable agents to transfer calls to this scenario entry. Once assigned, a number cannot be associated with any other scenarios.

Specification of an internal number for a dial-in scenario entry is optional. Note, however, that if you specify an entry without an internal number, it will not be displayed in the Dial-in Scenario Entries list. You will be able to see such an entry point in the list of external access numbers only.

External numbers

These are the external access numbers associated with the scenario. Select the desired number from the drop-down list. If the number is already assigned to another scenario or to an extension number, the drop down list will provide this information. Once assigned, a number cannot be associated with any other scenarios.

Note that the system allows you to define more than one access number within the same scenario entry point. This may be useful, for example, if you intend to provide your customers with a choice of numbers depending on where they call from, while otherwise applying exactly the same processing logic to all such calls.

Requested skills

Requested skills are the auxiliary skills that the agents must possess in order to handle calls arriving via this scenario entry. By defining such skills externally, you can use the same scenario in multiple scenario entries that differ only in auxiliary skills. For example, for your technical support service, you can have separate numbers for Product A support and Product B support, where Product A and B are defined as two different auxiliary skills defined for two different scenario entries associated with the same scenario.

Mute IVR toward agent when conferenced

Select this checkbox if you do not wish the agent to hear IVR prompts when on a conference call with a customer and an IVR. This setting can be used if a conferenced IVR contains prompts confirming sensitive data (e.g., credit card information) received from the customer.

Mute DTMF toward agent when conferenced

Select this checkbox if you do not wish the agent to hear the dual tone multi frequency (DTMF) touchtones when the agent is on a conference call. This setting can be used if a conferenced IVR expects the customer to enter sensitive data (e.g., credit card information) using the DTMF keys of their phones.

Queuing priority

Queuing priority refers to the queuing priority of interactions arriving through the scenario entry. Priority determines how fast these interactions will move through the queue relative to interactions arriving through other scenario entries when they compete for the same agents. The value range for priority setting is from 1 to 100. Decimals are permitted.

Consider the following examples:

• Your platinum-level customers are served by the same agents as all other customers, but you may give them a different number to call the same service. In this case, you may define two different entries for the same scenario with a higher queuing priority for the platinum customers.
• You want to make sure that customer calls internally transferred via queue are answered as soon as possible. In this case, you may define a separate entry for internally transferred calls with a higher priority.

For more information and examples of how priority works, see section Set Priority of the Scenario Builder Reference Guide.

Visible to agents

Visible to agents provides indication of whether this scenario entry shall appear in the Agent Desktop directory. Select the checkbox if you want your agents to be able to make blind transfers to service queues via this scenario entry.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. You can select an existing folder or define a new one.

Scenario parameters

Bright Pattern Contact Center scenario language has a number of variables that can be set to different values depending on the scenario entry where this scenario is used. If such variables are present in the scenario selected for this entry, they will appear under this option and can be set to the values specific to the given scenario entry. Use of such externally defined variables enables you to have fewer scenarios because they can be re-used for various scenario entries. For more information, see the description of variable $(app.custom.XXX) and voice segment type Voice, from parameter in the Scenario Builder Reference Guide.

Messaging/Chat

Messaging/Chat scenario entries are used to associate scenarios with contacts requested via mobile and web applications.

To set up and manage such associations, select the Messaging/Chat option from the Scenario Entries menu.

Messaging/Chat Scenario Entries Screen Properties

The Messaging/Chat Scenario Entries screen properties are described as follows.

Name

Name is the name of this messaging/chat scenario entry. This field is mandatory and must be unique within the contact center.

Unique identifier

The Unique identifier is generated by the system for this scenario entry. This identifier must be used as Application ID in the mobile and/or web applications that will connect to your contact center via this scenario entry. For more information, see section General Information of the Bright Pattern Mobile/Web API Specification.

Scenario

Scenario is the Chat scenario that will process chat requests arriving via this entry point.

Service

This is the service associated with this scenario entry. Entering a service is optional. See the corresponding description for the Dial-in scenario entries for more information.

Default service for voice callback

Select the voice service to be used when a customer requests a voice callback during a mobile or web chat interaction. The Default service for voice callback drop-down menu displays the voice services that have been added to Services & Campaigns.

Hours of Operation

Hours of Operation (HOP) refers to the schedule for this scenario entry point. This field is optional. See the corresponding description for the Dial-in scenario entries for more information.

Web HTML snippet

Web HTML snippet provides access to the web elements of the chat application that customers will use to access your contact center via the given scenario entry.

You can either use an out-of-the-box chat application hosted by your service provider, or you can create your own application.

To use the out-of-the-box application, click the HTML snippet button, copy the HTML snippet code, and embed it into your web page(s). Normally, it is not necessary to change the default client web server hostname. You will do so only if instructed by your service provider.

To create your own application, click the Client application button. A zip file with the code of the out-of-the-box application (see above) will be downloaded to your computer. You can modify this code to match the look and feel of your company website, and implement additional application functionality using the Mobile/Web API.

Requested skills

Requested skills are the auxiliary skills that the agents must possess in order to handle chats arriving through this scenario entry. This field is optional. See the corresponding description for the Dial-in scenario entries for more information.

Parameter expected

A parameter expected is the parameter that may be expected by the scenario in session requests coming from the mobile applications (e.g., customer’s name). Such parameters are optional. They may be used, for example, to look for the most qualified agents to handle the requested chat sessions and/or to display user information for the agents. For more information, see section Expected parameters of the Mobile/Web API Specification.

To define a new parameter, click add, select the parameter type, and specify its name. To edit or remove existing parameters, hover over their names.

SMS/MMS access numbers

Bright Pattern Contact Center enables customers to request and carry on chat conversations via SMS or multimedia messaging service (MMS). Such chat requests are initially made to a dedicated access number. Subsequent treatment of such requests, including routing, Agent Desktop, and reporting, is no different from the processing of regular chat sessions.

Use this setting to specify the number that the customers will use to initiate such SMS/MMS chat conversations. Note that this must be an enabled access number assigned to you by the service provider and dedicated to SMS/MMS communications (i.e., an access number that appears in the [number]/SMS/MMS format in the Access Numbers list view).

You can assign more than one access number to one scenario entry, but the same number cannot be assigned to multiple entries.

Messenger Accounts

Agents can participate in live chats initiated from a customer’s messenger account (e.g., Facebook Messenger, LINE, Telegram, Viber, etc.). Messenger integration accounts that are configured for your call center can be selected from the Messenger accounts drop-down menu. To add a messenger account to your Messaging/Chat scenario entry, click add and select the desired account.

Bot / Chat suggestions engine

Our system integrates with chat bots to provide meaningful suggestions to an agent during chat session, as well as bot functionality for customers to complete self-service tasks without the assistance of a live agent. From the Bot / Chat suggestions engine drop-down menu, you can select one bot / chat suggestion engine integration account as a suggestion engine per service. One such integration account can be selected as chat bot on the chat service launch point. The default engine is None.

Connect agent by phone automatically

Any mobile application contact is initially presented to the agent as a chat request. However, if the mobile application transmits the customer’s mobile phone number, this number will be displayed at the Agent Desktop, and the agent can call the number to establish a voice call with the customer. Select the Connect agent by phone automatically checkbox if you wish for such voice calls to be initiated automatically whenever the phone number is available.

Connect after delay of

If you selected the Connect agent by phone automatically checkbox, you can define how quickly the automated call to the customer mobile number will be initiated. A slight delay may be desirable if, for example, the agent needs some time to review information that comes with the original request.

Queuing priority

Queuing priority is the priority of interactions arriving through this scenario entry. This field is optional. See the corresponding description for the Dial-in scenario entries for more information.

Chat nick for system messages

Chat nick for system messages is the name that will be displayed to the customers when they get automated chat responses through this scenario entry (e.g., during an initial data collection stage). By default, this is the name of your contact center (tenant name) that is defined at the service provider level.

How long an agent could wait for reply before chat times out

This is the amount of time (in minutes) that an agent could wait for a reply before the chat interaction expires. It can be redefined for each Messaging/Chat scenario entry separately.

This setting overrides the Customer Inactivity Timeout setting.

How long a client browser may stay unresponsive before chat times out

This is the amount of time (in minutes) that the client's browser may stay unresponsive before the chat interaction expires.

Visible to agents

Visible to agents indicates whether this scenario entry shall appear in the Agent Desktop directory. See the corresponding description for the Dial-in scenario entries for more information.

Checking this box enables agents to transfer chats to another chat directory. In order to be able to transfer chats to another chat scenario, the Messaging/Chat scenario entry must be updated to be visible to agents and have a directory that is named for the transfer. For more information on how agents transfer chats, see the Agent Guide, section How to Transfer Your Chat Session.

Directory folder

Directory folder is the folder of the Agent Desktop directory where this scenario entry will appear if enabled by the previous option. See the corresponding description for the Dial-in scenario entries for more information.

Scenario parameters

Scenario parameters are optional. See the corresponding description for the Dial-in scenario entries for more information.

Chat session icon

The chat session icon appears in the customer-facing chat window during active chat sessions. You have the option of uploading an icon (e.g., logo, photo, etc.) on a system-wide level, which will be seen in chat windows for all customers interacting with agents in your tenant. If uploaded, this icon overrides photos that agents have uploaded to their User Profile in the Agent Desktop application, which are normally seen by customers in their active chat windows.

Leaving this field empty or removing a chat session icon allows chat windows to display the photo that an agent has uploaded to his or her User Profile (if available).

For example, agent Christy Borden has uploaded a photo to her User Profile, as shown. The agent's uploaded photo appears in the customer's active chat window.

Uploading a chat session icon causes the agent's photo in the chat window to be replaced by the icon that you uploaded. Note that you must click Apply to save your changes. Also note that the chat session icon that you upload does not override agents' User Profile photos--only the display photos shown in active chat windows.

In all new chat interactions, the customer's chat window will display the chat session icon that you have uploaded. In addition, web notifications that pop on agent replies when the visitor's browser window with chat is minimized, or overlapped by other windows, will also contain the chat session icon for all agents. Note that web notifications are not supported for Internet Explorer 11 (IE11).

Co-browsing

During a web chat, co-browsing functionality allows the agent to view the customer’s screen and follow the customer’s scrolling movements. Co-browsing is initiated during the chat by the customer--not the agent--and screen sharing ends when either the customer clicks the Co-browsing button or when the chat is terminated.

Co-browsing is configured in the code (see section HTML Snippet above) of the chat application that customers will use to access your contact center. To allow and configure co-browsing for your web chats, you must have system access to either your tenant’s HTML snippet code and/or your organization’s web page itself.

How to Enable Co-browsing

1. In Contact Center Administrator, navigate to Scenario Entries > Messaging/Chat.
   
   
2. Select the desired chat scenario entry.
   
   
3. In the Properties pane, click the HTML snippet button, and copy all of the code to your clipboard.
   
   
   

   HTML Snippet
   
   
   
4. Paste the copied HTML into a text editing application (e.g., Notepad++) to edit it.
   
   
5. In the HTML, make two changes:
   
   
   1. Insert a comma AFTER chatPath: 'https://five.brightpattern.com/clientweb/chat-client-v4/'
      
      
   2. Hit Return and insert the following: togetherJS_enabled : true,
      
      
      
      
      
      
6. Copy all and paste the edited HTML onto your web page. This embeds the chat application into your webpage.
   
   
7. Publish the webpage and refresh any active chats.

How Co-browsing Works

This additional code (togetherJS_enabled : true,) causes the chat application to display the Co-browsing button to customers during active chats. When the customer clicks the Co-browsing button, a request is sent to the agent in the chat message.

When the agent accepts the request, the customer’s screen appears on the agent’s screen. The agent can follow the customer’s scrolling movements and view the customer’s screen only.

A hand icon, along with the label “Viewer”, is displayed on the customer’s screen to indicate that an agent is currently viewing the screen in Co-browsing mode. Similarly, the agent will see a circle icon that indicates the agent is viewing the customer’s screen.

Co-browsing is turned off when the customer clicks the Co-browsing button again on the active chat window.

Chat widget

The chat widget provides access to the web elements of the chat application that customers will use to access your contact center via the given scenario entry. The chat widget may be customized for color, size, fonts, font size, display elements, and more.

To edit the chat widget, click customize. The Chat Widget Configuration window will open. For more information, see the Chat Widget Configuration Guide.

Chat transcript template

The chat transcript template allows you to configure an email template for the purpose of sending chat/messaging transcripts. Note that this chat transcript template is specific to the given Messaging/Chat Scenario Entry; if the template is not defined, the template defined at the system level will be used.

In order for transcripts to be emailed, you will need the following:

• A configured SMTP server - In order for the system to automatically send emails, you will need complete SMTP Configuration.
• A configured pre-chat form with an email field - Transcripts are emailed to the address(es) specified in fields containing the variable $(item.email) when the session ends.
• A chat scenario containing $(item.sendTranscript) - In the corresponding chat scenario, you must include a Set Variable scenario block with the variable $(item.sendTranscript); the value must be set to 1 in order for the transcript to send.

When configuring the settings in this section, you will need the following:

• A sender display name
• A sender email address
• The chat transcript variable - When configuring the template message, you must include the variable $(CHAT_TRANSCRIPT). This variable inserts the transcript into the message.

Web Callback

Web Callback scenario entries are used to associate scenarios with services used to provide callbacks requested by customers via mobile and web applications.

To set up and manage such associations, select the Web Callback option from the Scenario Entries menu.

Web Callback Scenario Entries Screen Properties

The Web Callback Scenario Entries screen properties are described as follows.

Name

Name is the name of the web callback scenario entry. This field is mandatory and must be unique within the contact center.

Unique identifier

The Unique identifier is generated by the system for this scenario entry. This identifier must be used as Application ID in the mobile and/or web applications that will connect to your contact center via this scenario entry. For more information, see section General Information of the Bright Pattern Mobile/Web API Specification.

Scenario

Scenario is the Chat scenario that will process chat interactions in which the customer requests a web callback.

Service

Service refers to the service associated with the dial-in scenario entry. Such direct association between telephone number and a service can be used when your access numbers directly identify your services.

Even if you use one access number for many different services (i.e., use an interactive voice script within the associated scenario for service selection), you may still assign a default service directly to the access number in order to account for the calls abandoned before service selection and for the calls that bypass the service selection stage (e.g., someone is unable to use the keypad to enter service selection choice, or someone is confused about which option to choose).

Default service for voice callback

The default service for voice callback is the voice service to be used to provide a callback to the customer.

Show chat window

It is possible to view the chat interaction while a web callback is taking place. Select this checkbox to show the chat window during web callbacks.

Hours of Operation

Hours of operation (HOP) is a schedule that defines service hours for each day of the year.

• Choose from service to use HOPs of the services associated with interactions processed by the given scenario.
• Choose select to select one of the preconfigured HOPs.
• Choose specify to define a new HOP specifically for this scenario entry.

Unless you create an entry point for a 24/7 operation, the scenario that you have specified in the Scenario property above must define processing of interaction arriving at this entry outside as well as within the specified hours of operation. That is, the scenario should normally begin with an If block that has the condition The current date and time is (or is not) in hours of operation. For more information, see the example provided in the Scenario Builder Reference Guide.

HOPs can also be specified at the service level.

Note the following:

• If you use options select or specify to define HOP for this scenario entry, all possible HOP checks within this scenario will use the HOP defined for this entry. Any HOPs specified for any services within this scenario will be disregarded.
• If you use option from service, the HOP check will use the HOP of the service that is associated with the interaction at the time when the check is performed. By default, this is the Service configured for this scenario entry (see above). However, if the service is redefined within the scenario, a subsequent HOP check will use the HOP of that new service.
• If you (1) use option from service, (2) do not have any Service configured for this scenario entry, and (3) use an HOP check before any explicit service assignment within the scenario, all incoming interactions will be treated as if they arrived outside of the service hours.

Form fields

Customers who request a web callback will provide information (e.g., name, phone number, email, etc.) to the agent by typing into form fields. To add a new form field and/or change the field's label, click add. You will be prompted to select the type of form field and to enter label text for the form field.

Web HTML snippet

The Web HTML snippet provides access to the web elements of the chat application that customers will use to access your contact center via the given scenario entry.

To use the out-of-the-box application, click the HTML snippet button, copy the HTML snippet code, and embed it into your web page(s). Normally, it is not necessary to change the default client web server hostname. You will do so only if instructed by your service provider.

Email

The logic of processing of an inbound email interaction is initially determined by the email address that was used by the email sender. In the simplest case, such email addresses can correspond to your email services (e.g., your sales@company-name.com and support@company-name.com may be associated with your Sales and Support services, respectively). In a more complex configuration, you may want to apply some keyword-based analysis of email texts to associated emails with appropriate services (e.g., an email coming to support@company-name.com can be further categorized into Smartphone Support and Tablet Support services based on the presence of the words phone and tablet in the text of email messages).

The logical entity that describes association between email addresses and keywords on the one hand and email services on the other hand is called email scenario entry. Unlike the other types of scenario entries, the email entries do not currently refer to any actual scenarios. All information required for association of incoming emails with services in the current release is contained in the configuration settings of the email entries themselves.

Note that before you configure an email scenario entry, you should set up a corresponding email service. If you plan any keyword-based categorization, it may also be easier to define upfront all of the known services to which the emails arriving via this entry may be attributed. Once the email entry is set up according to your initial needs, you can add more services and update the categorization rules at any time.

Note: Bright Pattern Contact Center stores all processed emails for activity history, reporting, and quality management purposes. These storage practices may not coincide with the general email retention policies of your organization. For compliance with such general retention policies, we recommend that you always store copies of all emails received to and sent from the email addresses used for email scenario entries.

Email scenario entries are managed in the Contact Center Administrator application. To set up and manage email scenario entries, navigate to Configuration > Scenario Entries > Email.

Note: This option is visible and available to you only if the email management capability is enabled for your contact center at the service provider level.

If you have no email scenario entries set up, create them by clicking the "+" button. Once you have added an email scenario entry, screen properties will be visible on the right-hand pane of the screen.

Screen Properties

The screen properties for email scenario entries are organized into three tabs: Account, Services, and Case Fields. The settings for each tab are described as follows.

Account tab

Email address

Email address is the address that customers will use to send emails to a specific service or a range of services. This address will also appear in the From: field of corresponding email replies as well as any outbound emails related to services associated with this scenario entry. This parameter is mandatory.

Display name

Display name is the name that will be shown for the email address that customers will use to send emails to a specific service or a range of services (e.g., "Bright Pattern Support" is a display name for "support@brightpattern.com"). This parameter is mandatory.

Server type

Server type defines what protocols are used to send and retrieve email messages. The POP3/SMTP protocol is supported, as is the Microsoft Exchange Web Services protocol.

The pull-down menu provides two options: POP3/SMTP and Microsoft exchange. The email settings that follow are dependent on the server type that you select.

Microsoft Exchange email retrieval and email sending is supported as of Bright Pattern Contact Center version 3.15. The protocol works for users who have on-premise Microsoft Exchange 2013 accounts with only the Exchange Web Services protocol available (i.e., for users who without POP3), as well as for users who plan to move to an Outlook365 managed service. The protocol works with Exchange 2013, Outlook.com, and Hotmail.com managed services.

POP3 Properties

Selecting server type POP3/SMTP will bring up the following properties for Incoming Mail and Outgoing Mail.

Incoming Mail

Server type

Server type is the type of server used for the transmission of email messages to the email address. It is read-only. The POP3 protocol is supported.

Host

Host is the name of the host where the server is run. This parameter is mandatory.

Connection security

Connection security provides indication of whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

• For a nonsecure connection, select none.
• To negotiate encryption in a plain connection, select negotiate encryption in a plain connection (STARTTLS).
• For an immediate secure connection, select use an encrypted connection (TLS/SSL v3).

Port

Port is the port assigned to the server on the host. This parameter is mandatory.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Retrieval interval

Retrieval interval is the mail retrieval period. By default, the account is checked for the presence of new mail every 15 seconds. Some POP3 mail servers may be configured to lock out accounts that access mailboxes at this rate due to excessive activity. If this is the case, use this Incoming Mail, Retrieval interval parameter to increase the retrieval period to any value between 15 and 86400 seconds.

Enabled

Enabled indicates whether the account is currently enabled. Accounts can be disabled manually or automatically, as described. Accounts can only be enabled manually.

After incoming emails have been retrieved for processing, Bright Pattern Contact Center normally deletes those emails from the mailbox. However, if the POP3 server is configured for read-only access, the emails will stay in the mailbox and will be retrieved repeatedly until the system runs out of disk space. To prevent this from happening, the system will automatically disable the email account if an attempt to delete incoming mail returns an error from the POP3 server.

If an account is disabled, you should check the Last error message. If the message indicates that the account has been disabled for the aforementioned reason, reconfigure your POP3 server for full access, and enable the account manually.

Last error

In case the account has been disabled automatically (see above), the Last error parameter displays the error message that caused the system to disable the account. This parameter is read-only.

Test

The Test button is used to verify the correctness of your connection settings.

Outgoing Mail

Server type

Server type defines what protocols are used to send and retrieve email messages. It is read-only. The SMTP protocol is supported.

Host

Host is the name of the host where the server is run. This parameter is mandatory.

Connection security

Connection security provides indication of whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

• For a nonsecure connection, select none.
• To negotiate encryption in a plain connection, select negotiate encryption in a plain connection (STARTTLS).
• For an immediate secure connection, select use an encrypted connection (TLS/SSL v3).

Port

Port is the port assigned to the server on the host. This parameter is mandatory.

Server requires authentication

Selecting the Server requires authentication checkbox forces the user to enter a username and password for email client authentication. If you do not select the checkbox, a username and password will not be necessary.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Test

The Test button is used to verify the correctness of your connection settings.

Microsoft Web Exchange Service Properties

Selecting server type Microsoft exchange will bring up the following properties for Incoming Mail and Outgoing Mail.

EWS URL

EWS URL is the Exchange Web Service URL from which the email will be retrieved.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Retrieval interval

Retrieval interval is the mail retrieval period. By default, the account is checked for the presence of new mail every 15 seconds. Some mail servers may be configured to lock out accounts that access mailboxes at this rate due to excessive activity. If this is the case, use this Incoming Mail, Retrieval interval parameter to increase the retrieval period to any value between 15 and 86400 seconds.

Enabled

Enabled indicates whether the account is currently enabled. Accounts can be disabled manually or automatically, as described. Accounts can only be enabled manually.

After incoming emails have been retrieved for processing, Bright Pattern Contact Center normally deletes those emails from the mailbox. However, if the Microsoft Web Exchange Service server is configured for read-only access, the emails will stay in the mailbox and will be retrieved repeatedly until the system runs out of disk space. To prevent this from happening, the system will automatically disable the email account if an attempt to delete incoming mail returns an error from the Microsoft Web Exchange Service server.

If an account is disabled, you should check the Last error message. If the message indicates that the account has been disabled for the aforementioned reason, reconfigure your Microsoft Web Exchange Service server for full access, and enable the account manually.

Last error

In case the account has been disabled automatically (see above), the Last error parameter displays the error message that caused the system to disable the account. This parameter is read-only.

Services tab

The Services tab presents settings related to email services.

Default service

Default service is the email service that will be associated with emails arriving via this entry if categorization rules are not set or do not provide any keyword matches. This parameter is mandatory.

Default priority

Default priority is the queueing priority that will be given to emails attributed to the default service. Priority determines the position of the email interaction requesting the default service in the queue, relative to email interactions associated with other services that are competing for the same agents.

The value range is from 1 (the lowest and the default value) to 100. Unlike other media types, the priority of email is absolute (i.e., an email with a higher priority always will be distributed to a qualified resource before emails with lower priority regardless of the time any of those emails spent in the queue).

Customer reply priority

Customer reply priority is the queuing priority of customer emails related to existing email threads.

The system automatically checks whether an incoming email may be part of an existing email thread (e.g., after receiving a reply to an original email request, the customer may have additional questions). Such emails bypass the keyword-based analysis. Instead, they are automatically attributed to the same service as the original request. This parameter allows you to distribute such emails with a higher priority than any new email requests.

For more information about email priority, see the description of the Default priority setting.

Ignore Reply-To Header

The Ignore Reply-To Header checkbox, when selected, allows the system to ignore the header in the reply-to field of an email. When this setting is checked, the behavior is as follows:

• The From field is used for identification.
• The From field is used for agent replies.
• The Return-Path header is used for auto-replies.

If this setting is unchecked, the behavior is as follows:

• If a reply-to header is present, it is used for identification, agent replies, and auto-replies.
• If a reply-to header is missing, the behavior is the same as if the Ignore Reply-To Header box is checked.

Set Language Skill Based on Detected Language

The Set Language Skill Based on Detected Language checkbox, when selected, allows the following:

• Emails with undetected languages will be sent to the default email service regardless of keyword matches.
• If the detected language of an email is not in the call center's list of configured languages, the email will be sent to the default email service, regardless of keyword matches.

Optional Filters

Optional Filters is where you add the list of filters that will be used to assign emails arriving at the given email scenario entry to different services using keyword-based analysis of the email subjects and body text.

To add a filter, click add.

Filters are checked for possible keyword matches in the order in which they appear on the list. As soon as a match is found, the corresponding service and priority are assigned to the email interaction. Note that this order may be affected by the language setting of the filter. See the description of the Language setting for more details.

Newly created filters will appear at the end of the list. To change the position of a filter in the list, drag it to the desired location.

To edit or remove an existing filter, hover over it and select the desired function.

Language

The Language setting is where you select the language in which the keywords of the given filter will be written. This setting only matters if the filter’s keywords may have different meanings in different languages. Otherwise, leave this parameter set to the default value <Any>. The list of languages here is limited to the configured Language Skills that are auto-detectable.

Initially, the system will try to detect the language of the email text automatically. If the language is not identified, only the filters set to Any will be checked for keyword matches. If the language is identified, the system will first check the filters set to Any and then check the filters set to the detected language.

Keywords

Keywords are the keyword expressions that you specify. Each keyword/phrase in the expression must be set in quotation marks. Logical expressions can include logical operators AND, OR, XOR, NOT, and parentheses (e.g., “connection loss” AND (“router” OR “modem”)).

Service and Priority

The Service is the email service that will be associated with email interactions matching this filter.

The Priority is the priority that will be assigned to email interactions matching the filter. For more information about email priority, see the description of the Default priority setting.

Natural Language Understanding

Our contact center solution integrates with IBM Watson to provide Natural Language Understanding (NLU) functionality and sentiment analysis capabilities to your tenant on a per-service basis. To enable NLU for email scenario entries, select the applicable integration account from the Natural Language Understanding drop-down menu.

Integration account

The default integration account is < < None > >. If no integration accounts are listed, that means no integration accounts of the type "Natural Language Understanding" have been configured for your tenant. To add an integration account, see section Integration Accounts of the Contact Center Administrator Guide.

Salesforce.com synchronization

The Agent Desktop application can be integrated with Salesforce.com (SFDC) for email routing and reporting.

Agent Desktop is used for handling emails, and Salesforce.com (SFDC) is used for handling screen pop. Note that SFDC licenses are required. Bright Pattern and SFDC are integrated on both a server and a client side.

Bright Pattern Contact Center can be integrated with SFDC for email handling in the following manner:

• Bright Pattern Contact Center receives incoming emails and routes them to agents.
• Email replies are drafted in Agent Desktop and sent directly.
• The cases and emails are synchronized to SFDC as cases and emails in Activity history, and they are linked to an agent (user) and a contact.
• The first email routed in such a way results in a screen pop of the customer/contact record in SFDC.
• Agent Desktop will also display the contact and activity history (if contact feature is used).
• Each subsequent email results in a screen pop of the SFDC case.
• Bright Pattern Contact Center would retain all of the routing control and reporting data. Switching between two screens (Agent Desktop and SFDC) is required.

Note that Bright Pattern and SFDC need to be integrated on both the server and client side. For more information on SFDC integration, see the Salesforce.com Integration Guide.

Integration account

The default integration account is < < None > >. If no integration accounts are listed, that means no integration accounts of the type "Salesforce.com" have been configured for your tenant. To add an integration account, see section Integration Accounts of the Contact Center Administrator Guide.

Case Fields Tab

You may utilize custom case fields when configuring email to pull data from email subject line and body; these custom case fields then can be used in custom reporting fields.

Parse email Subject into case fields

To create case fields from the text in an email subject line, you will need to first configure a regex expression. Once this has been configured, name the configured expression in the case field field.

Parse email Body into case fields

To create case fields from the text in an email body, enter in words or phrases your customers use at the beginning of sentences in the Line starting with field. Once configured, name the field in case field.

Scenarios Overview

Scenarios define the logic of automated interaction processing in your contact center. Execution of a scenario with respect to a specific interaction is triggered by a particular event, such as the arrival of a call at a specific access number or the initiation of a chat session from a specific web page; these scenarios are executed by the Scenario Engine.

Scenarios can perform many different automated actions. For example, with respect to an inbound call, scenarios can collect additional information via Interactive Voice Response (IVR), identify the requested service, and distribute the call to one of the qualified and available contact center agents. Additionally, should a scenario failover occur (i.e., a Scenario Engine fails while processing a Voice scenario), the scenario will be transferred to a backup Scenario Engine; this will restart the scenario from the last executed block and prevent active, connected calls from being disconnected.

The list in the left pane of the scenario view displays the existing voice scenarios. If a scenario is being edited by someone else at the moment, the name of the editor will appear in the Currently Edited By column.

For further information, see Scenario Builder Overview in the Scenario Builder Reference Guide.

How to Create, Edit, and Delete Scenarios

To create a scenario:

1. First select the media type of the interactions that this scenario will process (voice or chat).
2. In the scenario list view, click the Add scenario button at the bottom of the list.

To edit a selected scenario:

1. Click the Edit scenario button at the bottom of the list.

To delete a scenario:

1. Click the Delete scenario button at the bottom of the list.

Clicking either the Add scenario button or the Edit scenario button will open the Scenario Builder application in a new browser window or tab. The Scenario Builder application includes all the control elements that may be used in automated interaction processing.

How to Use Scenario Templates

Bright Pattern Contact Center provides a number of scenario templates for some standard functions, such as virtual queue and compliant telemarketing calls. Depending on the type of scenario your are working on, it may be easier to select a corresponding template and customize it to the requirements of your contact center, as opposed to creating a scenario from scratch.

To create a scenario using a template:

1. Click the Add from template button, which will open the Select template window.

The Select template window will offer a drop-down menu with the following templates from which to choose:

• Auto-Attendant
• Campaign Return Calls
• External Agent Dial-in
• IVR Campaign
• Inbound Service
• Predictive Telemarketing Campaign
• Right Party Connect Campaign
• Salesforce Integration Example
• Virtual Queue (Callback)
• Voice Prompt Recording
• Voice Signature

These templates are described in section Voice of this guide.

Select the desired template, modify the content as needed, and save it as your new scenario.

How to Export and Import Scenarios

To export a scenario:

1. First, select the media type of the scenario you will export (i.e., voice or chat).
2. In the scenario list view, select/highlight the name of the scenario you wish to export.
3. After selecting the desired scenario, click the Export scenario button. Note that the file will download as soon as you select this button.
4. The exported file will be in .ZIP format.

To import a scenario:

1. Before importing a scenario, note that the file should be in .ZIP format (i.e., the same format as an exported scenario).
2. Select the media type of the scenario you will import (i.e., voice or chat).
3. In the scenario list view, click the Import scenario button, which will open the Import Scenario window.
4. In the Scenario name field, enter the name you would like to give the imported scenario.
5. In the Import from field, click the Browse button to find and select the file you would like to import.
6. After naming and selecting the file, click the Import scenario button.

Voice

To create or edit voice scenarios, select the Voice option from the Scenarios menu.

You can use the right pane of the Scenarios > Voice view to manage associations of voice scenarios with access numbers (i.e., to create and edit dial-in scenario entries).

Screen Properties

The Voice screen properties are organized into two tabs: Scenario Entries and Associations. They are described as follows.

Scenario Entries tab

List of dial-in scenario entries

This is a list of the dial-in scenario entries where the selected scenario is used.

Note that if a scenario is associated with more than one number within the same entry, only one number will be displayed in the list. If both external and internal access numbers are associated with a scenario within the same entry, the internal number will be displayed. To see the full set of numbers associated with a selected scenario within the same entry, see the entry properties below the list.

Dial-in scenario entry properties

Dial-in scenario entry properties are the properties of the dial-in scenario entry selected in the List of dial-in scenario entries. For a description of these properties, see section Scenario Entries - Dial-in.

You can edit these properties or define a new entry for the selected scenario in this view.

Associations tab

List of associations

List of associations lists all contact resources that are referred to in this scenario, such as skills and services. This may be useful, for example, when you use the same scenarios in several separate environments (e.g., development, staging, and production).

Voice Scenario Templates

The following scenario examples (templates) are available to support the development of voice scenarios:

Auto-Attendant

This scenario fragment connects an incoming call to an extension number that the caller enters via IVR.

Campaign Return Calls

This scenario can be used to process inbound calls that customers make in response to missed campaign calls. The scenario offers an opt-out option to the callers.

Customer Survey

This scenario fragment prompts the customer to evaluate the call that just ended using the standard first call resolution, customer satisfaction, and net promoter score parameters.

External Agent Dial-in

This scenario is started when an agent logs into the system with option Dial-in and keep line open. The scenario collects the info necessary for user authentication and plays a confirmation message.

IVR Campaign

This scenario is started when a call attempt from an automatic (IVR) outbound campaign is answered. The scenario sets a disposition and plays a message to the called party.

Inbound Service

This scenario routes an inbound service call. The scenario checks call arrival time against service hours, offers service selection, routes calls to a qualified agent based on selected service parameters (skills), and performs a screen-pop.

Predictive Telemarketing Campaign

This scenario is started when a call attempt from a predictive outbound campaign is answered. In compliance with the U.S. telemarketing regulations, the scenario attempts to distribute the answered call to an agent within the compliance time (2 seconds). Calls that cannot be answered within the compliance time are routed to an interactive voice response (IVR) script that offers an opt-out option to the called party. Called parties who opt out are added to the internal DNC list.

Right Party Connect Campaign

This scenario is started when a call attempt from a Right Party Connect (RPC) predictive outbound campaign is answered. The scenario verifies whether the person who answers the call is the intended party, and if so, connects this call to an agent. Otherwise, the scenario verifies if the intended party is unavailable or this is a wrong number and sets the corresponding disposition.

Salesforce Integration Example

This scenario returns Salesforce data based on the case number that the caller provides via IVR and provides it as a screen pop to the selected agent.

Virtual Queue (Callback)

This scenario fragment implements the virtual queue function for an inbound/blended service.

Note that this template is designed to support callback numbers of the North American Dialing Plan (NDAP) only.

Voice Prompt Recording

This scenario facilitates over-the-phone recording of a voice message that is stored as a shared voice segment and can be used in other scenarios (e.g., in automatic outbound campaigns). For more information, see section Shared Voice Segments.

Voice Signature

Voice Signature is an example of an IVR script that the agent can conference into a customer call to facilitate collection of customer’s voice signature. For more information, see the description of property Enable voice signature flag in section Services and Campaigns - Properties Tab.

Chat

To create or edit chat scenarios, select the Chat option from the Scenarios menu. This covers Zendesk live chat as well as Salesforce.com chat integrations. Upon selecting Chat, your screen will be updated as shown.

You can use the right pane of the Scenarios > Chat view to manage associations of chat scenarios with web pages (i.e., to create and edit chat scenario entries).

The Chat screen properties are provided in two tabs: Scenario Entries and Associations. The properties for each tab are described as follows.

Scenario Entries tab

List of Messaging/Chat Scenario Entries

This is a list of the Messaging/Chat scenario entries where the selected scenario is used.

Messaging/Chat Scenario Entry Properties

These are the properties of the messaging/chat scenario entry selected in the List of Messaging/Chat scenario entries. For a description of these properties, see section Messaging/Chat.

You can edit these properties or define a new entry for the selected scenario in this view.w.

Associations tab

List of associations

List of associations is a list of all contact resources that are referred to in this scenario, such as skills and services. This may be useful, for example, when you use the same scenarios in several separate environments (e.g., development, testing, and production).

Chat Scenario Templates

A template is a great place to start if you have not already created a chat scenario, or if you need a quick way to create a new scenario.

In the following scenario example, the Mobile Chat template is used to support the development of chat scenarios.

The Mobile Chat scenario can be adjusted to be used for either web or mobile chats. It starts when a customer requests a chat conversation with a contact center. It requests customer data via a web form, and it connects a qualified agent. At the end of the chat session, if offers a survey form to the customer and sends the transcript to the customer.

To use a template, click the Add from template icon at the bottom of the screen. In the pop-up window that appears, select the desired template to use. Click OK. In this example, the selected template is "Mobile Chat."

Clicking OK will launch the Scenario Builder application in a separate browser window or tab (depending on your settings).

Scenario Builder provides a powerful way to customize the sequence of actions in a scenario. This is where you view the template and customize its building blocks (i.e., prompts) to suit your workflow. The Scenario Builder displays all available building blocks (e.g., Find Agent, Send Message, Connect Chat, etc.) in a list on the left-hand panel of the screen. These represent the actions that could occur during an interaction with a customer, and they are dragged and dropped from the Prompts list on the left onto any area on the scenario panel to the right. To remove a block, simply drag it to the left, back onto the Prompts list.

Refer to the Scenario Builder Overview Reference Guide for detailed descriptions of scenario blocks and how to use them.

Workflow Entries

After all interactions are finished, call dispositions and other such actions can start a scenario that automates what happens next. For example, setting a particular disposition for an interaction could trigger the following series of events to happen:

• Send a survey to the customer
• Wait a specified amount of time (e.g., 30 minutes, 1 day, 1 week, etc.)
• Send a follow-up email to the customer.

This series of events is called a workflow, and workflows are launched automatically based on the disposition that triggered it.

Workflows are created in the Contact Center Administrator application and are edited in the Scenario Builder application. Workflow scenarios will handle any necessary follow-ups, depending on the interaction’s disposition type. Such follow-up actions include setting context variables, sending an email, sending a text message, scheduling an event, clearing a scheduled event, and making an external request (or internal API call). Workflows reduce the workload of agents while following up with customers and gathering data in a consistent way.

Workflow Entries Screen Properties

Workflows are added to services as workflow entries. To add a workflow, navigate to Configuration > Workflows and select the + button. A new scenario will open in the Scenario Builder application, where you customize the workflow scenario by dragging and dropping blocks onto your scenario. For more information, see the Scenario Builder Reference Guide, section Scenario Builder Overview.

Name

Every workflow entry needs a name. This field is mandatory.

Service

Service is the name of the service with which the workflow entry should be associated.

Triggers

Triggers are the events that cause a configured workflow to be launched. To add triggers, click add, select the available triggers and their properties, and select the green check mark to apply your changes.

Trigger types include the following:

• Interaction ends with disposition
• Non-final case disposition
• Average sentiment

Interaction ends with disposition

If this trigger is selected, you must select a specific disposition from the drop-down list.

Non-final case disposition

If this trigger is selected, you must select a specific non-final case disposition from the drop-down list.

Average sentiment

If this trigger is selected, you must show the percentage of the average sentiment. This is done by selecting < or > and moving the percentage slider to the complete the following type of example statement: A workflow is triggered if the average sentiment is greater than 0.51.

Variables

This section describes the variables that are used in Bright Pattern Contact Center workflows and scenarios.

Variables are accessed using the common $(varname) format. They can be used in integer and string expressions.

Common Variables

$(user.id)

$(user.id) specifies the agent's ID if the workflow is started due to agent action.

$(user.loginId)

$(user.loginId) specifies the agent's login ID if the workflow is started due to agent action.

$(user.team)

$(user.team) is the name of the team to which the user is assigned.

$(user.firstName)

$(user.firstName) specifies the agent's first name.

$(user.lastName)

$(user.lastName) specifies the agent's last name.

$(item.caseId)

$(item.caseId) specifies the case ID of the interaction, if available.

$(item.caseNumber)

$(item.caseNumber) specifies the case number of the interaction, if available.

$(item.contactId)

$(item.contactId) specifies the contact ID of the customer, if available.

$(item.firstName)

$(item.firstName) specifies the first name of the customer, if available.

$(item.lastName)

$(item.lastName) specifies the last name of the customer, if available.

$(global_interaction_id)

$(global_interaction_id) specifies the Global interaction identifier. This variable is also known as $(item.globalInteractionId).

Note: This variable is available in scenarios.

For Voice

$(LanguageAsked)

$(LanguageAsked) specifies whether the customer asked for a specific language (e.g., "Yes").

$(NPS_raw)

$(NPS_raw) specifies the Net Promoter Score (NPS) value (e.g., "11").

$(contact_satisfaction)

$(contact_satisfaction) specifies the customer's contact satisfaction rating (e.g., "1").

$(destination)

$(destination) specifies the destination for the Connect Call block (e.g., "2042").

$(first_call)

$(first_call) specifies whether this voice interaction is the first placed call (e.g., "1").

$(screenpopData)

$(screenpopData) specifies the list of the screen pop data received or set by interactive voice response (IVR). An actual list of available screen pop data elements depends on the particular IVR and integration.

$(item.ANI)

$(item.ANI) specifies the Automatic Number Identification (ANI), a telephone company service providing a calling party with a number of the calling party. "ANI" is often used instead of “calling party number.”

$(item.DNIS)

$(item.DNIS) specifies the Dialed Number Identification Service (DNIS), a telephone company service providing the called party with a number that was dialed by the calling party. "DNIS" is often used as a shorthand for "called party number."

$(item.cnam)

$(item.cnam) specifies the customer name.

$(item.customerPhone)

$(item.customerPhone) specifies the customer phone number. This variable enables passing customer phone information from scenarios of primary inbound and outbound customer calls to scenarios of the associated consultations and blind transfers.

• In scenarios launched for new incoming calls, its value matches the value of the $(item.from) variable.
• In scenarios launched for new outgoing calls, its value matches the value of the $(item.to) variable.
• In scenarios launched for consult calls and blind transfers, the value of the $(item.customerPhone) is inherited from the scenarios of the associated primary calls.

$(item.from)

$(item.from) specifies the origination address (i.e., phone number or chat user display name). This variable is also known as ANI.

$(item.interactionId)

$(item.interactionId) specifies the interaction identifier.

$(item.media)

$(item.media) specifies the media type (e.g., "voice").

$(outbound_data)

$(outbound_data) contains data from calling lists and is available if the workflow is triggered from outbound campaign.

Services and Campaigns Overview

A service is a logical concept that reflects a specific reason for customers to contact your business, or, in case of outbound campaigns, a specific reason for your business to contact customers. Services play the key role in design of interaction processing logic, evaluation of contact center efficiency, and workforce management.

Note that when you define a new service, a default skill representing this service is created automatically by the system. When you associate the service with an agent team, this default skill can be automatically assigned to all current and future members of the team.

To set up services or campaigns, select the Services & Campaigns option from the root menu.

Types of Services

To create a service, click the Add service button. The following is a list of the service options and brief descriptions of what they do.

Inbound Voice

Inbound Voice services are used for inbound voice services.

Outbound Voice

Outbound Voice services are used for pure outbound campaigns.

Blended Voice

Blended Voice is for when you expect to receive inbound calls that are logically part of your outbound campaign (i.e., when customers who missed your campaign call attempts call back using one of the campaign Caller IDs) and want those inbound calls to be handled by the same agents and in the same way.

Chat

Chat is for chat services.

Marketing

Marketing services utilize email and voice campaigns for managing and gaining business leads.

Email

Email is for email services.

Properties Tab

General service settings are configured in the Properties tab. The settings are listed in alphabetical order and are described as follows.

Common Properties

The following properties are available for all service types except where noted.

Name

Name is the service name. This field is mandatory and must be unique within the contact center.

Because service names are used as names for corresponding default service skills, they should not coincide with names of any auxiliary skills.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Type

Type is the type of service or campaign.

• Inbound Voice is for inbound voice services.
• Outbound Voice is for pure outbound campaigns.
• Blended Voice is for when you expect to receive inbound calls that are logically part of your outbound campaign (i.e., when customers who missed your campaign call attempts call back using one of the campaign Caller IDs) and want those inbound calls to be handled by the same agents and in the same way.
• Chat is for chat services.
• Email is for email services.

If you expect to receive inbound calls that are logically part of your outbound campaign but want these calls to be handled by different agents, you will have to set up two services: an Outbound Voice service for the primary outbound campaign and a Blended Voice service for the inbound calls. Make sure the following conditions are met:

• Both services have the same general outbound settings.
• Both services are associated with the same internal DNC lists.
• The inbound portion of the blended service has disposition Add to DNC.
• The outbound portion of the blended service is permanently enabled.
• The outbound portion of the blended service does not have any calling hours configured.

Note the following:

• Service type Marketing is reserved for future use.
• Chat and email services cannot change their types after it was specified at the time of service creation.
• Outbound SMS functions are supported for voice services.
• Inbound SMS functions are supported for chat services.
• Definition of many service properties will depend on the selected service type.
• Some types of services may have to be enabled by the service provider in order to become available to you.

Client Partition

Reserved for future use.

Outbound email account

Outbound email account is an email-service-specific property that will be used for sending new outbound emails associated with this service. This parameter must be specified if this service will be used to send outbound emails unrelated to existing cases.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Hours of operation

Hours of operation (HOP) are the service hours. Choose select to use one of the pre-configured schedules, and select a schedule from the drop-down list. Note that you can edit the selected schedule by clicking customize.

Choose specify to define a schedule specifically for this service. See section Hours of Operation for information about creating a schedule. Once you have finished defining this new schedule, you can make it available for use in other services by clicking save this HOP as shared.

HOP can be defined for the scenario entry through which interactions access the service. To understand the relationship between these settings, see the description of property Hours of operation of the dial-in scenario entry.

Note also that this HOP setting only specifies when the service is open/closed. In order to complete the HOP configuration, you need to define the following additional elements in the interaction processing scenario associated with this service:

• Checking whether interactions arrive within or outside the HOP. Use the If scenario block for this purpose with the following condition: "The current date and time" "is not" "scenario default hours of operation".
• Specifying the action to be applied to interactions if the above condition is met (e.g., play an announcement and exit or offer voicemail).

Override schedule on selected days

You can override the above permanent service schedule temporarily by selecting the Override schedule on selected days checkbox and defining a temporary schedule for a specified period of time.

Use dispositions

Indicates whether dispositions can be used for this service or campaign. For outbound and blended voice services, the use of dispositions is mandatory.

If the checkbox is selected, you will be able to define service-specific dispositions in the Dispositions tab and the Agent Desktop application will display the disposition selection menu for the interactions associated with this service. Otherwise, the disposition-related elements will be hidden for this service.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Require dispositions

If the use of dispositions is enabled by the previous setting, you can additionally indicate whether disposition selection is mandatory. For outbound and blended voice services, the use of dispositions is mandatory.

If the Require dispositions checkbox is selected, Agent Desktop will force agents to select a disposition for the current interaction before exiting after-call work (ACW). Otherwise, agents will be able to finish interaction handling without selecting any disposition. Note that if ACW timeout is defined, the system will automatically set a blank disposition (i.e., no disposition) after the timeout runs out, even when Require dispositions is set.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Enter After Call Work

Enter After Call Work specifies whether agents should enter the After Call Work state after finishing interactions associated with this service. To apply the setting defined at the contact center level, select system-wide setting.

Note that after-call work (ACW) is mandatory for services with mandatory disposition selection (see the previous setting). For the teams providing services with mandatory disposition selection, it is also recommended not to enforce automatic exit from the After Call Work state or set the timeout for such an exit generously.

Natural Language Understanding

Integration accounts of the Natural Language Understanding (NLU) type that are configured for your system appear in the Natural Language Understanding drop-down list. To enable NLU sentiment analysis to be used during chat interactions, select the desired integration account from the list.

Clicking add/edit will redirect you to Call Center Configuration > Integration Accounts, where you will configure or edit such an integration account.

Note that this property is not available for chat services.

Service-Specific Properties

The following is a list of service properties available per service type.

Voice Properties (Inbound, Outbound, and Blended)

The following properties are available for all voice services except where noted.

Enable voice signature flag

If the Enable voice signature flag checkbox is selected, agents will be able to indicate whether a voice signature has been collected during a particular call associated with this service. The voice signature flag will be stored as part of the call record, and it can be used to facilitate the export of and subsequent search for the corresponding recordings. For more information, see sections Interaction Records Search and Recordings Details Format of the Reporting Reference Guide, .

The voice signature flag can be displayed for agents via the activity form associated with the given service. For more information, see the Form Builder Reference Guide, section Voice Signature System. If the form is not used, the flag will be displayed in the Contact Info Panel of Agent Desktop. For more information, see section How to Collect a Voice Signature of the Agent Guide.

Voice signature collection makes sense only if calls are recorded. Therefore, when you select this checkbox, the Recorded calls parameter of this service (see below) will be automatically set to 100% and become read-only.

To facilitate and ensure compliance of the voice signature collection process, one of the following additional capabilities shall be considered:

• Agents can use prerecorded voice prompts defined as part of the service and made available to them during the corresponding calls. For more information about the prerecorded service prompts, see section Canned Tab.
• Agents can connect an interactive voice response (IVR) application that will play the necessary prompts, pausing after each such prompt, giving the customer a chance to respond. Bright Pattern Contact Center provides a scenario template called Voice Signature, which can be used as an example of such an application. For more information about creating scenarios from templates, see section Scenarios Overview of this guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Perform list lookups on incoming calls

For blended voice campaigns, selecting this checkbox enables the system to identify incoming callers by looking up list data.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Record calls/ Do not record calls

The Record calls checkbox allow you to record a specific service's calls. Note: If call recording is enabled as a global setting, this checkbox option will change to Do not record calls and you can mark this service or campaign to not be recorded

Record IVR call segment

Record IVR call segment indicates whether recordings of calls associated with this service will include recording for the IVR phase of the call. Note that the use of this option should normally be avoided for IVR applications that may process sensitive authentication data such as payment card PIN codes.

Please note: The incorporation of the $(banVoiceRecording) or $(banMonitoring) variables in a voice scenario with an IVR menu will override any recording or monitoring settings you have configured, if selected by a customer. For more information, see Variables in the Scenario Builder Reference Guide.

Transcribe calls

Transcriptions may be saved for voice calls if a speech-to-text integration account (e.g., IBM Watson) is enabled for your contact center and call recording is enabled for a service. To enable transcripts for a service, select the transcribe calls checkbox.

Enable Virtual Queue functionality

Enable Virtual Queue functionality indicates whether the Virtual Queue option is enabled for this service. Virtual Queue, also sometimes referred to as Callback Option, is an enhancement of the regular automatic call distribution method used in inbound call center services. During periods of significant wait times, this option allows customers to hang up the call while keeping their position in the service queue and to receive a callback when it is their turn to be connected to an agent.

Note that in order to function properly, the Virtual Queue option must be additionally configured in the scenario associated with this service. For detailed instructions about virtual queue configuration, see the Virtual Queue Tutorial.

This setting is available for inbound and blended voice services only.

Notify agents in ACW about calls in queue

Agents may be notified visually and audibly about new service calls waiting in queue while they are in the After Call Work state. This may be used to prompt the agents to finish their ACW faster. This option is essential only for inbound and blended services and only if the ACW state is used for handling of interactions associated with this service (see Enter After Call Work above). If selected, notifications will be sent to all agents who have the default service skill with any level other than “0” and who are currently in the ACW state.

Notify after calls are waiting for

This setting is essential only if the Notify agents in ACW about calls in queue option is selected. This setting specifies how long a new service call will wait in queue before notifying the agents. If not specified, the agents will be notified as soon as a new call enters the service queue.

Outbound chat service

For voice services, the outbound chat service drop-down list shows all services of the "chat" type. Selecting an outbound chat service enables agents to send an SMS while on a voice call, creating a chat interaction with the SMS ANI from the selected chat service.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Chat Properties

The following properties are available for chat services.

Bot / Chat Suggestions engine

Integration accounts of the IBM Watson type that are configured for your system appear in the Bot / Chat Suggestions engine drop-down list. To enable a bot to make suggestions to users during chat interactions, select the desired integration account from the list.

Clicking add/edit will redirect you to Call Center Configuration > Integration Accounts, where you will configure or edit such an integration account.

Outbound chat accounts

Select the account to use for outbound chats for this service or campaign. Outbound chat accounts include chat media (e.g., web chat), SMS numbers, and integration accounts (e.g., messenger integrations).

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Email Properties

The following properties are available for email services.

Short name

An optional field, short name is the short service name available for email services only and has a 12-character limit. If specified, this name will be displayed for emails associated with the given service in personal and team email queue views of the Agent Desktop. (Otherwise, nothing will be displayed due to limited space.)

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Directory folder

For email services, this is the folder of the Agent Desktop directory where this service will appear. This directory will be shown to the agent when the agent selects an email transfer function. You can select an existing folder or create a new one.

Marketing Properties

These properties are reserved for future use.

Assignments Tab

Associations between the service and your contact center personnel are configured in the Assignments tab. Settings for these associations are described as follows.

Teams

Teams is a list of the agents teams that may handle interactions associated with this service. To assign a team, click add and select it from the drop-down menu.

In Bright Pattern Contact Center, every service is represented by its own unique skill, called service skill, which is created automatically when the service is defined. When you assign a team to a service, all agents of this team can have this skill automatically assigned to them. You will be prompted to confirm such automatic assignment and specify the desired level. Skill levels of individual agents within the team can be adjusted manually later.

When you assign a service to a team, supervisors of that team will be able to monitor this service in real time via their desktop applications.

To remove previously assigned teams, hover over their names. When you remove a team from a service, the default service skill will be removed from all members of this team.

For outbound campaigns, teams can also be assigned and removed via the Agent Desktop application by a user designated as an operator for this campaign.

Note that when teams are assigned to multiple enabled campaigns, the cumulative load of such campaigns must be distributed evenly among those teams. Thus, if a team you are assigning to campaign A is currently already assigned to campaign B, you should check if campaign B has any other teams assigned to it, and if that is the case, assign those teams to campaign A as well. The same verification must be performed when removing teams from campaigns. The following diagrams show examples of valid and invalid team assignments to campaigns.

If the above rule of team assignment to campaign is not observed, campaign configuration will be deemed invalid and the system will provide the following message on the Outbound > Diagnostics page for that campaign: Inconsistent assignment of teams to enabled campaigns.

Examples of valid assignments of teams to campaigns are shown.

Examples of invalid assignments of teams to campaigns are shown.

Administrators

Administrators lists the users who can change the service configuration. To add a user, click add, and select the user from the drop down menu. Only the users who have the privilege Manage Services and Campaigns will be available for selection. (For more information, see sections Users and Roles.) If an assigned service administrator loses that privilege, that administrator's name will be shown in red color in this list.

Operators

Operators lists the users who can operate the given campaign in real time (e.g., start and stop the campaign, add and remove teams). Listing operators is essential for services of outbound and blended-voice type only. To add a user, click add, and select the user from the drop down menu. Only the users who have the privilege Control Campaign Operations will be available for selection. (For more information, see sections Users and Roles.) If an assigned service operator loses that privilege, the service operator's name will be shown in red color in this list.

Reviewers

Reviewers lists the users who can have access to functions listed in the BPO Client group of privileges. To add a user, click add, and select the user from the drop down menu. Only the users who have a role with any privileges in the BPO Client group will be available for selection. (For more information, see sections Users and Roles.) If an assigned service reviewer loses that privilege, the service reviewer's name will be shown in red color in this list.

Lists Tab

Associations between an outbound campaign and its calling lists are configured in the Lists tab. The upper part of this tab displays the calling lists associated with the selected campaign. To associate a new list with the given campaign, click the button with the “+” sign in the right pane and select the list from the dialog box that appears. The lower part of this tab contains the settings that define how the list will be used within this campaign.

By default, lists assigned to a campaign will appear in the campaign with the same priority and without any filters applied (i.e., if you decided to run a campaign after such initial assignment, all records from assigned lists would be dialed in a round-robin fashion in the order in which they appear in the originally imported list).

Bright Pattern Contact Center allows you to configure list order, apply filters, and define sorting rules. These settings are configured in the List tab of the Services and Campaigns menu option. Assigned lists appear in the upper portion of this screen. Properties that define the use of the currently selected list within the given campaign appear in the lower screen portion and are described as follows.

Properties tab

List

List is the name of the selected list. It is read-only.

Enabled

Enabled indicates whether the records from this list can be used currently within this campaign. Select the checkbox to use the records from this list.

Lists can also be enabled and disabled via the Agent Desktop application by a user designated as an operator for this campaign.

Note also that a quota-based campaign can have only one list enabled in it at a time.

Order

Order defines the order (from low to high) in which lists will be used within the service. If you want records from different lists to be dialed in a round-robin fashion, assign the same priority to all such lists. See property Dialing ratio below for more information.

Dialing ratio

For lists with the same order, dialing ratio defines the ratio at which records from these lists will be used. For example, if you have two lists with order 1, the first list has dialing ratio set to 2 and the second list has dialing ratio set to 3, two records from the first list will be used, then three records from the second list, then again two records from the first list, and so on.

Instance name

The same list can be assigned to a campaign multiple times with different filters (see the Filters tab below). The Instance name property allows you to assign a different name for each instance of the same list within the same campaign. Note that the system does not verify uniqueness of such names.

Filters tab

Filter

Filter specifies which records from this list will be used in the given campaign. Click add filter field to define a new filter and select the entity that will be used as a filter from the Filter records by drop-down menu. You can define multiple filters for the same list instance.

Note the following:

• Applying a filter to list data requires internal reprocessing of the entire list. Thus, if a filter is applied to a list within a running campaign, the use of this list within the given campaign will be suspended until reprocessing is complete. The suspension time will depend on the list size and, for long lists, may amount to tens of minutes. Other lists associated with the same campaign will not be affected.
• Filters cannot be applied to lists with configured quotas (see below). If any such filters have been applied prior to setting a list quota, they will be automatically removed when the quota is configured.

list field values

The list field values property allows you to select records with specific values of certain fields.

• From the Field drop-down menu, select the desired list field.
• Select specific values if the field values in this list must (or must not) match one or more specific values. Specify the values in the field below. Note that each value must be specified on a new line. Indicate whether the records with the matching field values must or must not be dialed.
• Select value range if the field value must (or must not) fit within a specified range. This option is supported for numerical values only. Specify the numerical range in the fields below. Indicate whether the records with the field values within the range must or must not be dialed.

dispositions from campaign

Dispositions from campaign allows you to select records that were used in a previous campaign and whose processing ended with a specific disposition. For example, if you previously ran a sales campaign and now would like to run a customer satisfaction survey campaign for the products sold during that campaign, you may use this filter to reach only the customers who actually purchased the product (as may be indicated by dispositions in the results of the original campaign).

• From the Campaign drop-down menu, select the desired previous campaign. A campaign will be available for selection here if it meets all the following criteria: (1) it has used the same list at some point, (2) its results are still stored in the system, and (3) it does not have a configured quota (see below).
• From the Dispositions drop-down menu, select the dispositions indicating that the corresponding records must (or must not) be dialed during the given campaign.
• Indicate whether the records with the selected disposition must or must not be dialed.

Note: Subsequent changes made to the association of the given list with the campaign you select above will potentially affect the filter you create here and may require internal reprocessing of the list to which this filter is applied. During such reprocessing, the use of this list within a running campaign will be suspended until reprocessing is complete. The suspension time will depend on the list size and, for long lists, may amount to tens of minutes. Other lists associated with the same campaign will not be affected.

only never attempted records

This property allows you to select records whose dialing was never attempted during a previous campaign to which this list was assigned. For example, the campaign was terminated before all records on the list had been attempted.

From the Campaign drop-down menu, select the desired previous campaign. A campaign will be available for selection here if it meets all the following criteria: (1) it has used the same list at some point, (2) its results are still stored in the system, and (3) it does not have a configured quota (see below).

all unfinished records

The all unfinished records property allows you to select all records whose processing was not finished during a previous campaign. This includes the never attempted records as well as the records that were attempted without a final result. For example, a dialing attempt was rescheduled due to no-answer event, but the campaign was terminated before the rescheduled time.

From the Campaign drop-down menu, select the desired previous campaign. A campaign will be available for selection here if it meets all the following criteria: (1) it has used the same list at some point, (2) its results are still stored in the system, and (3) it does not have a configured quota (see below).

Quota tab

General information

Outbound quotas are used in campaigns where it is sufficient to process successfully a subset of records from a calling list in order to fulfill the purpose of the campaign. Typical examples of such campaigns are polls and surveys. In a quota-based campaign, records are selected for dialing from the associated calling list based on the conditions set in the quota configuration. The dialing stops once the specified number of such records have been completed with desired dispositions. For records whose processing was stopped or never started because a campaign quota related to this record was reached, campaign results will have the Out of Quota field set to "1".

Note the following:

• A quota-based campaign can only have one list enabled within it at a time. If you configure any type of quota for a certain list within a campaign, enabling this list will automatically disable all other lists within the same campaign.
• The list used in a quota-based campaign cannot have any filters applied to it within the given campaign. If you have configured any such filters (see above), they will be automatically removed as soon as you configure a quota for the same list.
• A quota cannot be configured for a given campaign if any of its results are used as filters in another campaign. See description of filters dispositions from campaign, only never attempted records, and all unfinished records above.

no quota

No quota indicates that no quota is configured for this list within the given campaign.

list-wide

Use this type of quota to dial a specified number of records from the entire list without applying any specific selection criteria. Enter the desired number of records in the Quota field. Dialing will stop once this number of records have been completed with any disposition of success type.

per field value

The per field value type of quota is used for

• Setting separate limits for specific dispositions of success type defined within the given campaign
• Setting separate limits based on the specified value(s) of a single list field (e.g., setting a quota per state/province or per age group)

To set a disposition-based quota, select Campaign Disposition from the drop-down menu and click the Set quota link. The dialog window will list all dispositions of success type defined within the given campaign. You can set a different number of records for each specific disposition or enter the same number of records for all dispositions via the All groups field. Dialing will stop once the specified number of records have been completed with each disposition for which a quota is set.

To set a field-based quota, select the desired list field from the drop-down menu.

• For text-based fields (e.g., State/Province), click the Set quota link. The dialog window will list all distinct values in that field that exist in the given list. You can set a different number of records for each specific value or enter the same number of records for all values via All groups. The dialer will select records whose values in the given field match values specified in the quota, and will stop processing records with a specific value once the number of records specified for that field value have been completed with any disposition of success type.
• For numeric fields (e.g., Age), typically you would want to set quota by value ranges (e.g., in the case of Age field, such ranges would normally represent the age groups for which quotas should be set). Note that such numeric fields must be defined as fields of Integer type at the time of list import.
  • To specify ranges, select value groups and click the groups link. For each range, define its start and stop value and a name that will be shown in quota reports and campaign results. Note that overlapping ranges are not allowed. Click the refresh icon next to to see the total number of records in the given list fitting within each range.
  • Once you have defined all your ranges, click the Set quota link. The dialog window will list all value ranges that you have defined for the given field. You can set a different number of records for each specific value range or enter the same number of records for all ranges via All groups. The dialer will select records whose values in the given field fit in one of the ranges specified in the quota, and it will stop processing records with all such values once the number of records specified for that value range have been completed with any disposition of success type.

For field-based quotas, note the following:

• Your service provider may impose restrictions on the maximum number of quota values (or value ranges) that can be configured within a campaign.
• List records that do not match any quota groups defined within a campaign will not be processed within that campaign at all. Campaign results for such records will have the Out of Quota field set to "1" and Quota Group field set to "<no match>".
• Adding or removing quota groups in a running campaign will require internal reprocessing of the calling list. During such reprocessing, the campaign will be suspended until reprocessing is complete. The suspension time will depend on the list size and, for long lists, may amount to tens of minutes.

per value pair from 2 fields

This type of quota allows you to set a number of records to be processed per a combination of values from any two fields (e.g., setting a quota per age group in each state). To set quotas per value pair, specify both fields as explained in per field value above and click the Set quota link. The dialog window will list all possible combinations of values from those fields that exist in the given list. You can set a different number of records for each specific combination or enter the same number of records for all combinations via All groups. The dialer will select records with matching value pairs, and it will stop processing records with a specific value pair once the number of records specified for that combination have been completed with any disposition of success type.

See the additional notes for field-based quotas above.

Sorting tab

Sorting order

Sorting order allows you to choose the order in which the records of this list will be selected for dialing.

• Natural is selected if the records are to be dialed in the same order they appear in the list.
• Random is selected if the records are to be attempted randomly.
• Custom is selected if the records are to be sorted by the values of a specific list filed. Click add to select the field to be used for sorting and specify the desired sorting direction (ascending or descending). Note that you can sort by multiple fields.

Note the following:

• Changing the sorting order requires internal reprocessing of the entire list. Thus, if you change the sorting order for a list within a running campaign, use of this list within the given campaign will be suspended until reprocessing is complete. The suspension time will depend on the list size and, for long lists, may amount to tens of minutes. Other lists associated with the same campaign will not be affected.
• Record priority takes precedence over the sorting order.
• Previously dialed and rescheduled records that are due for dialing take precedence over both record priority and the sorting order.

Dispositions Tab

Dispositions are used to specify the result of an interaction attempt. For example, a disposition may indicate that the requested service was provided, or it might suggest a specific reason why it was not provided. Dispositions are stored in the interaction records and campaign results. They can be used in custom queries and reports for evaluation of service efficiency.

Note: The Dispositions tab is displayed only if the Use dispositions option is selected on the Properties tab.

In outbound campaigns, dispositions are also used to determine subsequent processing of calling records depending on the outcome of each call attempt. See section Outbound - Dial Rules for more information. In outbound campaigns, some of the dispositions can be applied to entire calling records and some others to individual call attempts.

For outbound campaigns of preview type, dispositions are also usually defined for preview records. In such campaigns, agents receive calling records from the system and preview them before making the corresponding outbound calls. During the preview, they may decide to discard some records without dialing. Dispositions in this case can indicate the reason (e.g., incomplete data).

For blended services, inbound dispositions are processed within the context of the campaign that is part of the same service. For example, if a customer misses your campaign call and then calls back using the campaign's caller ID and buys the product you have been offering within the campaign, the disposition of that inbound call should normally prevent subsequent attempts to call this customer within the same campaign. Therefore, for blended services it is important that the

• Inbound and outbound dispositions correlate (i.e., the former normally should be a subset of the latter)
• Outbound portion of your blended campaign is kept enabled at all times--even during the periods without any outbound activity

If the reason for a failed interaction attempt can be recognized automatically, the corresponding disposition can be provided by the system. Dispositions that are specified manually will be displayed by the Agent Desktop and can be selected by the agent at any time during interaction handling, including the after-call work. Dispositions can also be set by a scenario.

Screen Properties

Show dispositions for

This option is displayed only for outbound and blended voice services. To review and edit dispositions for inbound calls and list records, select inbound. To review and edit dispositions for outbound calls and list records, select outbound. To review and edit dispositions for preview records, select preview record.

List of dispositions

This option lists the dispositions for this service. For the services that comprise different types of interactions (inbound, outbound, preview records), the list will display only the dispositions corresponding to the interaction type selected via the Show dispositions for option.

For each interaction type, the system provides a pre-defined set of dispositions. You can edit such predefined dispositions, remove some of them, define new ones, and arrange them in your own folders. The purpose of each predefined disposition is explained in the Description field, which you will see when you click a disposition once.

Even though the system provides a predefined set of dispositions for each new service, you can still control whether these dispositions will or will not be made available to agents for selection when they handle interactions associated with the given service. Furthermore, you can control whether the use of dispositions is mandatory or optional. For more information, see the description of settings Use dispositions and Require dispositions in the Services and Campaigns - Properties tab.

Dispositions properties editor

To create a disposition in an existing folder, click add in the desired folder; this will open the dispositions properties editor, allowing you to configure the following. To edit a disposition, hover over the disposition and click the edit icon. To delete a disposition, hover over the disposition and click the delete icon.

Name

This field is where you specify the disposition’s name. Note that this field is mandatory and must be unique within the given interaction type within the service.

Description

This optional field allows you to provide a free-text description of the disposition.

Agent can select

By default, dispositions that you define will be made available to agents for selection during interaction handling. If you do not want the given disposition to be shown to agents (e.g., you intend to use this disposition in scenarios only), unselect the Agent can select checkbox. Note that dispositions unavailable to agents appear in the disposition list in italic.

Show in toolbar in team queue

This option, available for email services only, allows you to configure an icon for the disposition, which is displayed as a button in the team queue and personal queue toolbar when an email's corresponding checkbox is selected. This button allows agents to apply a disposition to an email without opening it, thus removing it from the queue. Note that when configuring this option, you must select a corresponding toolbar icon.

Buttons mapped to either the Final disposition or Spam disposition apply the Resolved status to all selected emails. Buttons mapped to the Nonfinal disposition do not apply a different status to the selected emails (i.e., all selected emails will retain the New status). On this note, it is recommended that buttons are mapped to dispositions of the Final type to prevent important emails from accidentally being removed from the queue.

Toolbar icon

When the Show in toolbar in team queue option is selected, the toolbar icon option appears; this setting lets you map an icon to a disposition that will be displayed as a button in Agent Desktop's team queue and personal queue. To map the icon to the disposition, select the search icon or click icon search to access the drop-down list of toolbar icons.

Type

Type is a disposition category that executes specific actions when applied to an interaction; available types vary per service. The following is a list of all disposition types. Note: Dispositions considered final (i.e., ones that complete records or cases) are editable by those with the privilege Can update final dispositions only.

Success (completes record or case)

Success is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case.

Final (completes record or case)

Final is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case; this type is available for email services only.

Failure (completes record)

Failure is for dispositions indicating unsuccessful interaction processing without subsequent attempts (e.g., the customer has rejected the offer); this type is available for voice services only.

Do not Call (completes record)

Do not Call is for dispositions indicating that the customer has requested not to be contacted again for the given reason; this type is available for voice services only.

Continue

Continue is for dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has asked to be called again at another time) or expected continued processing of a case; by default, any new disposition of this type is associated with action Reschedule (24h); for more information, see section Outbound - Dial Rules.

Nonfinal

For dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has requested to be contacted at another time) or expected continued processing of a case; this type is available for email services only.

Spam

For dispositions indicating an immediate closure of an email case because the incoming message was spam

For services that comprise different types of interactions (inbound, outbound, preview records), you can also specify if the disposition you define for one interaction type shall be available for interactions of other types within the same service. Select such desired additional interaction types via the Scope option.

Code

If, in addition to the disposition name, you would like to use a short alphanumeric code (string), specify it in the Code field. Disposition codes are optional, and when defined, will appear in campaign results along with disposition names. Codes can also be used instead of disposition names when setting dispositions in scenarios.

There are no predefined disposition codes because you can assign any string to be a disposition code. A disposition code can contain up to nine characters; any characters are allowed. Note that the system does not check uniqueness of disposition codes.

Add folder

The add folder option allows you to create a new folder for dispositions. To add a new folder, click add folder, specify the folder name, then add the desired dispositions.

Import

The Import option imports dispositions and allows you to define dispositions externally and import them in the .CSV format. For each disposition, the following fields must be defined in the specified order:

• Name
• Folder name (disposition category)
• Description
• Code
• Agent can select (true, false)
• Type (SUCCESS, FAILURE, CONTINUE, DO_NOT_CALL)
• Is inbound (true, false)
• Is outbound (true, false)
• Is preview (true, false)
• System type (if defined, the disposition will be followed by the same actions that are defined for the corresponding default dispositions in the Connection Problem and System folders)
  • Possible values include the following: empty string, DROPPED, BUSY, NO_ANSWER, FAX_MODEM, ANSWERING_MACHINE, SILENCE, INVALID_NUMBER, OTHER_CONNECTION_ISSUE, ABANDONED, CONGESTION_REMOTE, NO_AGENT, NO_DISPOSITION, SKIPPED, SYSTEM_FAILURE, AGENT_FAILURE, FINALIZED_BY_DIAL_RULE, MAX_ATTEMPTS_REACHED, DISPOSITION_NOT_FOUND, PHONE_NETWORK_UNAVAILABLE, RECORD_EXPIRED, CALL_FAILED, FAST_BUSY, ANNOUNCEMENT, NETWORK_ANNOUNCEMENT
• Service type (since many dispositions are service/media-type-specific this field must be defined to make sure that the dispositions are not imported into a type of service they are not intended for)
  • Possible values include the following: INBOUND, OUTBOUND, BLENDED, CHAT, EMAIL

Each value must be enclosed in the quotation marks. Optional parameters must be set to an empty string when not defined.

An easy way to create an import file is to export an existing list of dispositions (see Export below) and modify it as may be necessary.

Export

This option exports dispositions in .CSV format. The exported file can be used as a template when defining dispositions externally and importing them into the system. For specification of the fields, see the description of the Import function.

Activity Tab

Association of services with activity forms is configured in the Activity tab. Activity properties are organized into tabs, which are described as follows.

Activity tab

Enable screenpop activity form

If you have an activity form that you wish to appear on each agent's Agent Desktop upon arrival of interactions associated with this service, click the checkbox and select the desired form from the drop-down menu.

The specified activity form will be displayed in the Context Information Area of the Agent Desktop application. This area is not shown when Agent Desktop is run minimized using the Pop-out function. Thus, when using activity form screenpop, consider disabling agents' privilege Force pop-out phone window.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Display activity form before/after web screen pop(s)

If, in addition to the activity form page specified above, agents will be getting any other web page(s) specified in the Web screen-pop scenario block, this setting specifies the order in which these pages will appear in the tabs of the Agent Desktop.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Display Knowledge Base

When this checkbox is selected, Knowledge Base will be displayed on the Agent Desktop.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Pre-fill form fields from the following lists

For an outbound campaign, it is often desirable to display some of the data from calling list records in the agents’ activity forms. To do this, you need to create the mapping between the fields of your form and the corresponding fields of the calling lists associated with the given campaign. Note that if you wish to make such fields searchable, this must be done at the time the calling list is created. Search grid settings are configured in section Forms > Activity.

Click the Edit button. In the list view of the dialog window that appears, select a form field that you wish to bind. For each list associated with the given campaign, select the calling record field that maps into the selected form field. Repeat this operation for other form fields that are supposed to display data from the calling records.

Click Apply to save changes. Click Close to return to the main screen. The mapping you have created will be shown in a table.

Numbers Tab

The Numbers tab is used for configuring associations between services and access numbers for various purposes. These associations are further organized into three tabs (Scenarios, Caller ID, and Text Out) and they are defined using the following properties described.

Scenarios tab

List of scenario entries

When you define your services, you can, at the same time, create related scenario entries (i.e., associate your services with scenarios where they will be used and assign those scenarios to access points). Note that scenario entries also can be created via the following application screens: Access Numbers, Scenarios, and Scenario Entries.

Scenario entries associated with the selected service appear in the list of inbound scenario entries regardless of where they were originally created. For each scenario entry, the list will also display the scenario name and the access number.

If you decide to create a scenario entry from within the given service, click the “+” sign below the list of inbound scenario entries and define the scenario entry parameters in the property sheet that appears.

Scenario entry properties

Scenario entry properties are the properties of the scenario entry selected in the list above. For a description of these properties, see section Scenario Entries - Dial-in. You can edit these properties, or define a new entry for the selected scenario, in this view.

Caller ID tab

Properties of the Caller ID tab allow you to configure caller IDs (i.e., the numbers that will be displayed to the parties when they receive calls associated with this service/campaign). Before proceeding with specifying the properties for the Caller ID tab, you should first specify the properties for the Scenarios tab (see above) and Dial-in scenario entries. It is particularly important to specify the numbers associated with this service; without those phone numbers, caller IDs cannot be established for this service.

Before configuring your caller IDs, be sure to check all legal requirements and restrictions for what can be sent as a caller ID in the jurisdictions where you operate.

To set up Caller IDs, run through the following steps:

1. Specify the properties for the Scenarios tab (see Scenarios tab above).
2. Specify the properties for Dial-in scenario entries.
3. Use the selector to choose the selection method (see Selection method below) that will be used to select specific caller IDs for this service.
4. Specify a default caller ID number, if desired (see Default below).
5. Review the caller ID numbers with the associated state information and add more, if desired (see Caller ID list below).

Caller ID Screen Properties

Selection method

The selection method is important to setting up caller IDs for your service. The method chosen is what will be used for the selection of specific caller IDs in case more than one number is specified in the Caller ID list. Note that some of these methods make sense for outbound campaigns only.

A pull-down menu offers the following methods:

• Default will display a specified external access number for all calls made for this service/campaign (see property Default).

• Random within list will display one of the caller ID numbers randomly chosen from the list of numbers defined in the Caller ID list below.

• Random within state, otherwise default will display a number randomly chosen from the Caller ID list below whose state/province setting matches the state/province property of the dialed record. If the state/province information is not present in the record, the specified default number will be displayed (see property Default).

• Random within state, otherwise random within list will display a number randomly chosen from the Caller ID list below whose state/province setting matches the state/province property of the dialed record. If the state/province information is not present in the record, a caller ID number will be randomly chosen from the entire list.

• From list field of type “Caller ID”, otherwise default will display the caller ID defined in the calling record. If a calling record does not have a number in the "Caller ID" field, the specified default number will be displayed (see property Default). Note that your service provider may or may not allow use of arbitrary caller ID numbers for your outgoing calls. If the use of arbitrary caller IDs is not available to you, the number specified in the calling record will be used only as a caller ID if it matches one of the access numbers assigned to your contact center; otherwise, the specified default number will be used (see property Default).

• Closest to the dialed area code’s location will display the number from the Caller ID list below whose area code happens to be the same as, or geographically closest to, the area code of the dialed number. (This may increase the probability that the called party will answer the call.) This option is currently supported for the USA, Canada, and Australia.

• Direct Mapping of Internal Numbers will display the number that has been assigned to the agent (instead of the corporate number) for outbound dialing for services and campaigns. This selection method sets the agent's internal number as the caller ID, enabling customers to call back the agent's desktop directly.

Default

Default, the property shown beneath the selection method property, gives the option to specify the default service/campaign caller ID number. Note that the numbers available for selection must be added first to the Caller ID list (see below). This parameter must be specified if the Campaign caller ID property is set to either Default, Random within state, otherwise default, or From list field type “Caller ID”, otherwise default

Caller ID list

The Caller ID list at the bottom of the screen lists caller ID numbers with the associated state information.

Click the “+” sign button to add a number to the list.

Note that a number used as a service/campaign caller ID must be one of the available access numbers. For campaigns, there is an additional condition that such an access number must not be restricted for automated outbound dialing. Access numbers of any destination type (extension, scenario, or unassigned) can be used as caller IDs. Note however, that sometimes customers who missed a call may want to call back using the caller ID number; thus, it may be expedient to use an access number associated with scenarios for handling of such callbacks. This is particularly important for blended services where callbacks are expected and should be normally distributed to the same agents who handle the corresponding outbound calls.

For each number, you can optionally define state/province information. See the description of the Campaign caller ID property for an explanation of how state/province information is used. Note that the spelling of state/province information must match the spelling used in the calling lists associated with this campaign.

You can define multiple caller ID numbers with the same state/province, and you can add the same caller ID number multiple times with different states/provinces. You can also export caller ID lists for possible use in other campaigns. You can also import caller ID lists defined for other campaigns.

At least one number must be defined for an outbound or blended campaign. For inbound services, definition of caller IDs is optional. If no numbers are defined for an inbound service, the caller ID number from the dial-out entry associated with the dialed prefix will be used.

Service Level Tab

Service Level specifies the percentage of calls/chats associated with this service that are expected to be answered within a specified threshold.

The actual percentage of the interactions answered within the specified threshold time is monitored in real time, and supervisors can be alerted in case it drops below the specified target.

The Service Level tab is displayed for inbound voice, blended voice, and chat services only. For email services, the service level is defined differently. Email service level is configured in the Email tab.

Properties

The Service Level tab has the following parameters to be set: answered calls and within threshold.

Answered calls

Answered calls is the percentage of calls or chats expected to be answered within the specified threshold relative to all calls/chats that are answered at any time or abandoned after this threshold. (Calls/chats abandoned within the threshold time are considered short-abandoned.)

Within threshold

Within threshold is the threshold time (in seconds).

Outbound Tab

The Outbound tab of the Services and Campaigns section of Contact Center Administrator provides a multiscreen view for the configuration of campaign-specific settings of outbound and blended services.

Outbound tab properties are organized into five screens: General Campaign Settings, Calling Hours, Dial Rules, Do Not Call lists, and Diagnostics. For detailed descriptions, follow these links:

• General Campaign Settings
• Calling Hours
• Dial Rules
• DNC (Do Not Call lists)
• Diagnostics

For the recommended campaign configuration process, see section Outbound Campaign Configuration.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to outbound tab properties, particularly for voice service and email service properties, we recommend that all affected logged-in agents refresh their browser page.

Results Tab

The Results tab provides access to settings related to the export of campaign results as well as the export of call recordings for voice services and chat transcripts for chat services.

Campaign results are stored in the calling list database and can be downloaded manually in .CSV format or exported periodically to designated network locations.

Campaign results are archived into .ZIP files when one of the following events occurs:

• The list is deleted from configuration.
• The list is removed from the campaign.
• The list is updated with new content via periodic import with the update policy set to replace list data.

Archived campaign results are listed in the Archive tab and are available for manual download only.

Note that campaign results are permanently deleted when the campaign itself is deleted.

Storage of recordings is typically defined by the terms and conditions of your service contract. Expired recordings are deleted automatically.

Before configuring the export of recordings, consider the bandwidth and amount of disk space that may be required to transfer and store all of the exported voice files. As a general guideline, use 5.7 MB per agent per working hour to calculate the necessary disk space. Note that some restrictions may be imposed at the service provider level on the hours during which export may take place (see property Window) and bandwidth allocated for the export tasks.

Note that if your audio files and/or chat transcripts are encrypted at the time of recording according to your encryption settings, they will be decrypted for export.

Settings

Results tab configuration settings are organized by export type: Periodic Recording Export Jobs, One-time Campaign Results Download, Periodic Export Jobs, and Periodic Salesforce.com Export Jobs. Settings for each type are described as follows.

Periodic Recording Export Jobs

Periodic Recording Export Jobs allows you to configure multiple export jobs for call recordings of this service or campaign. Each export job can have its own schedule, destination, file name format, and a set of filters.

Click add to specify a new periodic export job. The following dialog box will pop up.

Note that if your recordings are encrypted while they are stored in the Bright Pattern platform, they will be un-encrypted for export.

Name

Name is the name of this export job. This name will appear in the list of periodic tasks. See section Tasks for more information.

Enabled

Select the Enabled checkbox to activate this export job.

Voice signature only

Select the Voice signature only checkbox if the operation shall export only recordings that contain voice signatures.

Dispositions

Using Dispositions, export recordings of calls that were dispositioned in a specific way, and select the corresponding disposition(s). To export recordings for all calls regardless of their dispositions, select All.

For outbound services, note that recordings for some of the unsuccessful call attempts may not be available unless the Record CPA phase of call attempts option is selected for the given campaign.

Recording completed after

The Recording completed after setting allows you to specify the start time and date from which the recordings will be exported. Upon completion of the initial and each subsequent task export task, this parameter will be updated automatically to show the date and time of the last exported recording. The next export task will begin with the chronological next recording that satisfies the selection criteria (i.e., service, disposition, etc.).

Estimate size

When clicked, the Estimate size button obtains the estimated disk space that may be necessary to accommodate the recordings that satisfy the selection criteria.

Daily export time window

Daily export time window is the time window during which export of recordings will take place. This parameter is specified at the service provider level and will appear as read-only.

Recordings files folder FTP URL

Recordings files folder FTP URL is where one specifies the FTP site folder where the recordings should be exported.

Recording file name

Recording file name is the specified format of the recording file name and subfolder structure. By default, at the designated network location, exported files are arranged in folders titled recordings/[date]/[hour] corresponding to the date and the hours when the calls started. The default recording file name consists of the call start date/time, phone number of the call party opposite to the agent, username of the last agent to handle this call, and a global unique identifier generated by the system for this recording.

To modify the file name and/or folder structure, click the current format. The current format will appear in an editable field. You can delete any of the current file name components or insert new ones. To add a new component to the current format, set the cursor to the desired place in the file name, click the Insert placeholder button, and select the desired component from the drop-down menu. For descriptions of the available file name components, see section Recordings Details Format of the Reporting Reference Guide.

A file name example corresponding to the currently selected format will be displayed under the editable field.

Recording CSV file name

Recording CSV file name is the specified format of the recording details file name.

For each instance of a periodic recordings export, the system also generates a data file. The file is exported to the same network location in the CSV format and contains details of the corresponding calls, which may facilitate search for specific recordings once they have been exported out of the system. For more information about the format of this file, see section Recordings Details Format of the ServicePattern Reporting Reference Guide.

The default data file name is recordings_details with the date and time of export added to it.

Protocol

Protocol specifies the export method. In all three methods, if the recordings are stored encrypted, they will be un-encrypted for export.

Note that export to AWS must be explicitly enabled by your service provider and configured via Integration Accounts. For all three methods, the exported recordings will continue to be stored and available for playback via Bright Pattern for the recordings storage time agreed upon with your service provider. After the recordings have been deleted from the local storage:

• Recordings exported via FTP/SFTP will no longer be accessible via Bright Pattern.
• Recordings exported to Amazon AWS will continue to be accessible via Bright Pattern on demand for the detailed records storage time agreed upon with your service provider.

Username

Username is the specified FTP username.

Password

Password is the specified FTP password.

Test connection

The Test connection button is used to test the FTP connection with the supplied credentials.

One-time Campaign Results Download

This setting allows you to download campaign results locally in the .CSV format. To download, click the Download now button, specify the download settings, and click Export. The following dialog box will pop up.

Lists

Select the lists whose records the downloaded file should contain.

Dispositions

If you would like to download records that were dispositioned in a specific way, select the corresponding disposition(s) here. To download results for all records regardless of their dispositions, select All.

Format

Format is where you indicate whether the downloaded file shall contain only the last result for each completed record (simple), or whether it should include results of all dialing attempts (detailed).

For detailed results, specify whether the downloaded list shall contain all call attempts for the records that were completed within the requested time frame or only the call attempts that were actually made within that time frame.

For specification of campaign result formats, see sections SimpleFormat and Detailed Format of the Reporting Reference Guide.

Between

By default, the downloaded file will contain all records since the last download. Use the Between setting to limit the download to contain only information about the records that were closed within a specific time interval.

Timezone

Set the timezone for the records to be exported.

Compress file

Selecting the Compress file checkbox will download results in a .ZIP file.

Periodic Export Jobs

Periodic Export Jobs allows you to configure multiple jobs for automated export of campaign results via FTP in the .CSV format. Each export job can have its own schedule, destination, and set of filters. Click add to specify a new periodic export job. The following dialog box will pop up. Fields shown in red are required fields.

Name

Name is the name of this export job. This name will appear in the list of periodic tasks.

Enabled

Selecting the Enabled checkbox will activate this export job.

Lists

Select the lists whose records the exported results should contain.

Dispositions

If you would like to export records that were dispositioned in a specific way, select the corresponding disposition(s) here. To export results for all records regardless of their dispositions, select All.

Format

Format is the specified format of the exported file. Indicate whether the exported file should contain only the last result for each completed record (simple), or whether it should include the results of all dialing attempts (detailed).

For detailed results, specify whether the exported list should contain all call attempts for the records that were completed within the requested time frame or only the call attempts that were actually made within that time frame.

For specification of campaign result formats, see sections SimpleFormat and Detailed Format of the Reporting Reference Guide.

Start date and time

This is the specified start date and time of the periodic export.

Export interval

Export interval is the specified frequency for the results to be exported. The minimum update period is

• 1 hour for the simple and detailed (records and all call attempts) export options
• 15 minutes for the detailed (only call attempts performed in timeframe) export option

FTP URL with file name

FTP URL with file nameis the specified FTP site and the name of the file to which the results should be exported. The date and time of export will be automatically appended to the file name for each export instance.

Protocol

Protocol is the specified transfer protocol (FTP or SFTP).

FTP username

FTP username is the specified FTP username.

FTP password

FTP password is the specified FTP password.

Test connection

The Test connection button is used to test the FTP connection with the supplied credentials.

Periodic Salesforce.com Export Jobs

Periodic Salesforce.com Export Jobs allows you to configure multiple export jobs for automated creation of Salesforce.com objects according to the campaign results. For more information, see section Importing Calling Lists and Exporting Campaign Results of the Salesforce.com Integration Guide.

Each export job can have its own schedule, destination, and a set of filters. Click add to specify a new periodic export job. The following dialog box will pop up. Fields shown in red are required fields.

Name

Name is the name of this export job. This name will appear in the list of periodic tasks.

Enabled

When selected, the Enabled checkbox will activate this export job.

Lists

Select the lists whose records the exported results shall contain.

Dispositions

If you would like to export records that were dispositioned in a specific way, select the corresponding disposition(s) here. To export results for all records regardless of their dispositions, select All.

Format

Format is the specified format of the exported file. Indicate whether the exported file shall contain only the last result for each completed record (simple), or whether it should include results of all dialing attempts (detailed).

For specification of campaign result formats, see sections SimpleFormat and Documentation:ServicePattern:reporting-reference-guide:DetailedFormat|Detailed Format]] of the Reporting Reference Guide.

Start date and time

This is the specified start date and time of the periodic export.

Export interval

Export interval is the specified frequency for the results to be exported. The minimum interval is 15 minutes.

Salesforce.com integration account

Salesforce.com integration account is the integration account that will be used to access the Salesforce.com records to be updated.

Salesforce.com object

This is the Salesforce.com object that will be updated using the results of this campaign.

Map fields

Use the Map fields button to map Bright Pattern Contact Center campaign result fields to the properties of the specified Salesforce.com object.

For specification of campaign result formats, see sections SimpleFormat and Detailed Format of the Reporting Reference Guide.

Test by creating object

Click this button to create a test Salesforce.com object according to the mapping you specified using the Map fields button. Check your Salesforce.com application to make sure the object has been created.

Interactions Erasing

To support compliance with various regulations related to data ownership and privacy, such as GDPR, Bright Pattern allows for the manual erasure of data that is stored in interaction records for voice recordings, voice recording transcripts, chat transcripts, email messages, screen recordings, and other such interaction content.

The ability to remove sensitive data from interaction records is enabled for users with the Security Administration privilege “Can edit and erase interaction records.”

System administrators with the privilege to edit and erase interaction records can erase content for specific services and campaigns by using the Interactions Erasing feature in the Services & Campaigns Results tab. Note that to erase any content, you must provide a reason.

How to Erase Interaction Content

1. Go to Services & Campaigns and select the desired service or campaign from the list.
   
   
2. Click the Results tab and click Start erasing.
   
   
   

   Results > Interactions erasing
   
   
   
3. The Erase interaction dialog will appear.
   
   
   

   Erase interaction dialog
   
   
   
4. Select the items to erase, choosing from the following options: Voice recording, Transcript of voice recording, Chat transcript, Email message, and Screen recording.
   
   
5. In the From date field, specify the date of the interaction to be erased.
   
   
6. In the Reason field, document the reason for erasing the content. Note that this field is mandatory.
   
   
7. Click Erase.
   
   
8. A warning dialog will inform you that The requested operation will irrevocably destroy the [recording/transcript/message body] of selected interaction(s). To proceed, click Erase.
   
   
   

   A warning message appears

The erase action will be recorded in your contact center's audit log.

Archive Tab

The Archive tab provides a list view of archived campaign results. For events that trigger campaign results archiving, see the description of the Services and Campaigns - Results tab.

Archived campaign results are stored in .ZIP files. To download a selected archive, click Download. To delete an archive that you no longer need, click x.

Storage of archived campaign results is typically defined by the terms and conditions of your service contract. Expired archives are deleted automatically.

Note that all archived campaign results are also deleted automatically when the campaign itself is deleted.

Canned Tab

Your agents have the capability to play back prerecorded voice messages to their customers. For more information, see section How to Use Pre-recorded Messages of the Agent Guide.

You can define prerecorded messages at the service level. Such messages will appear in the message selector of the agents' desktops when they handle calls associated with the given service.

Since many such messages can be shared by multiple services and also used in various interactive voice response (IVR) applications, they are first configured as shared voice segments. For more information, see section Shared Voice Segments of this guide.

To add shared voice segments to or remove them from the given service, click the add/remove link, and move the desired segments between the general and assigned lists.

Email Tab

The Email tab includes settings specific to email services.

To view and edit these settings, select the Email tab of the desired email service.

Email Service Settings

Email tab settings are described as follows.

Acknowledgment

Acknowledgment is the message that will be sent as an immediate response to inbound emails associated with this service. Normally this is done to acknowledge receipt of the request and advise the sender about the estimated reply time.

Acknowledgment is not considered a reply and will not affect any metrics related to this service. Acknowledgment is only sent for the initial email in an email thread.

Acknowledgments must initially be prepared as articles in the Knowledge Base.

To select an article that will be used as an acknowledgment for the given service, click the link, enter some article keywords in the search field, and choose the language. A list of matching articles will be displayed in the list below. Select the desired article; it will be displayed in the preview field.

Note that in the current product version, acknowledgment can be defined in one language only.

Distribution method

Distribution method is the method of email delivery to the Agent Desktop.

With the pull method, all incoming emails remain in the service queue and will be visible to the agents of the teams associated with this service (see the description of the Assignments tab). The agents will be expected to select emails manually for processing from this queue.

With the push method, incoming emails are delivered directly to the Agent Desktop in the same manner as calls and chats. The agents will be able to either accept incoming email for immediate processing or move it to My Queue for processing at a later time. For information about agents' availability to process email interactions, see section Omni-Channel Routing.

Note that the order in which incoming emails are delivered to agents (for the push method) or appear in the service queue (for the pull method) is determined first by priority and then by the shortest remaining time to breach the configured service level (see the description of the Service Level settings below). For more information about email priority, see section Scenario Entries - Email.

Enable personal routing

Enable personal routing indicates whether personal email routing is enabled for this service.

If enabled, the system will attempt to deliver any email identified as part of an existing email thread to the agent who composed the previous reply within that thread.

Personal routing timeout

If personal routing is enabled (see Enable personal routing above), this timeout specifies for how long the system will wait for the agent who composed the previous reply to become available before switching to the regular distribution method involving all qualified agents.

This timeout is essential for the push method only. For the pull method, such emails will be immediately delivered to the agent’s My Queue.

Return emails to general queue after

Return emails to general queue after specifies how long the system will wait (from the moment the email is placed in an agent’s My Queue) before returning this email to the general service queue.

If the option to return emails to general queue if SLA is breached" is selected (see below), such messages will be returned back to the general queue, even when they are put in the agent's My queue after the SLA is breached.

Return emails to general queue if SLA is breached

This setting indicates whether emails that have breached service level while in My Queues will be returned to the general service queue. See the description of the following Service Level settings.

Service level, Replied emails

This setting specifies the percentage of emails associated with this service that are expected to be replied within the specified service level threshold (see below) relative to all replied emails.

Service level, Within threshold

Service level, Within threshold sets the service level threshold for this service. A service level threshold is the amount of time in which emails associated with this service are expected to get a reply. The reply time is measured from the moment the email is placed in the service queue to the moment when the first reply is sent. Acknowledgement (see above) is not considered a reply.

The email service level threshold can be specified either in hours or in days and in either case excludes the time that is outside of the hours of operation specified for the given service.

Screenpop URL

Screenpop URL is the URL of the web page that will be displayed by the Agent Desktop application when the agent receives an email associated with the given service. A query string can be added to supply variables for the screen pop.

The following variables are supported:

• $(item.from) – sender’s email address
• $(item.to) – emails address in the To: field
• $(item.subject) – content of email subject

The Screenpop URL parameter is optional.

Pre-defined Dispositions

This section provides descriptions of the predefined dispositions that are created by default whenever you define a new service. For general information about dispositions, their purpose, and configuration, see section Dispositions Tab of this guide.

Many dispositions defined apply to outbound campaigns only, and some of those are used for preview records only.

All dispositions in the Connection Problem folder are by default visible to agents. This is essential for preview campaigns where call progress is monitored by agents. If you are running a predictive or progressive campaign where the call progress analysis is performed by the system, you may consider hiding some of these dispositions. If you do so, it is recommended that you leave dispositions Answering machine and Silence visible to the agents.

Note: The dispositions that are hidden from the agents are shown in italic, both in the application and in the following list.

Final folder

The meaning of each predefined description is given as follows.

Product sold

The business purpose of the call/chat was fulfilled.

Offer rejected

The business purpose of the call/chat was not fulfilled, but no follow up is required or expected by the customer.

Add to DNC

The remote party requested that no further calls be made to his numbers.

Record matches DNC

The attempted record matches an entry in one the associated record-based DNC lists (i.e. Do Not Call lists).

Bad record

The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data).

Problem solved

The customer email confirmed successful resolution of the original matter (e.g., a thank you note) and was closed without reply. This disposition closes the email case.

Answer provided

The customer email was replied to and no follow-up is expected or necessary. This disposition closes the email case.

Spam

The content of the customer email had no connection to any services provided by the contact center. This disposition closes the email case.

Non-final folder

Number matches DNC

The attempted number matches a number in one of the associated number-based DNC lists.

Wrong person

The person who answered the call was not the person for whom the call was intended (but the latter may be reached at the same number later).

Wrong number

The person for whom the call was intended cannot be reached at this number.

Dropped while talking

The call was dropped (accidentally disconnected) while the conversation was in progress. This disposition can also be used for chats that were ended due to customer inactivity.

Need more information

The customer email was replied to and some follow-up is expected. The email case stays open.

Connection problem folder

Busy

The called number was busy.

Fast busy

The call attempt returned the fast busy signal (reorder tone) indicating that the call cannot be established due to network congestion. Note that sometimes network operators also use Fast Busy to indicate invalid and/or disconnected numbers.

No answer

The called party did not answer within the No Answer timeout.

Fax or modem

The called line is connected to a fax or modem.

Announcement

The connected call attempt returned speech that was not live voice or an answering machine greeting. For example, this announcement can be an interactive voice response (IVR) announcement indicating that a company office was closed or an IVR menu asking to press a digit for the desired department.

Network announcement

The call attempt returned speech before connecting the call, such as a network message indicating, for example, that the call could not be established at this time.

Answering machine

The call was answered by an answering machine.

Silence

The call was established but no sound from the remote party could be detected for more than 5 seconds.

Invalid number

The call attempt returned a tone indicating that the dialed number was invalid.

Other connection issue

This is the generic disposition reserved for any possible connection problems other than the ones specified above.

System folder

Abandoned

The answered call was dropped before call progress analysis could be finished.

Congestion

This disposition is reserved for future use.

No agent

The call was dropped after being answered by the called party because it could not be connected to an agent in a timely manner.

No disposition

The agent who handled this interaction did not select any disposition for it.

System failure

The call ended because of a system failure.

Agent failure

The call ended because of an Agent Desktop application failure.

Phone network unavailable

The call could not be made because the public telephone network was not available.

Finalized by dial rule

Processing of this record was finalized by a dial rule.

No numbers left to call

The maximum number of calling attempts has been reached for all numbers of this calling record and there are no more attempts for this record to be made. Note that this disposition is used only when the record contains multiple phone numbers and they are tried during the campaign. When list records contain only one phone number (or only one is used during the given campaign), the final disposition of the record that reached maximum attempts corresponds to the disposition of the last call attempt.

Disposition not found

Scenario attempted to set the interaction disposition to a value that could not be recognized.

Skipped

The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing).

Record expired

The calling record has expired. See section Lists for more information about the uses of record expiration mechanism and the related settings.

Call failed

Call or call attempt terminated externally with an unknown error code.

Outbound - General

The following general campaign settings are configured in the General section of the Services and Campaigns Outbound tab.

General Settings

Type

This is the type of campaign. There are four different campaign types from which to choose.

• In campaigns of the Preview type, the calling records are submitted to the agents participating in the campaign. The agents review record information, dial destination numbers, and monitor call progress. Additionally, this type of campaign allows agents to be reserved for a requested callback without indication to the agent.
• In campaigns of the Progressive type, the system automatically dials numbers from list records according to a fixed (preconfigured) dialing rate, monitors call progress, and connects successful (answered) call attempts to available agents.
• In campaigns of the Predictive type, the system automatically dials numbers from list records according to currently optimal dialing rates, monitors call progress, and connects successful (answered) call attempts to available agents. The dialing rate is optimized to maintain the desired agent occupancy based on the statistical analysis of outcomes of most recent dialing attempts.
• In campaigns of the Automatic (IVR) type, the system automatically dials numbers from list records, monitors call progress, and connects successful (answered) call attempts to a prerecorded interactive voice response (IVR) message. Agents are not involved in campaigns of this type.

Note that the definition of some of the subsequent campaign properties will depend on the selected campaign type.

Enabled

Enabled indicates the current state of the campaign. By default, the campaign is disabled and normally it should remain in this state until it is completely configured. Completeness of campaign configuration can be verified via the Diagnostics page. After the campaign has been completely configured, select the Enabled checkbox to indicate that it is ready to run.

Campaigns can be disabled again when they are no longer active but have to remain in configuration to ensure availability of campaign results. Note that disabling of campaigns is always a manual operation.

Note: For blended services, you should keep the outbound portion of a service enabled at all times, even during the periods without any outbound activity. If you disable the outbound portion, dispositions of the possible callbacks made to the campaign caller ID may not be processed correctly. This may result in repeated attempts to contact customers who are not supposed to be contacted again within the given campaign (e.g., accepted the campaign offer or requested not to be called again). If you need to prevent the outbound portion of a blended service from making calls, remove all of its calling hours.

Status

Status shows whether the outbound campaign has started or if it is stopped (i.e., ready to run). Click Start or Stop to change the status of the outbound campaign.

Start / Stop Automation

After the campaign has been enabled, it can be started and stopped manually at any time using these buttons.

Note that a campaign also can be started and stopped manually form the Agent Desktop application by a user designated as an operator for this campaign.

In addition, the campaign can be started and stopped automatically using the combination of the From/Until and using hours of operation settings as described below.

From

From indicates the moment from which this campaign can be started automatically based on the service hours of operation defined in the Properties tab.

If specified, the campaign will start automatically at the specified time provided that this time is within the specified service hours of operation. If the specified time is outside of the service hours, the campaign will start automatically at the nearest service opening time following the specified campaign start time.

Note that this parameter controls automatic campaign start only. Even if it is defined, the campaign can still be started earlier manually.

using hours of operation

By default, the campaign will be run automatically according to the hours of operation specified in the Properties tab for the given outbound service. If you click this link, you will be taken to the tab where you can modify the service hours.

Note that this schedule reflects the time when the agents of the associated teams will be expected to handle interactions of the given campaign. This schedule is normally defined for the time zone where your contact center is located. The actual calling schedules for various types of phones and other possible time-related calling restrictions are defined in the Calling Hours page relative to the time zone of destination phone numbers.

Until

Until indicates the moment when this campaign will be terminated automatically even if processing of some of the calling records has not been finished or attempted. This setting will not affect the campaign-related calls that may be in progress at the specified time.

Note that this parameter controls automatic campaign termination only. Even if it is defined, the campaign can still be started or resumed manually later.

Campaign link group

Campaigns of the same type with the same hours of operation, and same assigned agent teams can be linked together so that, when processing of all records of one campaign is finished, the next campaign in the group will be started automatically.

To associate this campaign with an existing group select the group from the list. If there are other campaigns associated with the selected list, the system will ask you to confirm that the type of this campaign, its hours of operation, assigned teams, and skills will be redefined to match the corresponding settings of campaigns already in the group.

The service parameters whose settings are controlled by the link group membership will be highlighted with orange dots.

To remove the campaign from a link group it was previously assigned to, select None from the drop-down menu.

Begin this campaign after

By default, the order in which campaigns in the link group will be activated is determined by the order those campaign were added to the group. You can redefine this order for the given campaign by selecting the preceding campaign from the drop-down menu. If the given campaign shall be processed first, select none (1st).

Preview Options

Screenpop URL

Screenpop URL is the URL of the web page that will be displayed by the Agent Desktop application when the agent receives a preview record. Normally this is a web page that might contain additional information about the calling record. A query string can be added to supply variables for the screen pop. See the group of variables Outbound Target Work Item Parameters in the Scenario Builder Reference Guide.

This parameter is optional. If it is not set, only the customer name and phone number to be dialed will be displayed in the contact panel of the Agent Desktop application.

Note that you can display information from calling records using Activity forms.

In addition, the specified web page will be displayed in the Context Information Area of Agent Desktop. This area is not shown when Agent Desktop is run minimized using the Pop-out function. Thus, when using URL screen pop, consider disabling agents' privilege Force pop-out phone window.

Screen-popping CRM URLs

When configuring the general properties of your preview campaign, you can enable specific Salesforce or Zendesk URLs to be screen-popped to the Agent Desktop.

For Salesforce Classic, Salescloud, and Lightning:

1. In the Screenpop URL field of Preview Options, enter the object ID (e.g., $(workitem.otherInfo.SalesforceID)).

For Zendesk:

1. In the Screenpop URL field of preview service, enter the ticket URL with the Zendesk ID (e.g., tickets/$(workitem.otherInfo.ZendeskID)).

Start dialing first number automatically

By default, agents dial numbers from list records manually. Select this checkbox if the first number of the list record shall be dialed automatically after the amount of time allocated for record preview (see option Start dialing after).

Start dialing after

Start dialing after is the amount of time allocated for list record preview. This parameter is essential only if option Start dialing first number automatically is enabled.

Use specific agent assignments for records

Records of the calling lists associated with the given campaign may be assigned to specific agents. If you select this option, any such records will be distributed only to the agents assigned to handle them. For more information, see the description of field type Agent Login ID in section Lists.

Limit manual outbound calls to numbers in lists and record manual call results in campaigns

When enabled, this setting allows manually dialed phone numbers to be included in outbound or blended campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.

Predictive Options

No Answer timeout

If the ring back tone is received, No Answer timeout specifies for how long the system shall wait for an answer before abandoning the call attempt with the disposition No Answer.

Scenario to run when answered

Scenario to run when answered indicates which scenario should be run upon answer. The Default scenario will provide a simple connect to the longest available agent while the calls that are not connected to agents within the specified Unattended call timeout (see below) will be terminated.

Bright Pattern Contact Center provides a scenario template called Predictive Telemarketing Campaign that serves as an example of how unattended calls can be treated in a compliant manner (according to the current FCC regulations).

Detect voice before connection

This indicates whether, upon answer, the system shall wait to detect voice before connecting this call to an agent. Deselect this checkbox if the calls should be connected to agents immediately upon answer.

Detect answering machine

Detect answering machine indicates whether upon voice detection the system shall try to distinguish live voice from an answering machine greeting or other prerecorded announcement. This setting is essential only if the Detect voice before connection setting is enabled (see above). Deselect this checkbox if the calls should be connected to agents immediately upon detection of a voice.

Wait for beep when detecting answering machine

This indicates whether the “announcement vs. answering machine” decision shall be based on detection of a beep sound after the speech segment. (If disabled, disposition Announcement will be used for all long speech messages.) It is essential only if the Detect answering machine setting is enabled (see above).

Record CPA phase of call attempts

Record CPA phase of call attempts indicates whether the Call Progress Analysis (CPA) phase of the campaign calls shall be recorded. Such recordings are stored in separate audio files and can be used to verify reaction of the system to various call attempt outcomes. CPA recordings can be checked using the Quality Management playback function and also exported for offline analysis.

This option is visible and available to you only if specifically activated for your contact center at the service provider level.

Unattended call timeout

Unattended call timeout specifies for how long, from the moment a call is answered by the called party, the default scenario will wait until terminating this call. Note that this setting only applies if the <<Default scenario>> is selected as the scenario to run when answered.

If you apply any other scenario to process answered call attempts (i.e., select anything other than <<Default scenario>> as the scenario to run when answered), you should set the unattended call timeout as the last interval of the Find Agent block of the given scenario. You should also define the action applied to such unattended calls when the timeout expires as the conditional Time Out exit of the given block.

Bright Pattern Contact Center provides a scenario template called Predictive Telemarketing Campaign that serves as an example of how unattended calls can be treated in a compliant manner (according to the current FCC regulations). In this scenario template, the interval of the Find Agent block is set to 0-2 seconds and its Time Out conditional exit starts an IVR script that introduces the caller and provides the called party with an opt-out option.

Maximum dropped calls (reporting threshold), %

This setting is reserved for future use.

Dialer Aggressiveness

Target occupancy, %

This setting is used in Predictive mode only.

Target occupancy specifies the target occupancy for the agents participating in this campaign that will be used by the predictive algorithm to calculate the dialing frequency. Occupancy is defined as the time spent handling calls relative to the time total working time--that is, (Busy Time + ACW Time) / (Busy Time + ACW Time + Ready Time) * 100.

Changes in the target occupancy of a running campaign will take effect immediately. Such changes may be necessary in order to observe compliance with the telemarketing law for maximum percentage of unattended calls (also known as abandonment rate). The percentage of unattended calls can be monitored in real time (see section General Campaign Metrics View of the Supervisor Guide) and/or historically (see section Telemarketing Compliance Report of the Reporting Reference Guide).

Initial Overdial Rate, %

This setting is used in Predictive mode only.

Initial Overdial Rate, % specifies the percentage of call attempts that will be made for this campaign relative to call attempts that are expected to be answered. This configured value will determine the dialing frequency at the start of this campaign. For example, if you expect only every second attempt to be successful, you can set the initial overdial rate to 200%, and the system will initially make twice as many call attempts as there are agents in the Ready state.

Note that this setting is an inversion of the Estimated Success Rate (ESR), which was used in the product prior to Bright Pattern Contact Center version 3.10 for the same purpose. The ESR is defined as the expected percentage of call attempts that will be answered relative to all call attempts that will be made for this campaign; thus, if you upgrade from a previous version of Bright Pattern Contact Center and the ESR for a particular campaign was set to 50%, you will see the Initial Overdial Rate for this campaign set to 200%. (The ESR is displayed as a read-only value next to it.)

Once the system has accumulated enough statistics for dial frequency prediction, the configured Initial Overdial Rate value will be replaced with the actual overdial rate calculated and constantly updated in real time.

You can reset statistics used in calculation of the actual success rate and reapply the configured Initial Overdial Rate value at any time during campaign operation by clicking the Reset statistics button.

Limit manual outbound calls to numbers in lists and record manual call results in campaigns

When enabled, this setting allows manually dialed phone numbers to be included in outbound or blended campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.

Progressive Options

No Answer timeout

If the ring back tone is received, No Answer timeout specifies for how long the system shall wait for an answer before abandoning the call attempt with the disposition No Answer.

Scenario to run when answered

Scenario to run when answered indicates which scenario should be run upon answer. The Default scenario will provide a simple connect to the longest available agent while the calls that are not connected to agents within the specified Unattended call timeout (see below) will be terminated.

Bright Pattern Contact Center provides a scenario template called Predictive Telemarketing Campaign that serves as an example of how unattended calls can be treated in a compliant manner (according to the current FCC regulations).

Detect voice before connection

This indicates whether, upon answer, the system shall wait to detect voice before connecting this call to an agent. Deselect this checkbox if the calls should be connected to agents immediately upon answer.

Detect answering machine

Detect answering machine indicates whether upon voice detection the system shall try to distinguish live voice from an answering machine greeting or other prerecorded announcement. This setting is essential only if the Detect voice before connection setting is enabled (see above). Deselect this checkbox if the calls should be connected to agents immediately upon detection of a voice.

Wait for beep when detecting answering machine

This indicates whether the “announcement vs. answering machine” decision shall be based on detection of a beep sound after the speech segment. (If disabled, disposition Announcement will be used for all long speech messages.) It is essential only if the Detect answering machine setting is enabled (see above).

Record CPA phase of call attempts

Record CPA phase of call attempts indicates whether the Call Progress Analysis (CPA) phase of the campaign calls shall be recorded. Such recordings are stored in separate audio files and can be used to verify reaction of the system to various call attempt outcomes. CPA recordings can be checked using the Quality Management playback function and also exported for offline analysis.

This option is visible and available to you only if specifically activated for your contact center at the service provider level.

Unattended call timeout

Unattended call timeout specifies for how long, from the moment a call is answered by the called party, the Find Agent block of the applied scenario (see Scenario to run when answered above) will wait for an available agent before processing it in the manner defined by the conditional exit Time Out.

Note that the Default scenario will terminate such calls.

Bright Pattern Contact Center provides a scenario template called Predictive Telemarketing Campaign that serves as an example of how unattended calls can be treated in a compliant manner (according to the current FCC regulations).

Maximum dropped calls (reporting threshold), %

Enter the maximum percentage of allowable dropped calls.

Progressive Power Dialing

Overdial Rate, %

This setting is used in Progressive mode only.

Overdial Rate, % specifies the percentage of call attempts that will be made for this campaign relative to call attempts that are expected to be answered. This configured value will determine dialing frequency for the duration of the campaign. For example, if you expect only every second attempt to be successful, you can set the initial overdial rate to 200%, and the system will make twice as many call attempts as there are agents in the Ready state.

Setting the Overdial Rate to 100% (default) practically means that for any answered call, there will be an agent available to accept it.

Limit manual outbound calls to numbers in lists and record manual call results in campaigns

When enabled, this setting allows manually dialed phone numbers to be included in outbound or blended campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.

Automatic (IVR) options

Max concurrent calls

This option specifies how many calls can be in progress simultaneously.

No Answer timeout

If the ring back tone is received, No Answer timeout specifies for how long the system shall wait for an answer before abandoning the call attempt with disposition No Answer.

Scenario to run when answered

Scenario to run when answered indicates which scenario should be run upon answer. Note that for Automatic (IVR) mode, the scenario containing a recorded IVR message should be explicitly defined.

Detect voice before connection

This option indicates whether upon answer the system shall wait to detect a voice before connecting this call to an agent. Deselect this checkbox if the calls should be connected to agents immediately upon answer.

Detect answering machine

Detect answering machine indicates whether, upon voice detection, the system shall try to distinguish the voice from an answering machine greeting. It is essential only if the Detect voice before connection setting is enabled (see above). Deselect this checkbox if the calls should be connected to agents immediately upon detection of a voice.

Wait for beep when detecting answering machine

This option indicates whether the “announcement vs. answering machine” decision shall be based on detection of a beep sound after the speech segment. (If disabled, the disposition Announcement will be used for all long speech messages.) It is essential only if the Detect answering machine setting is enabled (see above).

Record CPA phase of call attempts

Record CPA phase of call attempts indicates whether the Call Progress Analysis (CPA) phase of the campaign calls shall be recorded. Such recordings are stored in separate audio files and can be used to verify the reaction of the system to various call attempt outcomes. CPA recordings can be checked using the Quality Management playback function and also exported for off-line analysis.

This option is visible and available to you only if specifically activated for your contact center at the service provider level.

Limit manual outbound calls to numbers in lists and record manual call results in campaigns

When enabled, this setting allows manually dialed phone numbers to be included in outbound or blended campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.

Outbound - Calling Hours

This section describes the campaign calling hours that are configured in the Calling Hours section of the Services and Campaigns Outbound tab.

Calling hours determine time intervals within which calls to specific destination phone numbers can be made. All hours defined in this tab are specified for the time zone of the destination number to be called.

Note that campaigns also have general hours of operation. See the description of the property using hours of operation of the General tab. Note that hours of operation are defined in the time zone where your contact center is located.

Calling Hours Configuration

Calling Hours table

This table defines calling schedules for phones of specific types and the order in which phones of different types will be called within each such schedule. For example, you can define that only mobile numbers will be called during the day, while during the evening hours, home phone numbers will be called first, and then mobile phones will be tried.

Note that specification of calling schedules is mandatory. That is, you must define a schedule even if the associated calling lists contain only one type of phone. Note also that the system does not check whether these hours fit within the general campaign’s hours of operation specified by Start/Stop Automation settings of the General page.

To define a schedule:

1. Click add schedule in the Hours column.
2. Select a calendar.
3. Specify the calling hours. (See section Calendars for more information. A schedule can have several calendars, each with its own hours of operation.)
4. Click add to add another calendar (if desired).

To apply the schedule to a particular phone type:

1. Click add in the Phones to call, by preference column. The drop-down menu that appears will contain the phone types from the list(s) associated with this campaign.
2. Select the phone type to which this calling schedule will apply. The same schedule can be used for multiple phone types.
3. Click add again to add another phone type to the same schedule.

Note that the order in which phones of the same record will be called within the given schedule is determined by the order in which they appear in this list. You can change the original order at any time by dragging a phone type to a new desired location in the list.

Repeat these steps to create additional schedules.

For the USA, Canada, Mexico, Brazil, Russia, Indonesia, and Australia, the adjustment of calling hours for time zones of destination numbers is performed using area codes. For all other supported countries, adjustment is performed using the country code only. Thus, in order for any restricted calling hours to work properly, destination phone numbers must start with a country code. In other words, unless the campaign is set to be open 24/7, any numbers without a country code will be skipped. Note that a country code can be added to imported numbers automatically as part of the list import process.

For the list of countries for which the adjustment of calling hours is currently supported, see section Countries, Codes, and Time zones. Note that if a number in the calling list begins with a calling code that is not on that list, it will be dialed only if (1) the campaign calling hours for the corresponding phone type are set to 24/7, and (2) the Comply with State calling hours checkbox (see below) is not selected.

Use safe calling hours

Select this checkbox to enable an additional time zone check using the postal code.

Without the Use safe calling hours option selected, the adjustment of calling hours for time zones of destination numbers is performed using the area codes only. If this option is selected, both the time zone associated with the area code and the time zone associated with the postal code is checked. If they are the same, this option does not have any special meaning. If they are different, calling the corresponding number will take place only during the “safe” window (i.e., when the campaign is open in both time zones).

Note: This setting currently works only for US zip codes.

Comply with State calling hours

Many countries impose restrictions on the hours when consumers can be called by businesses. In some countries, such restrictions may differ from one state/province to another. For information about configuring state- and nation-wide calling hour restrictions, see section State Calling Hours.

Select this checkbox if you would like to observe the configured State Calling Hours while making calls for this campaign. If this checkbox is selected, the country/state information of the calling list record will be checked against the configured hours, and the call attempt will only be made if the current day and time fit within the permitted calling window.

Note that the system first looks for state information in the list field of the State/Column type. If this field is absent/undefined, the system will try to look up the state information using the value of the Postal Code field. Area codes are not used to determine state information.

To review and/or change the configured restrictions, click the State calling hours link.

Outbound - Dial Rules

This section describes the campaign dial rules that are configured in the Dial Rules section of the Services and Campaigns' Outbound tab.

The dial rules put limits on the number of call attempts, as well as specify actions that are to be taken with respect to records that have not been finalized within a current dialer's pass through the calling list. (A pass is a part of the campaign during which the dialer tries all dialable records in associated calling lists.)

During each pass, the dialer selects records from enabled lists associated with the given campaign, taking into account the following factors (in the order of priority):

1. List order (if multiple lists are assigned to the campaign)
2. Dialing ratio (if multiple lists are assigned to the campaign with the same list order)
3. Records marked as priority records within the list. Note that the priority setting only affects the first attempt to dial the record; for any possible subsequent attempts, the prioritized record will be treated as a regular record. Priority of records also may be set to expire after a specified time period.
4. Rescheduled records that are due for the next call attempt. Note that rescheduling may be defined as a window (i.e., have both the start and end time). When the end time is reached, the record is no longer treated as a rescheduled one (even if it could not be called during its reschedule window) and becomes a regular record processed in the general sorting order.
5. Sorting order configured for the list within the given campaign.

The above general record selection order may be further affected by the Perform full passes through list setting.

Dial Rules Page Settings

Maximum attempts per record

This setting specifies the maximum number of calling attempts for one list record within the campaign. If the specified number of attempts for a particular record is reached, it will not be attempted again. If the calling record has only one number, the record disposition in this case will correspond to the disposition of the last call attempt. If the record contains multiple phone numbers and they are tried during the campaign, the disposition in this case will be set to No numbers left to call.

Maximum attempts per number

Maximum attempts per number specifies the maximum number of calling attempts for the same phone number within a record.

Attempt all numbers in record first

Use this setting to redefine the order in which multiple phones of the same record will be dialed relative to the other records of the same list.

By default, the Dialer will pull a number of records into memory for dialing. By choosing the option to Attempt all numbers in record first, the dialer will attempt the subsequent numbers on the already attempted records, before pulling additional new records into memory for dialing, assuming there are no additional changes to consider (i.e., new agents have been added to the pool and the and initial records in memory must be extended).

Without the Attempt all numbers in record first option selected, the dialer will dial through all records on first number before attempting to dial on any subsequent numbers in the record.

Perform full passes through list

By default (with the checkbox selected), during a dialer’s pass through a calling list, each dialable record is attempted once. That is, once the dialer starts a pass, it will select records for dialing one by one according to the specified sorting order until it reaches the end of the list. After that, the next pass through the list will begin. Thus, if the list is updated incrementally, new records may or may not be called during the current pass depending on their position in the list (which is determined by the applied sorting order). This default setting can be recommended when all records in the associated calling lists have relatively similar value and it is important that all of them are attempted during the given campaign.

With the checkbox unselected, the dialer will always look for the next dialable record from the top of the list. This may be desirable when new records are added periodically to an active calling list and the sorting order is used to define relative value of records within that list (e.g., more recent leads have a higher conversion rate). This setting guarantees that new high-value records appearing at the top of the list will be attempted as soon as they are added to the list. Note that in this case the end of the list may never be reached (e.g., with a long original list, frequent updates, and/or large number of high-value records in those updates).

To further illustrate how this option works, consider the situation where you add new records to a list in a running campaign and, according to the specified sorting order, they are positioned at the top of the list:

• With this checkbox selected (default), the dialer will finish the current pass first and the new records will be called only on the next pass through the list.
• With the checkbox unselected, the dialer will start calling these new records immediately.

List of dial rules by disposition

This list contains the dispositions that are defined for the given outbound campaign and indicate that the record processing within the campaign has not been finalized. (These include any system dispositions indicating unsuccessful interaction processing with possible subsequent attempts as well as any custom dispositions of type Continue.)

Default actions are provided for all such dispositions. For custom dispositions of type Continue, the default action is Reschedule (24h). To modify the default action for a particular disposition, double-click the corresponding table row and specify the desired action in the Edit Dial Rule dialog that appears.

Edit Dial Rule Dialog Settings

To edit a Dial Rule, double-click on any entry in the list. Double-clicking brings up the Edit Dial Rule dialog window with the following settings to specify.

Disposition

Disposition displays the selected disposition. It is read-only.

Retry

Retry indicates whether the called phone number shall be retried within a short period of time. Retries are to be used for dispositions indicating attempt failure due to a short temporary condition (e.g., Busy or Phone network unavailable). Such retries are considered to be part of the same calling attempt. Select the checkbox to enable retries for the given disposition.

Maximum retries

This is the maximum number of retries per calling attempt. Maximum retries must be specified if the Retry option is selected.

Retry interval

Retry interval is the period of time in minutes between retries. It must be specified if the Retry option is selected.

Action

Action is what will be applied when a calling attempt produces the selected disposition. The following types of actions are available:

• Run scenario: A specified scenario will be applied to this call attempt. This can be used, for example, to leave a prerecorded message on the customer’s answering machine. Note that this action will work:
  • Only for Predictive/Progressive and Automatic campaigns
  • Only for call attempts that received an answer from the called party (i.e., a scenario cannot be run for call attempts that received Busy or No Answer)
  • And only if such answered call attempts do not result in connections to agents (i.e., a scenario can be run for an automatically detected Answering Machine, Fax, or Silence)

In the above example, if an answering machine is recognized automatically, the call can be further processed by the specified scenario. If the call was connected to the agent, and the agent set the disposition to "Answering Machine," the scenario will not be automatically applied; however, the agent can transfer this call to the scenario manually.

• Stop calling number: No more attempts to call this number within this campaign will be made.
• Stop calling number for all campaigns: This number will no longer be attempted as part of the calling list where it is defined.
• Stop calling record: All attempts to call any number from this record within this campaign will be stopped.
• Wait: Processing of the corresponding record will continue according to the general dial rules for this campaign. If, according to the general dial rules, the record should be dialed again, the next attempt will begin no sooner than the specified Min wait time. The delay is introduced to avoid immediate repeated attempts to call same records in small or nearly completed calling lists.
• Reschedule: Another calling attempt for this number within this campaign will be scheduled. If this disposition is visible to agents, they will be able to schedule the next call attempt manually. For records with multiple phone numbers, note the following:
  • If a new call attempt is scheduled manually, this attempt will be made to the number specified by the agent. Until then, all other numbers in the record will be ignored.
  • If a new call attempt is scheduled automatically, processing of other numbers in the record will depend on the setting for "Attempt all numbers in record first" option (see above). If this option is selected, the system will still attempt all numbers in the record that follow the number for which the rescheduling was performed (as specified in the campaign's calling hours). Otherwise, all such numbers will be ignored until the rescheduled attempt is made.

Min wait time

See the description of the action Wait.

Reschedule interval

Reschedule interval is the amount of time in hours in which another attempt to call this number will be made if Action is set to Reschedule. Note that manual rescheduling takes priority over the default reschedule interval specified here.

Scenario

This is the scenario that will be applied to the call attempt. It must be specified if Action is set to Run scenario.

Outbound - DNC

This section of the Services & Campaigns Outbound tab is used to specify the Do Not Call (DNC) lists against which the calling records to be dialed during the given campaign will be checked. Records whose elements match corresponding elements of any of the specified DNC lists will not be dialed. For more information, see section Do Not Call Lists.

To add a DNC list:

1. Log in as Admin to the Contact Center Administrator application.
2. Navigate to Campaigns & Services > Outbound Voice Service > Outbound > DNC.
3. Click add.
4. Select the desired DNC List from the drop-down menu.
5. Specify the disposition that will be attached to the call attempts whose phone numbers match numbers in this DNC list.

If the campaign is part of a campaign link group, the selected DNC list can be applied automatically to all other campaigns in the link group. To indicate that the list shall apply to all campaigns in the link group, select the apply to all campaigns in link group checkbox.

When selecting an internal DNC list, note that by default, agents will be able to add new numbers to this list during the given campaign (e.g., upon request of the called party). If you wish to block this capability, deselect the append OK checkbox.

Outbound - Diagnostics

This section of the Services & Campaigns Outbound tab can be used to verify the correctness and completeness of campaign configuration. The system checks the elements of the current campaign configuration and indicates potential problems. For the recommended process of outbound campaign configuration, see section Outbound Campaign Configuration.

You can refer to this Diagnostics page at any time during the campaign configuration process. For elements that are not configured yet or should be corrected, clicking edit will take you to the application screen where the corresponding configuration tasks can be accomplished. Remember that clicking edit takes you away from the Diagnostics tab, and you will have to either click your browser's Back button to get back to it or navigate back to the Diagnostics tab again.

Note that this page also can be consulted in case of problems with campaigns that are already running, as some of such problems can be caused by dynamic configuration changes.

As shown, you can see examples of the type of completeness checks provided by the Diagnostics tab. The problem is described in detail, and the edit link brings you to the page to fix it:

Note that you will not necessarily see those same configuration checks in your system; those given are to be used as examples only. The fewer configuration checks you see, the better. When you open the Diagnostics and it appears to be empty, then you know that your campaign configuration is OK.

Lists

Lists contain destination data for automated outbound dialing. Each list record provides information about a single destination, and typically includes customer’s name, at least one telephone number, and other information specific to the dialing purpose. For example, lists used in a satisfaction survey campaign may include information about products purchased by the customers. Lists are used in outbound and blended services as discussed in section Services and Campaigns - Lists Tab.

List data is deleted from the calling list database automatically when the

• corresponding list object is deleted from configuration
• list is updated with new content via periodic import with the update policy set to replace list data

To work with lists, select the Lists option from the root menu. To import and configure a new list, click the button with the “+” sign. A list import wizard will open.

List Import

The list import wizard screens and properties are described as follows.

List Type screen

Select list type

Select the method that will be used to import data to this list: a file or Salesforce.com query. For the latter, you must have a Salesforce.com integration account configured in your system.

For detailed instructions on importing data from a Salesforce.com application see section Importing Calling Lists and Exporting Campaign Results of the Salesforce.com Integration Guide.

Name and Source screen

Data source

Data source is the source of data for this list. To upload a file from a local source, select Upload, click Browse, and select the data file. You can use results of previous campaigns, filtered by disposition if necessary, as the source of your list data.

To obtain data from an external source, select the transfer protocol (FTP or SFTP), and specify the address (URL), Username, and Password.

Note that only plain text list files (.CSV or fixed width) are supported as sources for list data. This setting is specified for list type File only.

List name

The list name is mandatory and must be unique within the contact center. The name of the selected data source is offered as the default name.

List format

If you want the format of a list to be based on the format of one of the previously imported lists, select the desired list format from the drop-down menu. Using an existing list format can save you time while going through the subsequent import steps, especially the Fields wizard screen.

If you need to review the desired format before assigning it, close the wizard, locate the desired format in the Format column of the list view, select the corresponding list, and click the view link in the Properties tab.

Note that if you select an existing list format but decide to introduce some changes for the imported list (e.g., change some field names), then upon completion of the wizard, you will be prompted to save these changes as a new format.

If you wish to create a new format using the layout of the imported list, select Create new format. This setting is specified for list type File only.

Salesforce.com integration account

The Salesforce.com integration account is what will be used to obtain Salesforce.com data for this list. This setting is specified for list type Salesforce.com only.

SOQL query to select object for list

Use this field to specify the query for selecting Salesforce.com records for this calling list. The query must be written in the Salesforce Object Query Language (SOQL). Note that the records must contain object identifiers and have at least one phone number.

This setting is specified for list type Salesforce.com only. Note that there is a 30 second timeout on the Bright Pattern Contact Center side to begin receiving data from SFDC after the SOQL query is submitted.

Format Type screen (for list type File only)

Delimited

Select Delimited if a character, such as comma or tab, separates each field in the imported data

First line contains field names

Select this checkbox if the first line of the imported data appears to contain column headings. Field names are case insensitive starting from version 3.13. This means field names that differ in case only refer to the same field.

Fixed width

Select this option if fields of the imported data appear to be aligned in columns with spaces between each field.

Input file encoding

The Input file encoding option lets you select the encoding used by the source file. Initially, the UTF-8 encoding is assumed by default. If you select another encoding during a list import, the selected encoding will become the new default for subsequent list imports.

Format Options screen (for list type File only)

Delimiter

Select the character that is used to separate each field in the imported data. If the delimiting character is anything other than the comma, tab, or semicolon, use the Custom option to specify the character. When the correct delimiter is selected, the preview should show the imported data arranged as a table.

Fields screen

Do not import field (skip)

This field indicates whether the selected field is to be imported. Select this checkbox if the data in the selected field is not essential for any contact center operations (i.e., will not be used for dialing, analyzed in a scenario, or displayed for agents) and does not need to appear in campaign results.

Type

Specify the type of data that the selected field contains. If the type of data is anything other than the data types predefined in the drop-down menu, select Other. Note that at least one field of the imported list must have type Phone.

If the first row of the imported data contains column names, the wizard will try to automatically set field types according to matching column names (e.g., a column titled State will be set to field type State). You should review all name-type pairs to make sure the mapping is correct.

Possible uses of the available field types are described as follows.

Account

Account can be used for a field that contains a customer identifier. If defined, the value from this field will be stored as part of the history of all calls initiated by the corresponding calling record and can be used as a selection criterion in interaction record search. Unique account numbers can also be used as calling record keys (see below). A list can have only one field of this type.

Agent Login ID

Agent Login ID can be used to assign list records to specific agents. This may be useful, for example, for proactive contacts within established business relationships where clients might expect/prefer to be contacted by business representatives that they are familiar with. Note that such personal record assignments are used in preview campaigns only. When a list with records assigned to specific agents is used in a predictive, progressive, or automatic/IVR campaign, all such assignments will be ignored.

Caller ID

If calling records contain numbers that should be displayed as caller IDs when dialing corresponding records during campaigns, use the field type Caller ID for the field that contains these numbers. Use of these numbers as Caller IDs for a particular campaign is enabled by the campaign's Caller ID settings (option From list field of type “Caller ID”, otherwise default). Note that your service provider may or may not allow use of arbitrary caller ID numbers for your outgoing calls. If use of arbitrary caller IDs is not available to you, the number specified in the calling record will be used only as a caller ID if it matches one of the access numbers assigned to your contact center; otherwise, the specified default number will be used. When using this field to specify caller IDs for your campaign, be sure to check all legal requirements and restrictions for what can be sent as a caller ID in the jurisdictions where you operate.

Company

Company can be used when calling record contains a company name.

Date/Time

If the calling list is based on customers’ callback requests (opt-in callback list), your local telemarketing regulations may require that such callbacks are made within a specific number of days. In this case, the imported list will typically have information about when the callback request was made. Use the field type Date/Time for this information. Fields of the Date/Time type cannot be used to set campaign quotas.

Date/Time - schedule call at

Date/Time - schedule call at can be used to provide, during list import, information about when this record needs to be called. It can be used to define the exact moment of time when this record needs to be attempted.

Note that the call will happen as close to the specified date and time as possible; the system will make the best attempt. Safe calling hours are not ignored. If the date and time are in the past at the time of list load, the field contents are ignored.

Encrypted data

Encrypted data can be used to store sensitive information that must be stored encrypted and only be presented in clear text to the agent who will be processing the record in case of a successful call attempt. Note that the encrypted data cannot be not automatically processed by the system, and thus, may not include any information used for campaign automation, such as phone numbers, zip codes, states, or any information that is used to set campaign quotas. If you do not see the Encrypted data field type, the data encryption function is not enabled for your contact center by the service provider.

First name

First name is the person's first name.

Integer

Integer is intended for fields with semantically numeric data (e.g., person's age or account balance) that may be used to set a campaign quota.

Last name

Last name is a person's last name.

Other

Other can be used for fields that do not fall into any specific field type uses outlined here.

Phone

Phone should be set for fields with phone numbers that may be dialed during a campaign. A list must contain at least one field of this type.

Postal code

Postal code is a person's postal code. This must be present if the Use safe calling hours option is desired.

Priority

Priority can be used to indicate that the record shall be attempted as soon as possible relative to other records within the same list. This can be useful, for example, in order to give calling priority to the most recent web leads that tend to be most effective when followed up on immediately. A record will be treated as a prioritized record when its priority field is set to any value other than empty string, zero, "no", or "false". The priority setting only affects the first attempt to dial the record; for any possible subsequent attempts the prioritized record will be treated as a regular record. Priority of records can also be set to expire after a specified time period (see property Priority expires after).

State/Province

State/Province is a person's state/province. Either this field or the Postal code field must be present in the calling records in order to observe mandatory State Calling Hours.

Name

If the first line of the imported data contains column headings, these headings will be used as the default field names. Otherwise, default names Field1, Field2,…, FieldN will be assigned. Use this option to change the default field name if necessary. Field names are case-sensitive, which means that field names that differ in case only refer to the same field.

Required Field

Required Field indicates that the data in this field is required. If selected, the import process will not skip records that have no data in this field.

For all fields of the Phone type, this checkbox is preselected automatically. You can unselect it manually for any phone field that is optional. Remember, however, that at least one field of the imported list must have the type Phone.

For lists of the Salesforce.com type, field ID is preselected automatically and cannot be unselected.

Searchable Field

Searchable Field indicates this field may be searched for in the Agent Desktop application when associated with a custom Activity History field that is included in a screenpop activity form. For more information, see section Activity Forms.

The numbers are in the format for

This setting is displayed for the fields of type Phone only.

If all phone numbers in this field are within the USA and/or Canada, select United States and Canada. In this case, the numbers in this field will be processed according the following rules:

• If a number begins with “+” or “011”, it will be kept as is.
• If a number begins with “1” and has eleven digits, it will be kept as is.
• If a number does not begin with “1” and has ten digits, “1” will be prepended.
• In any other case, the record will not be imported.

If some or all numbers in this field are from countries other than the USA or Canada, select Other countries or multiple countries. In this case, the numbers in this field will be processed according the following rules:

• If a number begins with “+”, it will be kept as is.
• In any other case, the number will be assumed to begin with a country code and also kept as is unless modified using the Remove prefix or Default country code settings.

Remove prefix

This setting is displayed for the fields of the type Phone only and can be used when the number format is set to Other countries or multiple countries. If phone numbers in this field contain a prefix that must be removed, specify this prefix here. Otherwise, this setting should be left blank.

Default country code

This setting is displayed for the fields of type Phone only and can be used when the number format is set to Other countries or multiple countries. By default, numbers in a field of type Phone are assumed to have country codes included. In this case, you can leave this field blank. Otherwise, specify the country code here; it will be automatically prepended to each number in the given field unless the number begins with “+”.

Note that a country code must be specified for campaigns with any calling hour restrictions and for campaigns where numbers are checked against DNC lists of the following types: Area Code, Geographic (Postal), and Geographic (State/Province).

Time zone

This setting is displayed for the fields of Date/Time type only. By default, the time in this field is assumed to be specified for the time zone indicated in the general settings of your contact center. You can use this setting to specify another the time zone for this field.

Date/Time format

This setting is displayed for the fields of Date/Time type only and allows you to select the format in which the date and time is specified in this field. If you cannot find a format that matches exactly the date/time pattern used in the imported list, use the editable field to specify this format manually, using the Java SimpleDateFormat conventions.

Note that campaign results report timestamps of call attempts in the following format: MM/dd/yyyy HH:mm:ss z Z, where z Z is the time zone (e.g., 11/09/2015 13:59:57 PST -0800).

Order of prioritized records

This setting is displayed for the fields of type Priority only and defines the order in which prioritized records received during list updates will be attempted.

Priority expires after

This setting is displayed for the fields of type Priority only and specifies the time period during which records with a non-empty value of this field will be considered a prioritized record. Upon expiration, priority of these records will be lowered to normal. If you do not wish the priority of a record to expire at all, set this field to 0.

Key screen (for list type File only)

Fields

This screen allows you to select a field, or a combination of fields, whose values will be used as keys (i.e., will uniquely identify records within the list). Only the fields that were marked as Required in the previous wizard step will appear as possible keys. Records with the same key values are considered duplicates, and only one of such duplicate records will appear in the imported list. Keys are also used to reference the campaign results to the original list records.

Save config only

Click this button, instead of clicking Next, if you wish to save only the list format (i.e., the configured field and key information without the actual data). The result will appear as a new list with zero records in the list view.

Import Complete screen

Import results

This screen provides statistics about the imported list, including the number of successfully imported records, as well as the numbers of records that have not been imported for various reasons.

Calling records that contain the same phone number in multiple fields of the Phone type will be successfully imported. The dialer will detect duplicate numbers while processing the list for use in a specific campaign and will only use the number in the first phone field while ignoring that number in all other phone fields of the same record. For example, if a calling record contains the same number in the field Home Phone, which happens to be the fourth field in the record, and in field Mobile Phone, which is the sixth field, the dialer will use this number according to the calling hours set for home phones. It will ignore this number when dialing mobile numbers (or when sending preview records to agents in case of a preview campaign).

Updating Lists

New lists imported via the list import wizard appear in the list view of Lists. You can update these lists manually or set up periodic automatic updates.

Manual List Update

To update a list manually, select it from the list view and click the Add records button at the bottom of the screen. (Note that this function is not available for lists of Salesforce.com type.) A list update wizard appears. Its screens and properties are described as follows.

Name and Source screen

List name

List name is the name of the selected list. It is read-only.

Data source

Data source is the source of data for this list. To upload a file from a local source, select Upload, click Browse, and select the data file. To obtain data from an external source, select the transport protocol (FTP or SFTP), and specify the address (URL), Username, and Password.

Note that only plain text list files (.CSV or fixed width) are supported as sources for list data. Note that the data structure of the selected data source shall correspond to the data structure of the data source used for the original import.

Update Policy screen

replace list data

Select this option if the data from the specified data source shall replace the existing list data. Note the following:

• Any campaign results that may have been associated with the existing list records will be deleted.
• Replacement of existing list data requires internal re-processing of the entire calling list. Thus, if updates with this policy are applied to a list within a running campaign, use of this list within the given campaign will be suspended until list re-processing is complete. The suspension time will depend on the list size and, for long lists, may amount to tens of minutes. Other lists associated with the same campaign will not be affected.

add list data

Select this option if the data from the specified data source shall be added to the existing list data. Note that data records whose keys match with keys of the existing records will not be imported.

Import Complete screen

Import results

This screen provides statistics about the imported list, including the number of successfully imported records, as well as the numbers of records that have not been imported for various reasons.

List Properties and Automated Updates

To view the current content of a list, set up periodic automatic updates, or view the list import/update history, select the desired list from the list view.

Lists screen properties

Properties tab

Name

This is the name of the list. List name is originally defined during the initial list import, but it can be changed at any time. The name must be unique within the contact center.

Format

Format is the name of the format that this list is based on. It is read-only. (The format is selected or defined during the initial list import.)

To review the format, click the view link. A new dialog window will open with description of all fields defined within this format. For more information, see description of the Fields screen of the List Import Wizard above. If any activity forms are mapped to lists based on this format, this view will also show the mapping between the form fields and list fields.

For lists of the Salesforce.com type, the window will also show the SOQL query that is used to extract the list records from the Salesforce.com application. While you cannot change the field composition or formatting, you can modify the data selection criteria for these fields (i.e., any condition in the WHERE part of the query). To do so, hover over the SOQL query and click EDIT. The new selection criteria will be applied upon the next list update.

Campaigns

Click add to associate this list with one or more campaigns. For additional configuration options related to use of the list within the associated campaign, select this campaign in the Services and Campaigns list view and open the Lists tab.

Expire records

You can set the list records to expire in a specified number of days. If a record expires before it is completed according to the regular campaign dial rules, its processing within campaign will be finished with the predefined disposition Record Expired.

To set the records of the given list to expire, select the checkbox, specify the Expiration period, and indicate the starting point from which this period will be counted:

• To count from the date when records appear in the system (either via the initial list import or subsequent list updates), select Count expiration period since record insertion. This expiration mechanism can be used to comply with your local telemarketing regulations that may require periodic scrubbing of calling records against national or state-wide do-not-call lists, after which any unmatched numbers are considered to be good for dialing over a certain period (e.g., 30 days for numbers added to the US National Do-Not-Call Registry or 15 days for numbers ported to mobile phones).
• To count from the date specified in the calling record itself, select Count expiration period using date in record. This expiration mechanism can be used for calling lists that are based on customers’ callback requests (opt-in callback lists) if your local telemarketing regulations require that such callbacks are made within a specific number of days.

Expiration period

Expiration period is the number days in which the records of this list expire. See the description of the Expire records setting for more information.

Expiration field

Expiration field is the field of the calling list that will be used to determine when the callback request was made, which is necessary in order to calculate when it expires. Only fields of type Date/Time are available for selection as expiration fields. This setting is essential if you have selected the Count expiration using date in record option. See the description of the Expire records setting for more information.

Periodic Import

To set up automatic periodic updates for this list, click edit.

In the dialog that appears:

1. Specify the protocol (FTP or SFTP), URL with file name, FTP Username, and FTP Password; this setting is specified for lists of File type only.
2. Select the Start date and time of the first update and specify the desired Import interval.
3. Select the desired Update Policy. (Note that the replace list data policy may suspend use of this list within a running campaign for the time it takes to re-process the list.) This setting is specified for lists of the File type only.
4. Click OK.
5. Once these parameters are defined, select the Enabled checkbox to activate periodic import.

For lists of the Salesforce.com type, new records matching the original SOQL query will be added to the list during each update, while any records that may have been removed from Salesforce will be disabled in the list. If there are campaign results available for such disabled records, they will be preserved.

For lists of the 'Salesforce.com type, there is a 30-second timeout on the Bright Pattern Contact Center side to begin receiving data from SFDC after the SOQL query is submitted.

You can also run import with the above settings at any time by clicking Run import now.

Contents tab

List pane

The List pane shows the entire content of the list. It is read-only.

Record pane

The Record pane shows the content of the record selected from the List pane. It is read-only.

Timestamp

Timestamp is the timestamp of the operation.

Errors is the total number of records that were not imported due to various errors (missing required fields, duplicate keys, incorrect format).

Operator

Operator is the username of the user who performed this operation.

Comment

Comment is the operation result.

Log Tab

Timestamp

Time stamp of the operation

File

Name of the list data source file

Direction

Type of the operation (IN for import/updates, EXP for export of campaign results)

Number of records

Total number of successfully imported/exported records during this operation

Errors

Total number of records that were not imported due to various errors (missing required fields, duplicate keys, incorrect format)

Operator

Username of the user who performed this operation

Comment

Operation result

Do Not Call Lists

Do Not Call (DNC) lists contain data about destinations that may not be called during outbound calling campaigns. At the configuration stage, one or more DNC lists may be associated with a campaign. When the campaign is started, records from the campaign’s calling lists are checked against the DNC data, and if a match is found, the number or the entire record is skipped.

For more information about associating DNC lists with campaigns, see the description of the DNC screen of the outbound campaign settings.

To view and edit DNC lists, select the Do Not Call Lists option from the root menu.

When you click the button with the “+” sign to configure a new DNC list, you will be first prompted to select the list type. The set of properties that you will have to configure will depend in part on the DNC list type.

Note that you can import your existing data for DNC lists of all types except Geographic (State/Province). To import list data, click the import button and select a file to upload.

Settings

The Do Not Call Lists screen properties are organized into several tabs: Properties, Contents, and Log. The screen properties are described as follows.

Properties tab

Name

Name is the name of the DNC list. A mandatory field, the name must be unique within the contact center.

Type

Type is the type of this DNC list. It is mandatory, and once specified, it cannot be changed.

The following types of DNC lists are supported:

• Internal: A list of phone numbers created and maintained within your contact center; numbers are added to this list when agents participating in an outbound or blended service finish call processing with disposition Add to DNC; numbers in the calling records that match numbers in DNC lists of this type will not be dialed (but the record itself may continue to be used if it has other numbers in it)
• Geographic (Postal): A list of postal codes; if a postal code of a calling record matches a postal code in this type of DNC list, processing of this calling record within the given campaign will stop. Please note that for this type of DNC you need to have the proper country selected, and the phone numbers of calling lists used in the associated campaigns must start with a country code.
• Geographic (State/Province): A list of states/provinces; if the state/province info of a calling record matches a state/province in this type of DNC list, processing of this calling record within the given campaign will stop. Please note that for this type of DNC you need to have the proper country selected, and the phone numbers of calling lists used in the associated campaigns must start with a country code.
• Area codes: A list of area codes; if the area code of a phone number in a calling record matches an area code in this type of DNC list, this number will not be dialed (but the record itself may continue to be used if it has other numbers in it). DNC area codes can contain country code only if "Each area code has country prefix" option selected in Country setting, in other case (when Country is selected in DNC settings) area codes in this DNC list should not contain a country code.
• Record Exclusion: A list of identifiers of customer records in calling lists (e.g., customers’ account numbers); if a match is found, processing of this calling record within the given campaign will stop; note that DNC lists of this type can be updated periodically via FTP (see property Periodic Import below); the results of such periodic updates are displayed in the Log tab

List field to match

Select the calling list field that will be used as identifier of customer records that must not be dialed. This property is displayed only for DNC lists of the Record Exclusion type and contains list fields from all available calling list formats.

Country

Country is the country whose postal codes or state/provinces that this DNC list shall contain. This property is displayed for DNCs of types Geographic (Postal), Geographic (State/Province), and Area Codes. Note that default country options include the United States and Japan.

Campaigns

These are the campaigns associated with this DNC list. Such association is typically established as part of campaign configuration. However, if you need to associate a new DNC list with an existing campaign, it may be more convenient to do it directly from this screen.

How to create a new DNC list with an existing campaign:

• Click add
• Select the desired Campaign from the drop-down menu
• Specify the Disposition that will be attached to the call attempts (in case of number match) or to completed records (in case of record match)

If the campaign is part of a campaign link group, the selected DNC list can be automatically applied to all other campaigns in the link group. To indicate that the list shall apply to all campaigns in the link group, select the add all linked campaigns checkbox.

When associating an internal DNC list, note that by default it will be possible to add new numbers to this list during the given campaign (e.g., upon request of the called party). If you wish to block this capability, deselect the append OK checkbox.

To associate a DNC list with all campaigns, click add all and select the desired disposition. To remove all previously established associations, click remove all.

Note that numbers are added to internal DNC lists in the context of active campaigns that the corresponding calls are associated with. Therefore:

• If you use multiple internal DNC lists associated with different campaigns, a number will be added only to the list(s) associated with the campaign within which the corresponding call was handled.
• If you use a blended service, you should keep the outbound portion of this service enabled at all times in order to correctly process the possible do-not-call requests of the customers who call back your campaign. If the outbound portion of your blended service is disabled, numbers will not be added in such situations.

States/Provinces

These are the states/provinces whose phone records must be excluded from outbound campaigns associated with this DNC. This property is displayed for DNCs of type Geographic (State/Province) only. To add a state/province to this list, click add.

Periodic Import

Parameters are specified for the periodic list import. These parameters apply to DNC lists of type Record Exclusion only.

To set up automatic periodic updates for this list, click edit.

In the dialog that appears:

• Specify the protocol (FTP or SFTP), URL with file name, FTP Username, and FTP Password.
• Select the Start date and time of the first update and specify the desired Import interval.
• Select the desired Update Policy (see the description of the List Update Wizard properties for more information about the update policies).
• Click OK.

Once the above parameters are defined, select the Enabled checkbox to activate periodic import.

You can also run import with the above settings at any time by clicking Run import now.

Periodic Reset

Parameters for daily list data reset. These parameters apply to DNC lists of type Record Exclusion only.

To enable periodic reset, select the Reset list data daily checkbox, and specify the desired Reset time.

Contents tab

List view

List view shows the entire content of the DNC list. It is read-only. Note that the view will be different depending on the DNC list type.

• An Internal list displays the numbers, identifiers of the agents who added them, time and date when they were added, and campaigns during which they were added.
• A Geographical (Postal) list displays postal codes and possible free-text notes. To add a postal code to this list, click the “+” button at the bottom of tab view, specify the desired code in the Postal Code field, enter any additional information in the Notes field, and click Apply.
• An Area Codes list displays area codes and possible free-text notes. To add an area code to this list, click the “+” button at the bottom of tab view, specify the desired code in the Area Code field, enter any additional information in the Notes field, and click Apply.
• A Record Exclusion list displays values of the selected field that should lead to record exclusion when matched.

Log tab

The Log tab is for DNC lists of type Record Exclusion only.

Timestamp

This is the time stamp of the operation.

File

File is the name of the imported/reset file.

Operation

The type of the operation is specified here.

Number of records

Number of records is the total number of successfully imported/reset records during this operation.

Operator

Operator is the username of the user who performed this operation.

Notes

The Notes field gives the operation result.

DNC list data is deleted from the calling list database automatically when the corresponding DNC list object is deleted from configuration. Current data of the DNC lists of type Record Exclusion is also deleted when the list is reset or updated with new content via periodic import (where applicable) with the update policy set to replace list data.

Scheduled and In-Progress Tasks

The Tasks view provides a convenient way to see all automated contact center tasks that may have been scheduled for periodic execution, such as periodic report generation or automatic start and stop of outbound campaigns. The tasks whose execution has ended appear in the task log.

To view the tasks that have been scheduled for execution and the ones that are currently being executed, select the Scheduled and In-progress Tasks option from the Tasks menu. The scheduled and progress tasks will appear in the list view in the upper portion of the screen. Depending on the type of the selected task, you may be able to see and edit task information and request an immediate execution of this task.

Scheduled and In Progress Tasks List View Fields

The fields for the Scheduled and In Progress Tasks list view have the following meanings.

Start time

Start time is the date and time when the next execution of the given task is scheduled to take place.

Object Name

Object Name is the name of the object for which this task is executed. For example, for a task of the Campaign trigger type, this field shows the name of the campaign.

Task Name

Task Name is the name of the task being executed.

Number of Attempts

This value is the number of execution attempts.

State

State is the current state of this task, scheduled or in progress.

Progress

For the tasks that are in progress, Progress displays the overall progress of the task execution.

Type

This is the type of task, which can be one of the following:

• Report execution: Periodic report generation and distribution. For more information, see section Scheduled Reports.
• Campaign trigger: Automatic start and stop of an outbound campaign. For more information, see section Outbound - General.
• Campaign results export: Periodic export of results of an outbound campaign. For more information, see section Services and Campaigns - Results Tab.
• Calling list import: Periodic import of a calling list. For more information, see section Lists.
• Import exclusions by account: Periodic import of a Do Not Call list of the Record Exclusion type. For more information, see section Do Not Call Lists.

Step

Step refers to the task step that will be executed at the time specified in Start Time. This parameter may be helpful, for example, for the tasks of the Campaign trigger type, since it shows whether the campaign will be started or stopped at the specified time.

Task Log

To view the task log, select the Task Log option from the Tasks menu. The results of scheduled task execution appear in the log in the chronological order. Note that you can reverse the order by clicking on the Start Time column title, or you can use a different field for sorting.

The fields for the Task Log are shown in columns, and they can be sorted according to state. Task Log fields have the following meanings.

Start time

Start time refers to the date and time when execution of the given task started.

End time

End time refers to the date and time when execution of the given task ended.

Object Name

Object Name is the name of the object (i.e., the service, list, or report) for which this task was executed.

Task Name

Task Name is the unique name given to this task. Previously, this column was called "Resource Name."

Duration

For successful tasks, the Duration column shows the execution time in mm:ss format.

Size (KB)

The Size column shows the task's transfer size in KB. For lists, this is size of the list file sent/received, whereas for reports, it is size of the report. For email, this is the size of the email.

Result

Result is the task execution result, which can be either completed or failed.

Error

The Error column shows the error message if the task has failed.

Type

Type refers to the type of task. See section Scheduled and In Progress Tasks for more information about the task types.

Step

Step refers to the task step that was executed at the time specified in Start Time. This parameter may be helpful for the tasks of the Campaign trigger type, since it shows whether the campaign was started or stopped at the specified time.

General Settings

Case & Contact Management settings allow you to make system-wide changes to how cases and contacts are treated in Agent Desktop. Currently, the General Settings section includes the following setting. Note that the settings shown here apply only to Case & Contact Management, and they differ from the general settings shown in Call Center Configuration.

Automatically mark all cases for follow-up for the creating user

Selecting this checkbox allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents to keep better track of work by preventing important chats and calls from getting lost.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Display contacts and cases for default search results

If this checkbox is checked, when an agent uses the search bar in My Cases, the results display the first 200 cases/contacts, newest first (sorted by creation date/time in descending order). If it is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead. The default setting is checked.

Client Partitions

This section is reserved for future use.

Case Categories

Case categories are the optional labels that may be applied to email messages that are opened on Agent Desktop. Categories help agents to associate each case with a particular topic or level of support.

There are no default categories, as case categories are uniquely named and added to each contact center in this section of Contact Center Administrator. If no case categories are added here, there will be no available categories to apply to email messages in cases.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to case categories, we recommend that all affected logged-in agents refresh their browser page.

How to Add a Case Category

1. Click add.
2. Type the desired name of the category.
3. Select the green checkmark.
4. Click Apply to save your changes.

Agents working on open emails will be able to select from these categories using the Select Category drop-down selector.

Custom Fields

The existing controls on forms can be extended with an option to save the final value of the field in a custom reporting field. Such custom fields are to be used for values that are not already present on default (e.g., account number in a third-party system, or an additional phone number that came in on an incoming call).

Custom fields may be added to Contact, Company, Case, Activity History, and Knowledge Base. To add a new field, click Add and specify the name of the custom field.

Storage for these custom fields is provided in detailed reports. Note that only non-aggregated fields can be selected for storage in detailed reports.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to custom fields, we recommend that all affected logged-in agents refresh their browser page.

Contact

Contact custom fields are used to create unique fields related to contacts. These fields can be used in the Contacts section of Agent Desktop or added to forms in the Form Builder application.

Settings

Name

This is the name of the custom contact field.

Type

The type of field is Text.

Company

Company custom fields are used to create unique fields related to companies. These fields can be used in the Form Builder application.

Settings

Name

This is the name of the custom company field.

Type

The type of field is Text.

Case

Case custom fields are used to create unique fields related to cases. These fields can be used in Scenario Entries or added to forms in the Form Builder application.

Settings

Name

This is the name of the custom company field.

Type

The type of field is Text.

Activity History

Activity History custom fields are used to gather information related to a contact's activities. They also can be connected to Knowledge Base fields. The configuration is defined system-wide, for all articles. By default, no fields are configured to be associated with Knowledge Base articles.

Settings

Name

This is the name of the custom activity history field.

Type

The type of field is Text.

Export in campaign results

When selected, this setting allows custom Activity History fields configured in forms to be seen in exported campaigns results.

Persist in activity history

This setting is reserved.

Knowledge Base

Knowledge Base custom fields are used in conjunction with activity forms agents use while on calls. Agents may choose to use a Knowledge Base article and use its contents to fill the form. When they click the Use button, a number of fields on the form will be prefilled with these associated custom field values. Initially, the supported field presentation types are text and list. The list configuration control is similar to the list configuration dialog in chat styling form configuration. All configuration options allow you to select from a list of Activity History variables.

Settings

Name

This is the name of the custom Knowledge Base field.

Type

Choose from Text or Selection List. Note: If Selection List is chosen, you will configure list options in the Options setting.

Activity History Field

If you would like a custom Activity History field to be associated with your custom Knowledge Base field, you may configure it here.

Options

If you have chosen Selection List as the type of custom Knowledge Base field, you will configure the list options here.

Contact Import & Export

Contact Import & Export is where you are able to import, export, and delete bulk contacts for use in Agent Desktop.

Contact Import & Export Tab

The Contact Import & Export tab is where you may initiate import, export, and deletion of bulk contacts. Additionally, the total number of contacts currently in your database is listed here.

Import

The Import option allows you to upload bulk contacts through an import dialog window.

Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to import your contacts in this format.

Format Options Tab

The Format Options tab allows you to customize the format of your import records.

File Input Encoding

First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your import file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.

Fields Tab

The fields selector maps the fields from the import source to fields of contact and company objects. If your import source does not contain fields currently recognized in the database, this selector allows you to map them as needed. When you select a field in the field map, the following information will display.

Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.

Save new list format as

After mapping your import fields, the Save new list format as dialog window will pop up. From here, you will have the option to save this import as a new format list. Note your import will not be affected if you choose not to save a new list format.

Results Tab

The Results tab displays the results from the attempted import as the following.

• Records read - The number of records read
• Contacts created - The number of contacts created
• Contacts updated - The number of contacts with updated information
• Companies created - The number of companies created
• Errors detected - The number of errors detected in the attempted import

Note: If your import contains errors, you will be able to download a .CSV file listing the errors.

Export

The Export action allows you export contacts from your database in two ways: All Contacts or Modified since.

Note that you may choose the Export action to download a template of what the current contact and company fields are.

All Contacts

The All Contacts option will export all contacts in your database.

Modified since

The Modified since option allows you to export contacts that have been modified from a set date; you may select the date in the calendar.

Delete

The Delete option allows you to remove bulk contacts from your database through a dialog window similar to the one for Import. The Name and Source, Format Options, and Results tabs are the same as those for the import dialog; however, the Fields tab determines how you match contacts in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.

Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file containing the records you wish to delete.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to delete your contacts in this format.

Format Options Tab

The Format Options tab allows you to customize the format of your delete records.

File Input Encoding

First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your delete file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.

Fields Tab

The Fields tab determines how you match contacts marked for deletion in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.

Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.

Results Tab

The Results tab displays the results from the attempted bulk delete as the following.

• Records read - The number of records read
• Contacts deleted - The number of contacts deleted
• Errors detected - The number of errors detected in the attempted delete

Note: If your delete attempt contains errors, you will be able to download a .CSV file listing the errors.

Log Tab

The Log tab displays the following data from bulk imports, exports, and deletes.

Date

Date is the date and time the transaction took place.

Who

Who shows the user who initiated the transaction.

Operation

Operation displays the type of transaction that occurred; the types are Import, Export, and Delete.

File

File displays the name of the Import or Delete file.

Rows

Rows displays the number of rows in the File.

Added

Added displays the number of new contacts added to the database.

Changed

Changed displays the number of contacts already in the database that were altered by the transaction.

Deleted

Deleted displays the number of contacts removed from the database.

Errors

Errors displays the number of records that were not added, changed, or deleted due to missing or incompatible information.

Notes

Notes is where you may enter notes about the transaction.

Activity

Bright Pattern Contact Center enables your contact center to define data forms for interaction handling. If a form is defined for a particular service, it will be displayed by the Agent Desktop application when a corresponding interaction is distributed to the agent. Activity forms can be prefilled with data from third-party databases (via scenarios) and from calling lists.

Activity forms associated with outbound campaigns can also be used for new data entry during active interaction handling and/or after-call work (ACW). Filled-out forms can be transferred between agents working on the same interactions. The data collected via editable forms can be stored as part of the campaign results and is available for off-line processing.

Note: Editable forms are currently supported for services of Outbound Voice and Blended Voice types only. For all other types of services, static forms can be used (i.e., forms without any editable fields).

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to activity forms, we recommend that all affected logged-in agents refresh their browser page.

Working with Activity Forms

To create or edit an activity form, navigate to Forms in the root menu and select the Activity option. The list in the left pane will list the existing forms.

For more information about creating forms, see the Form Builder Reference Guide.

How to Add a Form

1. Click the Add new form (+) button.
2. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

1. Select a form in the list of forms that appears.
2. Click the Edit button.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

1. In the list of forms that appears, select the form you wish to remove.
2. Click the Delete button (X).

How to Clone a Form

1. In the list of forms that appears, select the form you wish to duplicate.
2. Click the Clone form button.
3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

1. Click the Import form button.
2. In the dialog that appears, enter the name of the form you wish to import, browse for the file, and click Upload.
3. The imported form will appear in the list.

How to Export a Form

1. In the list of forms that appears, select the form you wish to export.
2. Click the Export form button.
3. The form will be downloaded immediately.

Properties

Activity form properties are edited in the Properties tab.

Name

Name is the unique name given to this activity form.

Default form for preview outbound

The Default form for preview outbound checkbox is selected when this activity form is to be used as default for preview outbound campaigns.

Search grid columns

Search grid columns allows you to designate specific form fields as searchable within a screenpop activity form in Agent Desktop. With this setting, it is possible to have calling list columns shown as search results. In order to make calling list columns searchable, you must make calling list columns searchable when importing a list. Additionally, you must map the form field to the calling list column in section Services & Campaigns > Activities tab.

To add a form field, click add. In the dialog window that opens, select the Field and Sorting options to be placed on the form. The Field options displayed are the labels (i.e., names) of the various controls used in your created form. The Sorting options allow you to customize the display of searched grid columns; the options include the following:

• Disabled - No sorting
• ASC - Sort in ascending order
• DESC - Sort in descending order

Used in...

The Used in... tab displays the services that use the selected activity form. This area is where you associate a form with a campaign.

Contact

Bright Pattern Contact Center stores information for all contacts, including both the users in your contact center and the external people and organizations that users interact with, on the Agent Desktop application. This information can be accessed in the Agent Desktop application's Contacts section, or in the Active Conversation List's directory. Contact information is displayed in the contact details, activities, calendar events, and cases associated with each contact.

Contact information populates the various fields that are created in Contact forms. The forms are configured in the Contact Center Administrator application, while the form fields are edited in the Form Builder application.

Working with Contact Forms

To create or edit a form, select the Contact option from the root menu of Contact Center Administrator (Configuration > Forms > Contact). The left pane will list the existing forms. Note that forms configured for your contact center are listed in this application, but they are built and edited in the Form Builder application.

For more information about creating forms, see the Form Builder Reference Guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to contact forms, we recommend that all affected logged-in agents refresh their browser page.

How to Add a Form

1. Click the Add new form (+) button.
2. Select the type of form to add: Contact Detail or Contact Preview.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

1. Select a form in the list of forms that appears.
2. Click the Edit button.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

1. In the list of forms that appears, select the form you wish to remove.
2. Click the Delete button (X).

How to Clone a Form

1. In the list of forms that appears, select the form you wish to duplicate.
2. Click the Clone form button.
3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

1. Click the Import form button.
2. In the dialog that appears, enter the name and type of the form you wish to import, browse for the file, and click Upload.
   

   Import a form
3. The imported form will appear in the list.

How to Export a Form

1. In the list of forms that appears, select the form you wish to export.
2. Click the Export form button.
3. The form will be downloaded immediately.

Contact Form Properties

Names are assigned to Contact forms using the Properties tab. The Contact form properties are described as follows.

Name

Name is the name of the selected form. You can change the name of a form either here or in the Form Builder application.

Type

There are two types of Contact forms: Contact Detail and Contact Preview. Note that the type is added when the new form is created.

The Contact Detail form includes all available information for a person or organization, such as first and last name, title, home/mobile/fax number, email address, physical address, company information, and summary.

The Contact Preview form includes fewer fields, such as name, title, email address, and phone. These fields provide a snapshot of the contact's information.

Default form for this type

Select the checkbox for Default form for this type if this Contact form is to be the default for that specific type (i.e., Preview or Detail).

Client Partitions

This section is reserved for future use.

Case

In the Agent Desktop application, agents use Case forms to add information about contacts, document notes about interactions with contacts, and initiate emails to contacts. The fields shown on Case forms are edited in the Form Builder application, and saved forms are listed here in the Contact Center Administrator application, in Case & Contact Management > Forms > Case.

The following is an example of case form as it appears to an agent working in Agent Desktop. During an active call, the agent creates a new case for the caller. This case form appears, providing form fields for the agent to complete (e.g., Title, Category, Notes, etc.). The agent is able to add information about the call and save notes to the case. Such a form is created and modified in the Form Builder application. For more information about creating and editing forms, see the sections that follow.

Properties

In the Properties tab, you can rename a Case form and enable it to be used as a default Case form.

Name

Name is the name of the selected form.

Type

Type is the type of form. Note that for Case forms, there is only one type (i.e., Case), and it's set automatically.

Default form for this type

Select the checkbox for Default form for this type if this form is to be the default for all Case forms.

Client Partitions

To assign the selected Case form to a client partition, click the Client Partitions tab. This tab displays partitions to which the form is already assigned, and it allows you to change those assignments as well. Click edit to select partitions and assign them to the Case form.

Working with Case Forms

To create or edit a form, select the Contact option from the root menu of Contact Center Administrator (Configuration > Forms > Case). The left pane will list the existing forms. Note that forms configured for your contact center are listed in this application, but they are built and edited in the Form Builder application.

For more information about creating forms, see the Form Builder Reference Guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to case forms, we recommend that all affected logged-in agents refresh their browser page.

How to Add a Form

1. Click the Add new form (+) button.
2. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

1. Select a form in the list of forms that appears.
2. Click the Edit button.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

1. In the list of forms that appears, select the form you wish to remove.
2. Click the Delete button (X).

How to Clone a Form

1. In the list of forms that appears, select the form you wish to duplicate.
2. Click the Clone form button.
3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

1. Click the Import form button.
2. In the dialog that appears, enter the name and type of the form you wish to import, browse for the file, and click Upload.
3. The imported form will appear in the list.

How to Export a Form

1. In the list of forms that appears, select the form you wish to export.
2. Click the Export form button.
3. The form will be downloaded immediately.

Augmentation

Augmentation forms allow your contact center to display and merge contact information from external databases (e.g., an integrated CRM or The Data Group) in order to provide additional or background information for selected contacts. Augmentation forms are configured in the Contact Center Administrator application, and the fields shown on Augmentation forms are edited in the Form Builder application..

Properties

Names are assigned to the Contact forms using the Properties tab. The Contact form properties are described as follows.

Name

Name is the name of the selected form.

Type

Type is the type of form. Note that for Augmentation forms, there is only one type (i.e., Augmentation).

Default form for this type

Select the checkbox for Default form for this type if this form is to be the default for all Augmentation forms.

Client Partitions

To assign the selected Augmentation form to a client partition, click the Client Partitions tab. This tab displays partitions to which the form is already assigned, and it allows you to change those assignments as well. Click edit to select partitions and assign them to the Augmentation form.

Working with Augmentation Forms

To create or edit a form, select the Contact option from the root menu of Contact Center Administrator (Configuration > Forms > Augmentation). The left pane will list the existing forms. Note that forms configured for your contact center are listed in this application, but they are built and edited in the Form Builder application.

For more information about creating forms, see the Form Builder Reference Guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to augmentation forms, we recommend that all affected logged-in agents refresh their browser page.

How to Add a Form

1. Click the Add new form (+) button.
2. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

1. Select a form in the list of forms that appears.
2. Click the Edit button.
3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

1. In the list of forms that appears, select the form you wish to remove.
2. Click the Delete button (X).

How to Clone a Form

1. In the list of forms that appears, select the form you wish to duplicate.
2. Click the Clone form button.
3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

1. Click the Import form button.
2. In the dialog that appears, enter the name and type of the form you wish to import, browse for the file, and click Upload.
3. The imported form will appear in the list.

How to Export a Form

1. In the list of forms that appears, select the form you wish to export.
2. Click the Export form button.
3. The form will be downloaded immediately.

General Settings

General settings define various aspects of your operations that apply to your entire contact center as opposed to any individual entity. When you specify a certain parameter at this level, the specified value will be applied to all corresponding resources of your contact center. Note that some of the same settings can also be defined at lower levels such as teams, services, and/or users. The values defined at such lower levels always supersede these general settings defied at the contact center level.

To view and edit the general settings, select the General Settings option from the Call Center Configuration menu. Note that all of these settings are optional.

Screen Properties

The General Settings screen properties are described as follows.

Default time zone

The Default time zone is the time zone that will be used by default when you define time-based parameters of your contact center resources such as service hours. Note that you will be able to change this default time zones setting when defining time-based parameters of individual contact center resources. Note also that changing this default time zone parameter will not affect any of the previously defined time-base parameters of your contact center.

Default country

The Default country is the "home country" that will be used by default when you define location-based parameters of your contact center resources. The tenant numbers for the default country will be shown in national format, whereas other countries will be shown in international format.

System Not Ready reason names for

This property allows you to define custom names for the Not Ready agent state for various conditions when the system automatically applies this state to agents. The Not Ready state indicates that the agent is logged in but is temporarily unavailable to handle customer interactions.

If defined, such custom names will be displayed instead of the generic Not Ready in the corresponding situations for the agents themselves, for the supervisors monitoring agents’ performance, and in the agent activity reports.

Agent no answer

This property means that the agent is set to Not Ready because the agent has rejected an incoming service interaction or failed to answer it within a predefined amount of time. The default name is No answer. The No Answer timeout is specified in the Connect Call scenario block. The default value is 10 seconds.

UI connection loss

The agent is set to Not Ready because the connection between the Agent Desktop application and the system has been lost. The default name is Connection loss.

After call break

The agent is set to Not Ready because the agent has finished handling an interaction and must have a mandatory break time. (See setting Enter Break below.) The default name for this is After call break.

Logout Pending

The agent is set to Not Ready because the agent has requested to be logged out of the system while handling an interaction (e.g., when the agent's working shift is almost over). In this case, the system will let the agent finish processing the current interaction and will then switch the agent to Not Ready for a brief moment before logging out the agent.

Note that if the only active interactions are emails, the logout will be immediate. All actively processed emails will be stored as drafts in the agent’s My Queue.

Custom Not Ready reasons

This allows you to define a custom name and select an icon for the Not Ready agent state, depending on the reason the agent makes sets the state manually to Not Ready. If such reasons are defined, agents will have to select one of these reasons, instead of the generic Not Ready, when making themselves unavailable to handle customer interactions.

Bright Pattern Contact Center provides a number of default Not Ready reasons. To delete or edit any of the existing reasons, hover over their names. To define additional Not Ready reasons, click add. Up to 40 custom Not Ready reasons can be created.

Agent state upon login

The state that will be applied to the agents of your contact center when they log into their Agent Desktops. You can select any of the custom Not Ready reasons defined above or make the agent Ready. Note that if you select Ready for this setting, the agents may start receiving customer interactions as soon as they log in. Otherwise, they will have to make themselves Ready manually before they begin receiving any service calls.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Auto logout timeout upon connection loss

This specifies how long the system will wait for the Agent Desktop application to reconnect, from the moment a connection loss is detected, before the agent is logged out automatically.

Enter After Call Work

This property specifies whether After Call Work is used in your contact center. If selected, agents will enter the After Call Work state after finishing any type of service call. Note that you can override this setting at the service level.

Exit After Call Work

Exit After Call Work sets the maximum time in the After Call Work state for the agents of your contact center. This setting is essential only if option Enter After Call Work is selected. If you wish to restrict the After Call Work time, select the checkbox and set the desired timeout in seconds. Deselect this option to allow the agents to remain in After Call Work until they exit this state manually. Note that you can override this setting at the team level.

Enter Break

Enter Break specifies whether the agents of your contact center will be allowed any rest time when they finish handling of a service call including after-call work. Select this option to enable a mandatory break.

Exit Break

Exit Break sets the maximum time in the Break state after finishing a service call for the agents of this team. This setting is essential only if option Enter Break is selected. If you wish to restrict the mandatory break time, select the checkbox and set the desired timeout in seconds. Deselect this option to allow the agents to remain in the Break state until they exit this state manually. Note that you can override this setting at the team level.

Non-call cases URL

This is the URL of the web page that will be displayed for agents upon delivery of a service interaction, unless another URL is specified at the team level, or provided via the Web Screenpop block of the applied scenario or via the settings of a preview campaign.

Display name format

Display name format is the format for displaying users’ names in reports and in the Agent Desktop application.

External number inactivity timeout

This setting is essential for agents who connect to the system using the phone device option An external phone. The setting specifies in how many minutes agents’ external phone connection will be disconnected automatically in absence of any active calls on them. This enables the reuse of a once-established physical connection for subsequent voice calls. If you prefer agents’ external phone connections to be released as soon as the remote party hangs up, set this timeout to zero.

Agent daily Not Ready time limit

This setting allows you to configure the maximum amount of time an agent can be in a Not Ready state. This threshold is used for the Break Time Remaining widget in Agent Desktop, section My Grades.

Require service on outbound calls

If this setting is selected, logged-in agents must first select a service before making an outbound call.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Integration Accounts

Integration accounts specify parameters required for interoperability of your contact center solution with third-party systems, such as customer relationship management (CRM) and workforce management (WFM) applications.

To define, view, and edit integration accounts, select the Integration Accounts option from the Call Center Configuration menu.

Select the add "+" button at the bottom of the screen to add a new integration account.

Version 1.1 and later of the Transport Layer Security (TLS) encryption protocol is used to ensure security of the data passed between Bright Pattern and the CRM applications.

The reports required for workforce scheduling are configured for automatic generation and delivery via the Scheduled Reports screen of the Contact Center Administrator application.

Types of Integration Accounts

The current version of the Bright Pattern Contact Center solution supports out-of-the-box integration with the following solutions:

• Amazon AWS
• Bot / Chat suggestions engine
• External Knowledge Base
• Loxysoft WFM
• Messenger
• NICE
• Natural Language Understanding
• Next Caller
• Oracle Service Cloud
• RightNow
• Salesforce.com
• ServiceNow
• Single Sign-On
• Speech To Text
• Statistics Data Receiver
• Text To Speech
• The Data Group (TDG)
• WFM
• Zapier
• Zendesk

Amazon AWS Integration

Amazon Web Services (AWS) S3 can be used for storing audio recordings, where files are uploaded to or downloaded from an Amazon S3 account for storage or playback. S3 access credentials are stored in integration accounts in order to enable Interaction Records Search playback for recordings stored in S3.

To support BPO operations, multiple integration accounts are possible.

Note the following:

• This integration option must be enabled for your contact center by the service provider.

• Export of recordings is configured for specific services. For more information see Periodic Recording Export Jobs.

• Recordings exported to Amazon AWS will be accessible via Bright Pattern on demand for the detailed records storage time agreed upon with your service provider.

• Instead of using AWS, you can use this integration account to set up an S3-compatible local storage.

Properties

Type

Type is the type of integration account.

Name

Name is the Unique name of this integration account. It is helpful to have a descriptive name if your tenant uses multiple integration accounts of the same type.

Use private S3 storage

You can use this option to set up an S3-compatible private storage. For more information see Appendix: Setting up Private S3 Storage.

Url

This is the URL path to your private S3 storage. The URL must be specified if Use private S3 storage is enabled.

Access Key ID

The Access Key ID (e.g., AKIAIOSFODNN7EXAMPLE) is part of your AWS access key, a security credential that allows you to sign programmatic requests that you make to AWS if you use the AWS SDKs, REST, or Query API operations. The AWS SDKs use your access keys to sign requests for you.

AWS access keys always consist of an access key ID and a secret access key.

Secret Key

The Secret Key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY) is the other part of your AWS access key. Referred to as a secret access key, the Secret ID is a security credential that allows you to sign programmatic requests that you make to AWS if you use the AWS SDKs, REST, or Query API operations. The AWS SDKs use your access keys to sign requests for you.

AWS access keys always consist of an access key ID and a secret access key.

S3 bucket

The S3 bucket is the unique name of the Amazon S3 bucket that stores your data (e.g., photos, videos, documents, etc.) on the cloud. In order to upload or download audio recordings to Amazon AWS S3, you must specify the S3 bucket which will be used to hold your data.

Test connection

This button tests the credentials and confirms whether the connection is valid.

Bot / Chat Suggestions Engine Integration

Bright Pattern integrates with chat bots to provide meaningful suggestions to an agent during a chat session and to provide pure bot functionality, in which customers can complete self-service tasks without the help of a live agent. This functionality is enabled through integration with a bot/chat suggestions engine. This version of Bright Pattern Contact Center supports two types of bot/chat integration: Alterra and Watson Conversation.

In Contact Center Administrator, you can select one bot/chat suggestion engine integration account as the suggestion engine per service. You can also select one bot/chat suggestion engine integration account as a chat bot on the chat service launch point. In scenarios, you can select any configured bot/chat suggestion engine integration account with the Chat Bot Select block within the scenario.

Alterra Properties

Bot / Chat suggestions engine integration account properties of the Alterra type are as follows. Note that the properties shown depend on the type of bot/chat suggestions engine selected.

Name

Name is the unique name of this integration account. It is helpful to have a descriptive name if your tenant uses multiple integration accounts of the same type.

Type

Type is the type of integration account.

Url

For Alterra, the default Url value is https://dev.alterra.cc/demo/api.

Method

The default HTTP method is POST, and the drop-down selector is disabled.

API key

This is the API key required to access the service (optional). There is no default value.

Use url encode

For Alterra, the URL encode is 0 and the checkbox is disabled.

Maximum suggestions

Maximum suggestions is the maximum number of suggestions (e.g., 1, 2, or 3) that can be delivered to the Agent Desktop. For Alterra, the maximum number of suggestions is 1.

Watson Conversation Properties

Bot / Chat suggestions engine integration account properties of the Watson type are as follows. Note that the properties shown depend on the type of bot/chat suggestions engine selected.

Name

Name is the Unique name of this integration account.

Type

Type is the type of integration account.

Url

For Watson integrations, you should specify the URL prefix (string). The full URL is created within the provider (e.g., https://gateway.watsonplatform.net/conversation/api/v1/workspaces/)

Workspace ID

The Workspace ID (string) is the ID of the Watson Conversation workspace associated with the service instance.

Username

The username (string) is the username used to authenticate the Watson Conversation API. The username is provided in the service credentials for the service instance that you want to use.

Password

The password (string) is the password used to authenticate the Watson Conversation API. The password is provided in the service credentials for the service instance that you want to use.

Max API calls per day

Max API calls per day is the maximum number of calls per day.

Maximum suggestions

Maximum suggestions is the maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop.

Loxysoft WFM

Integration with the Loxysoft WFM application provides a number of automatically generated reports for workforce scheduling and real-time monitoring of agents’ adherence to work schedules. Setup of the WFM integration account is only necessary if you plan to use WFM for real-time adherence monitoring.

Note that you can only have one WFM integration account in your contact center.

Properties

The properties of Loxysoft type integration are as follows.

Name

Name is the name of the integration account.

Periodic update interval

Periodic update interval is the period (in seconds) with which real-time metrics will be updated; the default interval is 10 seconds.

URL

The URL field is the unique URL field of your Loxysoft account and the place where the call flow data is submitted to.

Token

This is the authorization token for your Loxysoft account.

Test connection

This button tests the credentials and confirms whether the connection is valid.

Skills Mapping

This box allows you to map service names to corresponding Loxysoft codes.

Messenger Integration

When Bright Pattern Contact Center is integrated with messengers (e.g., Facebook Messenger, LINE, Telegram, Viber, etc.), your Bright Pattern Agent Desktop environment is equipped to handle customer-initiated interactions from the Messenger application or the application on a customer’s mobile phone, tablet, or computer. Incoming chat interactions are routed to the integrated Agent Desktop environment, where agents also have direct access to the phone, live chat, email, SMS text, various other mobile messenger apps, customer and agent records, interaction details, and more. Integration configuration involves linking your organization's messenger account to your Bright Pattern Contact Center tenant.

To add a messenger integration account, click the add "+" button and select the desired type of messenger.

The properties of each type of messenger integration account are described as follows. For more information about each type, see the corresponding integration guide.

Facebook Messenger Properties

The properties of the Facebook Messenger type of integration account are described as follows. For complete integration instructions and configuration, see the Facebook Messenger Integration Guide.

Page Username

The exact username of your Facebook Page

Type

Select Facebook as the type of messenger integration account.

Page ID

The exact page ID for your Facebook Page

Token

The Page Access Token for your Facebook Page

Webhook Verify Token

The token used to confirm that Facebook is the real server, which is needed for Facebook to send you a message from the customer. If you do not have a token, click the Generate random token below.

Generate random token

Creates a random webhook token that you can copy and paste into your Facebook App management page in Webhooks > Edit Page Subscription > Verify Token

Test Connection

Tests the credentials and confirms whether the connection is valid

LINE Properties

The properties of the LINE type of integration account are described as follows. For complete integration instructions and configuration, see the LINE Integration Guide.

Name

The name of your integration account (this does not need to be your LINE@ account name)

Type

For this integration account, select LINE as the type of integration.

Token

The access token for your LINE@ account

Test Connection

Tests the credentials and confirms whether the connection is valid

Nexmo Properties

The properties of the Nexmo type of integration account are described as follows.

Name

The name of your integration account (can be any name of your choosing)

Type

"Nexmo" by default because you already selected this type of messenger integration account

Key

The API key that was created when you created a Nexmo account. You can find the API key and secret in your Nexmo Dashboard account settings.

Secret

The API secret that was created when you created a Nexmo account. You can find the API key and secret in your Nexmo Dashboard account settings.

Telegram Properties

The properties of the Facebook Messenger type of integration account are described as follows. For complete integration instructions and configuration, see the Telegram Integration Guide.

Bot Username

The exact username of your Telegram bot

Type

For this integration account, select Telegram as the type of integration.

Token

The API token for your Telegram bot

Set Webhook

Click the Set Webhook button to confirm that Telegram is the real server, which is needed for Telegram to send you a message from the customer. Note that you must get the token/webhook from Telegram; you cannot generate one here.

Test Connection

Tests the credentials and confirms whether the connection is valid

Viber Properties

The properties of the Viber type of integration account are described as follows. For complete integration instructions and configuration, see the Viber Integration Guide.

Bot Username

The exact name of your Viber Public Account username.

Type

For this integration account, select Viber as the type of integration.

Token

The password that is given to you after your Public Account application is approved

Set Webhook

Set Webhook is necessary for Viber to send you a message from the customer. Clicking the Set Webhook button opens the Set Webhook window, where the Webhook URL is entered.

Webhook url (host and port)

The address of your server and port number (e.g., “office.yourcompany.com:1234”). If you do not know the server URL or port number, ask your system administrator.

Test Connection

Tests the credentials and confirms whether the connection is valid.

NICE

Bright Pattern offers NICE recording integration to provide quality management (QM) of your call center by allowing reporting on call state and agent messages.

Note that this integration option must be enabled for your contact center by the service provider.

Properties

The properties of the NICE type of integration account are described as follows.

Name

Name is the name of the integration account.

Keep alive update interval

Keep alive update interval sends periodic messages back to NICE servers to ensure the pathway stays open; the default interval is 60 seconds.

Username

The username (string) is the username used to authenticate the NICE account. The username is provided when you sign up for NICE and create an account.

Password

The password (string) is the password used to authenticate the NICE account. The password is provided when you sign up for NICE and create an account.

Agent ID prefix

The agent ID prefix field is where you may specify a prefix for agent ID data. The default values are empty, but if you specify them, Bright Pattern's Real-Time Data Provider server component will add corresponding these prefixes to user IDs whenever it reports them to you.

Extension prefix

The extension prefix field is where you may specify a prefix for phone extension data. The default values are empty, but if you specify them, Bright Pattern's Real-Time Data Provider server component will add corresponding these prefixes to extensions whenever it reports them to you.

URL

The URL field is the URL the call flow data is submitted to.

Natural Language Understanding Integration

Bright Pattern offers IBM Watson Natural Language Understanding integration to provide sentiment analysis for services.

Properties

The properties of the Natural Language Understanding type of integration account are described as follows.

Name

Name is the name of the integration account.

Type

For this integration account, select Watson Natural Language Understanding as the type of integration.

Url

The default Url for this integration is https://gateway.watsonplatform.net/natural-language-understanding/api/v1/analyze?version=2017-02-27.

Method

For this integration account, the HTTP method is POST.

Username

The username (string) is the username used to authenticate the Watson Natural Language Understanding API with Basic Authentication. The username is provided when you sign up for IBM Bluemix and create an account.

Password

The password (string) is the password used to authenticate the Watson Natural Language Understanding API with Basic Authentication. The password is provided when you sign up for IBM Bluemix and create an account.

Limit

The limit is 100.

Next Caller Integration

Bright Pattern integrates with Next Caller to identify unknown callers from incoming chats, as well as to augment contact data with new information available on the cloud.

Properties

The properties of the Next Caller type of integration account are described as follows.

Name

Name is the name of the integration account.

Sandbox Mode

Select the Sandbox Mode checkbox if this account is to be used in Sandbox mode.

Username

The username (string) is the username used to authenticate the Next Caller API with via Basic Access authentication. The username is provided when you create an account.

Password

The password (string) is the username used to authenticate the Next Caller API. The password is provided when you create an account.

Test Connection

The Test Connection button tests the credentials and confirms whether the connection is valid.

Field Mapping

Use the Field Mapping tab to add internal fields or external fields to contact data forms. Next Caller will populate these fields with suggested data found on the cloud.

How to Add an Internal Field

1. Click add.
2. Click <none> to review the Select Mapping drop-down selector.
3. Open the Contact folder, and select the desired type of field to add.

Note that only one field can be added at a time. You can select fields from categories (addresses, phone by type, phones by order, social links by order, emails by type, emails by order) or by basic type (Title, First name, Last name, Position, Segment, Summary, Date of birth, Messengers, Status, my_custom_field).

Oracle Service Cloud Integration

Integration with Oracle Service Cloud customer relationship management applications provides the integrated Agent Desktop, access to CRM data from scenarios, screen-pop, and activity history functions. You can configure multiple Oracle Service Cloud integration accounts for access to different Oracle Service Cloud systems.

For detailed integration instructions, including specification of the Oracle Service Cloud integration account properties, see Oracle Service Cloud Integration Guide.

Salesforce.com Integration

Integration with Salesforce.com (SFDC) customer relationship management applications provides the integrated Agent Desktop, single sign-on, access to CRM data from scenarios, screen pop, activity history, and click-to-dial functions.

You can also create calling lists using contact records imported from SFDC and export the corresponding campaign results directly to SFDC. You can define more than one Salesforce.com integration account.

For detailed integration instructions, including specification of the Salesforce.com integration account properties, see Salesforce.com Integration Guide.

ServiceNow Integration

Integration with ServiceNow IT service management applications provides the integrated Agent Desktop, softphone and click-to-call, access to CRM data from scenarios, screen-pop, and activity stream functions. You can configure multiple ServiceNow integration accounts for access to different ServiceNow systems.

For detailed integration instructions, including specification of the ServiceNow integration account properties, see the ServiceNow Integration Guide.

Single Sign-On Integration

Bright Pattern integrates with Security Assertion Markup Language (SAML) 2.0 identity providers Okta and ForgeRock, allowing you to configure single sign-on (SSO) functionality for Agent Desktop (AD) or Contact Center Administrator (Admin).

Just-in-time (JIT) user provisioning automatically creates call center users on the first SSO login attempt authorized by the identity provider. JIT can be enabled for both AD SSO and Admin SSO configuration in Integration Accounts.

Note that only one instance can be created per tenant.

Properties

The properties of Single Sign-On integration accounts are described as follows. The properties are the same for both AD SSO and Admin SSO.

Name

Name is the name of the integration account.

Enable Single Sign-On

Select the checkbox to enable single sign-on functionality.

Identity Provider Single Sign-On URL

Identity Provider Single Sign-On URL is the URL of your provider.

Identity Provider Issuer

Identity Provider Issuer is the issuer of your identity provider.

Identity Provider Certificate

Identity Provider Certificate is a link to the certificate of your identity provider.

Enable Just-in-time user provisioning

Select this checkbox to enable Just-in-time user provisioning (JIT). JIT user provisioning automatically creates call center users on the first SSO login attempt authorized by the identity provider.

Use Template

SSO templates are disabled.

Speech To Text Integration (STT)

Speech To Text (STT) integration allows your tenant to use speech-to-text functionality to transcribe voice calls and save the transcriptions to interaction records. Full-text transcripts are searchable and include sentiment attributes (if Natural Language Understanding is enabled).

Watson Properties

The properties of the Watson integration are described as follows.

Name

Name is the name of the integration account.

Type

For this integration account, Watson is the type of account.

URL

The default URL is wss://stream.watsonplatform.net. Note that only the wss:// prefix is allowed.

Username

Username is the Watson account username.

Password

Password is the Watson account password.

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.

GoVivace Properties

The properties of the GoVivace integration are described as follows.

Name

Name is the name of the integration account.

URL

The default URL is wss://services.govivace.com/telephony. Note that only the wss:// prefix is allowed.

API Key

The API Key is the GoVivace API key.

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.

Statistics Data Receiver Integration

Properties

The properties of Statistics Data Receiver integration accounts are described as follows.

Name

Name is the name of the integration account.

Protocol

The protocol is TCP.

Host name

Host name is the host name.

Port

Port is the port number.

Text To Speech Integration (TTS)

Bright Pattern integrates with text-to-speech (TTS) providers IBM Watson and Google Cloud for creating voice prompts. When text-to-speech functionality is enabled, call prompts may use a variety of pre-recorded voices, accents, and languages to automate responses.

Watson Properties

The properties of the Watson integration account are described as follows.

URL

https://stream.watsonplatform.net/text-to-speech/api/v1/

User name

Username is the Watson account username.

Password

Password is the Watson account password.

Load Voices

Load Voices allows you to choose a voice type from a pre-configured list of voices.

Test Connection

Test Connection tests the connection between the integration account and the Contact Center Administrator. When testing the connection, if the account has been configured correctly, you will see the message, "Account credentials appear to be valid."

Google Cloud Properties

The properties of the Google Cloud integration account are described as follows.

URL

https://www.googleapis.com/auth/cloud-platform

API Key

API Key is the Google Cloud Service API Key.

Load Voices

Load Voices allows you to choose a voice type from a pre-configured list of voices.

Test Connection

Test Connection tests the connection between the integration account and the Contact Center Administrator. When testing the connection, if the account has been configured correctly, you will see the message, "Account credentials appear to be valid."

The Data Group (TDG) Integration

Bright Pattern integrates with The Data Group (TDG) to identify unknown callers from incoming chats, as well as to augment contact data with new information available on the cloud.

Properties

The properties of the The Data Group type of integration account are described as follows.

Name

Name is the name of the integration account.

Username

The username (string) is the username used to authenticate The Data Group REST API. The username is provided when you register for an API key.

Password

The password (string) is the username used to authenticate The Data Group REST API. The password is provided when you register for an API key.

API Key

The API Key is needed to access The Data Group REST API. The API key is provided after registration.

Field Mapping

Use the Field Mapping tab to add internal fields or external fields to contact data forms. The Data Group will populate these fields with suggested data found on the cloud.

How to Add an Internal Field

1. Click add.
2. Click <none> to review the Select Mapping drop-down selector.
3. Open the Contact folder, and select the desired type of field to add.

Note that only one field can be added at a time. You can select fields from categories (addresses, phone by type, phones by order, social links by order, emails by type, emails by order) or by basic type (Title, First name, Last name, Position, Segment, Summary, Date of birth, Messengers, Status, my_custom_field).

WFM Integration

Integration with the WFM workforce management application provides a number of automatically generated reports for workforce scheduling and real-time monitoring of agents’ adherence to work schedules.

Setup of the WFM integration account is only necessary if you plan to use WFM for real-time adherence monitoring. Typically in this case, the Universal interface of the Aspect Real-Time Adherence server (RTA) must be configured to be ready to receive a data feed. For more information, please refer to the Aspect Workforce Management 7.5 Installation Guide, chapter Configuring ACD Instances, section Universal ACD. Note that the Unicode checkbox of the Universal interface must be selected (the ASCII option is not supported).

Note that you can only have one WFM integration account in your contact center.

WFM Integration Account Properties

The parameters that must be configured on the Bright Pattern side to enable the real-time adherence data feed are described as follows.

Name

Name is the name of the integration account.

Periodic update interval

Periodic update interval is the period (in seconds) with which real-time metrics will be updated.

Protocol

Protocol refers to the communication protocol, which is read-only. Two options are available: TCP (Aspect WFM) and HTTP POST.

TCP (Aspect WFM)

If TCP (Aspect WFM) is selected, the following options appear:

• Host name - The name or IP address of the host where the Aspect Real-Time Adherence server (RTA) is run
• Port - The TCP port assigned to the Aspect RTA server on the above host; it must correspond to the port configured on the RTA side
• Record field sizes - The property that specifies the lengths of the data fields communicated to Aspect RTA; the default values correspond to the default settings of the same fields on the RTA side; if values of these fields are changed on the RTA side, they must be changed accordingly in this property
• Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes in real-time data. In Bright Pattern Contact Center software, reason codes are defined as text. Aspect WFM only accepts reason codes as numbers. If you need to account for reason codes in your real-time reporting on the WFM side, this box allows you to define a numerical code corresponding to each Not Ready reason code, as shown in the picture.

HTTP POST

If HTTP POST is selected, the following options appear:

• URL - The unique URL of your WFM account
• Token (optional) - The access token for your WFM account
• Test connection - This button sends POST with an empty agent and services list
• Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes in real-time data.

When enabled, POST is sent to the provided URL. Errors are ignored, and the next request is done after the defined interval.

Zapier Integration

Integration of the BrightPattern workflow engine with Zapier lets Zapier use your contact center's data to automate workflow events called "zaps." Zapier integration configuration involves adding a Zapier integration account and defining how data is retrieved in scenarios.

Properties

The properties of the Zapier type of integration account are described as follows.

Name

Name is the name of the integration account.

Username

The username (string) specifies a username that Zapier will use to access data.

Password

The password (string) specifies a password that Zapier will use to access data.

Zendesk Integration

Integration with the Zendesk customer relationship management application provides the integrated Agent Desktop, single sign-on, access to CRM data from scenarios, screen pop, activity history, and click-to-dial functions. You can configure multiple Zendesk integration accounts for access to different Zendesk systems.

For detailed integration instructions, including specification of the Zendesk integration account properties, see Zendesk Integration Guide.

External Knowledge Base Integration

Integration an external knowledge base (KB) enables your Agent Desktop application to use and search a third-party KB such as Synthetix. You can search external KB topics, submit new topics, and so forth. The external KB can be enabled as the exclusive KB for Agent Desktop or as a supplementary provider only.

When you add integration account type External Knowledge Base, you will be prompted to select a provider. The only possible selection is Synthetix KB.

Note that integration accounts of this type are only available to your contact center if they are enabled for your contact center by your system administrator. If External Knowledge Base is not listed as an integration account type, the feature is not enabled for your contact center.

Properties

The properties of the External Knowledge Base type of integration account are described as follows.

Url

The default value for Url is https://api.syn-finity.com/1.1/.

Consumer Key

The Consumer Key is the consumer key for Synthetix.

Application Key

The Application Key is the application key for Synthetix.

Use as exclusive KB

Select the checkbox for Use as exclusive KB if you wish the corresponding API to search KB topics, submit new topics, and so forth. If Use as exclusive KB is not checked, the external KB will be used as a supplementary provider only (i.e., Agent Desktop will try to use the native KB first and search the external KB if nothing is found in the native KB).

Test Connection

When the Test Connection button is clicked, the Test Connection Portal executes GET <URL>/external/views as described at https://www.synthetix.com/api/documentation.

Identification

Identification settings define how customer interactions (i.e., calls, SMS/texts, mobile, etc.) are handled by your system, how contacts are identified, and how contact information is created and stored for all the interactions that you have.

When identification settings are enabled, agents have immediate access to both new and continuing customer information; this allows interactions to progress quickly and smoothly.

Identification Settings

To view and edit the Identification settings, select the Identification option from the Call Center Configuration menu.

The settings are split into two sections, which are described as follows.

Match contact information for incoming calls by performing searches in

Use Internal Contact Database

Selecting the checkbox for Use Internal Contact Database enables callers to be identified using data from your contact center's internal contact database.

If you wish to store data in an external database instead of in your internal contact database, make sure the Use Internal Contact Database checkbox is not selected. Then click add to specify the desired external database to be searched.

Enable Service continuation for up to __ hours

The service continuation function allows your customers to be connected to the same agent on a repeated interaction attempt. This may be useful in the event that their original interaction has been dropped or when a customer has an immediate follow-up question.

For example, if a customer was connected to Agent A on an inbound voice service and the connection was lost, the customer could call back and be connected once again to Agent A. The customer is able to continue the service with the same agent because the system has kept a Current Contact Object (see section The Identification Process) after an interaction has ended.

If the checkbox for Enable Service continuation for up to is not selected, there will be no service continuation. The customer who calls back will be connected to any available agent.

Note that this function relies on information in the contact's activity history and only works with the internal contact database (i.e., option "Use Internal Contact Database" must be enabled).

Always create contact in Internal Database

Select the checkbox for Always create contact in Internal Database to enable contact/account records to be saved automatically in the internal database.

Note that this option will not automatically create contacts for any calls made within predictive/progressive campaigns. The scenario block Bright Pattern Create Object can be used to create contacts automatically for such calls in scenarios associated with disposition(s) where automatic contact creation is desired.

add

Click add to add an external database to be searched. Contact information for incoming calls will be matched by performing searches in the external database(s) that you have added.

Augmentation - search for additional contact details in external databases

Automatically launch augmentation search using current media identifier (phone number or email address)

Select the checkbox for Automatically launch augmentation search using current media identifier (phone number or email address) in order to populate your records with external data.

Bright Pattern Contact Center allows contact details to be augmented by data provided by external databases (e.g., an integrated CRM, The Data Group, or Next Caller) in order to provide additional or background information for selected contacts.

Note that data augmentation is enabled for your contact center via integration accounts. For more information, see section Integration Accounts.

The way that the augmented data is displayed and merged with existing contact information is controlled by Augmentation Forms created for your contact center. For more information, see section Augmentation.

Use contact information from identification results to perform augmentation search

Select the checkbox for Use contact information from identification results to perform augmentation search in order to use any existing contact details (i.e., name, phone number, email address, etc.) to search external databases for more information.

add

Click add to select the external database(s) (i.e., the integration accounts for the external databases) that will be searched for data. A pop-up dialog will list the types of integration accounts that have been configured for your contact center.

After you have updated the Identification settings, click Apply at the bottom of the screen to save your changes or Reset to cancel.

Knowledge Base

Knowledge Base is a repository of articles that help agents quickly find answers to customer inquiries and improve response times via using predefined/approved text in email and chat communications.

To work with Knowledge Base, select the Knowledge Base option from the Call Center Configuration menu.

Note: While the Knowledge Base screen is the main interface for creation and editing of articles, you can also allow some of your agents to contribute to Knowledge Base directly from their Agent Desktops. Such agents, as well as any other users who are expected to contribute to Knowledge Base, must have the Edit knowledge base privilege. For more information about user roles and privileges, see section Roles.

Using Folders and Subfolders

The list view of the Knowledge Base screen displays existing articles arranged in folders and subfolders.

How to create a folder at the root level

1. Select an existing folder at this level without unfolding it.
2. Click .

How to create a subfolder in a certain folder

1. Unfold and select the folder.
2. Click .

How to create an article in a certain folder

1. Unfold and select the folder.
2. Click .

How to export specific articles/folders

1. Select the articles or folders from the list and click .
2. In the dialog that appears, click Export to confirm. Doing so allows you to export the entire Knowledge Base or some selected sections (both folders and articles).

How to export the entire Knowledge Base

• Click at any time.
• In the dialog that appears, click Export All.

Knowledge Base content is exported in a zipped YAML file. You can edit the exported content using one of the editors that support YAML, such as Geany.

You can also import content into Knowledge Base. Content should be prepared as a zipped YAML file. To import, click and select the desired .zip file.

Screen Properties

The Knowledge Base screen properties are described as follows.

Name

The name of the folder or article is mandatory and must be unique within the folder.

Language

Language refers to the language(s) in which the article is written. For chats, language selection is controlled via scenarios. For emails, the system will automatically attempt to detect the language of incoming email messages. If the detection is successful, only articles written in the same language will be offered to the agent as possible replies.

Keywords

Keywords are statements of a customer problem or question that this article will address. In a more general sense, this field can be used for any kind of information that will help agents quickly assess relevance of the article to the interactions that they handle. Content of this field will not appear in the email draft or chat text input field.

Answer

Answer is the text that will be inserted into the email draft or chat text input field if the agent chooses to use this article. To insert a substitution field, click the Insert $() button. The following substitution fields can be used:

• $(user.firstName) – Agent’s first name
• $(user.lastName) – Agent’s last name
• $(user.email) – Agent’s email address from agent’s user settings; note that this setting is optional and may not have direct relevance to any email services; see section Users for more information
• $(from.name) – Customer’s name (for email interactions, the display name taken from the From: field of the email for which the given reply is composed)
• $(from.emailAddress) - Customer’s email address (for email interactions, the email address taken from the From: field of the email for which the given reply is composed)
• $(case.number) – Number of the case this message is related to
• $(app.emailAddress) – Email address of the email scenario entry (this is the same address will appear in the From: field of any outgoing emails sent via this scenario entry); see section Scenario Entries > Email for more information
• $(cursor) – Position of the input text cursor immediately after the article is inserted

Usage notes

Usage notes are the notes, comments, and suggestions regarding usage of this article. The content of this field will not appear in the email draft or chat text input field.

Services

Services are the services that this article can be used for. The system automatically assigns a service to every customer interaction. When looking for articles, the agent will be able to limit search to the articles associated with the same service.

This is the default article for

This property names the service for which this article will be displayed as a suggested reply in the email draft pane or chat text input field of the agent desktop.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Custom Fields

With Custom Fields, an agent working on a call with an activity form may use a Knowledge Base article and use its contents to fill the form. When they click the Use button, a number of fields on the form will be prefilled with these associated custom field values. Fields may be created in the Knowledge Base Custom Fields subsection of Case & Contact Management. When editing a Knowledge Base article, custom fields can be filled or left empty.

Additionally, you may enter values that represent JSON arrays, which then prefill form text fields (e.g. [“option1”, “option2”, “option3”]. Doing this allows these text fields convert into combo boxes with these values/ options. If a value is not set for the article, the field does not prefill the form.

Calendars

Unless all services of your contact center operate on a 24/7 basis, you will have to define separately what happens to incoming interactions when the corresponding services are open for business and when they are closed. You can define service operation hours when you configure your services or scenario entries. However, if your contact center has many different services, and some of them operate on the same schedules, it may be more convenient to define such schedules externally first, and then assign them to services and/or scenario entries. In this way, if you need to change a service operation schedule, you do it once, and the change will automatically apply to all services associated with this schedule.

Creating an external schedule involves two steps. First, you create calendars (i.e., define the days that are supposed to have the same hours of operation, such as Monday through Friday or public holidays). Calendars are discussed in this section. After that, you create the schedule itself by combining the different calendars and specifying hours of operation for each assigned calendar. Such complete schedules are discussed in section Hours of Operation. Note that the calendars are also used for defining calling hours of outbound campaigns.

Note: The system provides a number of predefined calendars that include a typical work week, weekends, and US holidays. The latter can be used for defining state calling hours. The default holiday information is current as of the release of version 3.6 of the Bright Pattern Contact Center system (June 2014). It is recommended that you periodically check the federal and state legislation regarding holidays, and update the calendars as may be necessary.

To work with calendars, select the Calendars option from the Call Center Configuration menu.

Screen Properties

The Calendars screen properties are organized into two tabs: Day types and Associations. The screen properties for both are described as follows.

Day types tab

Name

Name refers to the calendar name. This field is mandatory and must be unique within the contact center.

Days

These are the days within this calendar. Note that all days within a calendar are supposed to have the same hours of operation.

To add a day to the calendar click add. Select the recurrence pattern from the drop-down menu and provide the necessary data. For example, for the US Labor Day holiday, select day of Nth week and provide 1^st, Monday, and September.

To remove or edit calendar days, hover the cursor over their names.

clone

This option allows you to define a new calendar based on the currently selected one. When you click clone, a copy of the currently selected calendar is created with default name Copy of [Calendar Name]. You can change the calendar name, as well as add days to, or remove them from, or edit them in, this new calendar.

Associations tab

Services

Services lists the services that use the given calendar. Select a service from the list to see the service definition.

Hours of operations

This property lists the hours of operation (HOPs) that use the given calendar. Select a schedule from the list to see the schedule definition.

Hours of Operation

Hours of Operation (HOPs) are the service schedules that you define externally and then assign to services or scenario entries. For more information, see section Calendars.

To define HOPs, select the Hours of Operation option from the Call Center Configuration menu.

Screen Properties

The Hours of Operation screen properties are organized into two tabs: Hours of Operation tab and Associations. Screen properties for both are described as follows.

Hours of Operation tab

Name

The Name refers to the HOP name. It is mandatory and must be unique within the contact center.

Hours

Hours specifies the calendars that comprise this HOP with the hours of operation defined for each. By default (no calendars assigned), this schedule will be treated as a 24/7 operation.

To add a calendar, click add, select the calendar from the drop-down menu, and specify the operation hours for the days in that calendar. If your contact center does not operate during the days of the given calendar, select closed.

You can define a new calendar directly within calendar assignment dialog by clicking add/edit.

To remove or edit previously defined hours, hover the cursor over their names.

If your HOP contains calendars with different levels of specificity, the more specific level takes priority over the more generic one(s). The levels of specificity, from more generic to more specific, are weekly, monthly and day of Nth week, yearly, and a specific date. For example, if HOP has the calendars Mon-Fri 9 am – 7 pm, Sat 10 am – 6 pm, and Jan 1^st 11am – 5 pm defined, the associated services will be open between 11 am and 5 pm on Jan 1^st of every year regardless of what day of the week it is.

If your HOP contains any gaps (i.e., undefined days), Bright Pattern will consider the associated services to be closed during such days. For example, if you have HOP that only have the calendars Mon-Fri 9 am – 7 pm and Sat 10 am – 5 pm defined, the associated service will be considered closed on Sundays.

If your HOP contains two calendars with the same days and with different hours of operation, the resulting hours of operation for such days will be the union of two time intervals. For example, if you have an HOP with calendar Sat 9 am – 3 pm, and with calendar Sat-Sun 10 am – 5 pm, the resulting hours for Saturday in the associated services will be 9 am – 5 pm. One exception is the closed check box that overrides any open hours. For example, if you have an HOP with calendar Sat marked as “closed”, and with calendar Sat-Sun 10 am – 5 pm, Saturday will be considered “closed.”

clone

This option allows you to define a new HOP based on the currently selected one. When you click clone, a copy of the currently selected HOP is created with default name Copy of [Schedule Name]. You can change the HOP name, as well as add calendars to, remove them from, or edit their hours in, this new HOP.

Associations tab

Services

In this tab, services that use the given schedule are listed. Select a service from the list to see the service definition.

State Calling Hours

Many countries regulate the hours during which businesses are allowed to contact consumers by phone. In some countries, such calling hours may also be regulated at the state level. To be compliant with such regulations during your outbound campaigns, you can define calling hours at the country level, and if necessary, for each state separately. Note that after you have configured the country and state calling hours, you must explicitly enable the Comply with State calling hours function in the calling hours of the campaigns that are supposed to be compliant.

Note: The system provides a number of predefined entries for the US federal calling hours and state calling hours where they are known to be different (more restrictive) than the federal hours. This information is current as of the release of Bright Pattern Contact Center version 3.6 (June 2014). It is recommended that you periodically check the federal and state legislation regarding calling hours, and update these entries as may be necessary.

To define calling hours, select the State Calling Hours option from the Call Center Configuration menu.

Screen Properties

The State Calling Hours screen properties are described as follows.

Country code

Country code specifies the code of the country to which this restriction applies. To define a restriction that will apply country-wide, specify the country code and leave the State name fields for this entry blank.

for all states

Select the for all states checkbox when the country code and other state calling hours properties apply to all states in the country.

State name (as in calling records)

This property specifies the name of the state/province to which the given restriction applies, as defined in the records of your calling lists. At campaign run time, the calling hours will be checked against the calling record state information using this name.

State display name

State display name refers to the name of the state/province to which the given restriction applies, as displayed in the title and the list view of the State Calling Hours screen. Note that you can only enter this name if you defined the State name (as in calling record) property.

Calling hours

Calling hours are configured in the same way as they are configured in Hours of Operation. The same rules apply in case of possible duplicates. If there is a gap in the definition of calling hours, the system will default to the country-wide setting for the corresponding days.

Auxiliary Skills

In Bright Pattern Contact Center, distribution of service interactions to agents is based on matching the skills requested by the incoming interaction with the skills possessed by agents. Skills are typically associated with services that the customers are trying to get. Thus, when you configure a service, a default skill representing this service is automatically created by the system. When you assign a team to this service, the default service skill is automatically assigned to all agents of this team.

However, in many cases, a single skill may not sufficiently describe customer’s expectation for the requested service. For example, a general support service may have agents specializing in particular products. In this case, in addition to the default service skill for Support, you may need to define skills for Product Type and assign them to the agents who can provide them for the given type of product. Such additional skills that are defined and assigned manually are referred to as auxiliary skills.

Auxiliary skills also can be used for group-based routing. Consider personal routing, where the system attempts to distribute an interaction to the agent who has handled the previous interaction of the same customer. If this agent is not available, the interaction can be then routed to a group of agents who share a particular property with that specific agent (e.g., work in the same office). Such common properties can also be described as auxiliary skills. For more information, see the description of the Find Agent block in the Scenario Builder Reference Guide.

Note that, starting from version 5.1, the language skills are defined separately via section Language Skills. In previous versions of Bright Pattern Contact Center, languages could be configured in Auxiliary Skills. If you configured languages previously, they will be displayed in Auxiliary Skills as "Language - Old."

Note: Auxiliary skills are supported for voice and chat media channels only.

How to Create Auxiliary Skills

To create auxiliary skills, select Auxiliary Skills from the Call Center Configuration menu. In Bright Pattern Contact Center, related skills are organized in groups. To set up a new group of related skills, click add skill group and enter the group name (e.g., Accounting). To define a skill within this new group, click add skill and enter the skill name (e.g., AP). Repeat the last step for every accounting skill used in your contact center. Note that skill names must be unique within the entire contact center configuration and not just within the group. Note also that auxiliary skill names may not coincide with names of any services since the latter are used for default service skills.

To edit or delete previously defined skills and skill groups, hover the cursor over their names and click either edit or delete . Please note: When you delete a group, all skills within this group will be deleted as well. Unlike the default service skills, auxiliary skills must be assigned to agents explicitly. See section Skills Levels for more information.

Language Skills

Language Skills, like Auxiliary Skills, allows you to select language skills for your agents that can be configured in Skill Levels. For example, a customer may request a service in a specific language. In this case, in addition to default service skills, you need to select a language skill and assign it to the agents who can provide the requested service in this language.

In Language Skills, languages may be selected from a preconfigured drop-down menu. Additionally, some of these languages are auto-detectable in emails; detectable languages will have a checkmark in the Auto-Detectable in Email column.

In previous versions of Bright Pattern Contact Center, languages could be configured in Auxiliary Skills. If you configured languages previously, they will be displayed in Auxiliary Skills as "Language - Old."

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to language skills, we recommend that all affected logged-in agents refresh their browser page.

How to Add Language Skills

To select language skills, select Language Skills from the Call Center Configuration menu. To add a new language skill, click the add button and select the language from the drop-down menu. To edit or delete languages, hover the cursor over their names and click either edit or delete . Unlike the default service skills, language skills must be assigned to agents explicitly. See section Skills Levels for more information.

Notes About Languages

“Chinese – Traditional Han” and “Chinese – Simplified Han” are mapped to Chinese - Taiwan and Chinese - China, respectively. Note that we will keep our current list of Chinese languages (borrowed from Java locales – China, Hong Kong, Macau, Singapore, Taiwan) and will not switch to the conventional classification of dialect groups (Mandarin, Wu, Gan, Xiang, Min, Hakka, Yue).

Languages Skills in Email

When configuring services for email in Scenario Entries, language skills are an important element. The list of languages in Optional Filters is limited to the configured language skills that are auto-detectable.

If the Set language skill based on detected language checkbox is selected, emails with undetectable languages will be sent to the default email service regardless of keyword matches. Moreover, if the language of an email is detectable but not on the list of configured languages of the call center, the email will be sent to the default email service.

For more information on language skill settings for email, see Services Tab in Email.

Audio Treatments

Audio treatments are prerecorded audio signals (tones, music, or messages) that the system plays to the listener in specific situations, such as when a call is waiting in queue or on hold. Bright Pattern Contact Center provides default audio treatments for all such situations. You can replace these default treatments with your own custom treatments.

To listen to the current treatments or to replace them with custom treatments, select the Audio Treatments option of the Call Center Configuration menu.

Select the situation for which you wish to use your custom audio treatment. You can click the audio icon to listen to the currently used message. To replace the current treatment with your new custom treatment, click upload and select the desired voice file. The audio content must be encoded in uncompressed PCM A-law or µ-law 16-bit format.

Note that instead of replacing these tones altogether, you can adjust the volume of the existing tones. To do so, click the audio icon, download the corresponding audio files, use a third-party audio-editing application to adjust the volume, and upload the modified file back into the system.

Screen Properties

The Audio Treatments screen properties are described as follows:

Hold and queue music

Hold and queue music is the audio that is played to the party currently waiting on hold or in queue. For specific queues, this signal can be redefined at the scenario level. See the description of the Find Agent block in the Scenario Builder Reference Guide.

Call in queue notification

Call in queue notification indicates that there is a service call waiting in queue. This notification can be provided to agents with matching skills who are currently in the After Call Work state. Note that this message will be played only if enabled as part of service configuration.

Use the repeat every setting to define how often this notification will be played.

Internal chat notification

Internal chat notification indicates the arrival of an internal chat interaction.

External chat and preview record notification

This notification indicates the arrival of an external chat interaction. This signal is also used to indicate the delivery of a preview record for outbound campaigns.

Use the repeat every setting to define how often this notification will be played until the interaction is accepted.

New chat message notification

When enabled, this notification tone will notify agents about the arrival of every new chat message within their established chat sessions.

Note: This setting enables playback for agents only. If you want your customers to receive an audio notification upon arrival of chat messages from agents, you should enable this capability in the code of your mobile chat applications and/or web HTML snippets.

DTMF suppression sound

This is the sound that the agents will hear instead of the actual DTMF for the calls via dial-in scenario entries where the DTMF Suppression Function is enabled. In a multi-party call where there can be multiple agents and multiple external parties, only agents are isolated. Any participant on a call without a user_id may hear the DTMF digits. The user_id is isolated in order to support agents logged in on external numbers (trunk calls) as well as on nailed connections.

Note: For the calls where DTMF was suppressed in the above manner, their voice recordings will also contain the DTMF suppression sound instead of actual DTMF tones.

While logged on external phone

You can redefine the three signal tones that the agents hear when using an external phone (i.e., when they log in with the phone device option An external phone or Dial-in and keep line open):

• incoming call – Equivalent to ringing tone
• call waiting - incoming call while talking – Indication of another incoming call while talking
• line idle – Indication that current active call is terminated

While logged on a softphone

You can redefine the following two signal tones that the agents hear when using a softphone (i.e., when they log in with the phone device option Softphone with computer headset):

• incoming call – Ringing tone
• call waiting - incoming call while talking – Indication of another incoming call while talking
• call end notification - When enabled, this sound indicates that the call has ended
• call on hold end notification - When enabled, this sound indicates that the call is no longer on hold

Shared Voice Segments

Many contact center functions rely on voice messages that are prerecorded and played back to customers in various situations. For example, inbound call processing typically starts with an interactive voice response script that greets the callers, prompts them to select specific services, and provides information, such as business hours. In outbound campaigns, voice messages can be used to announce the purpose of the call and offer opt-out options.

You can upload the related voice messages directly into the corresponding scenario blocks. However, if your contact center has many different scenarios that use similar voice prompts and announcements, it may be more convenient to define their common parts externally, and then use them in specific scenarios. Such externally defined voice messages are called shared voice segments.

Shared voice segments can be either prepared and uploaded as voice files or recorded over the phone. The latter is convenient when a message may have to be updated in response to some unplanned events (e.g., insurance services responding to a natural disaster) or when a message has be recorded by an external party (e.g., a political campaign).

Note that if your contact center provides services in several languages, you may need to provide the same voice segment in all those languages. Voice messages in different languages with the same meaning are treated as one logical shared voice segment.

To create and edit shared voice segments, select the Shared Voice Segments option from the Call Center Configuration menu.

Configuring a New Voice Segment

To configure a new voice segment, click + and enter its unique Name in the Properties tab. Subsequent configuration depends on the method you choose to record the message.

If you have a segment prerecorded as a voice file:

1. Click add.
2. Select the Language in which of the voice message is recorded.
3. Provide a Description of the message (e.g., the text of the message itself).
4. Click upload and select the voice file with the message. (Note that the message must be encoded in uncompressed A-law or µ-law PCM 16-bit format and the maximum size of the file is 20 MB.)

You will see the voice message identified by its language and description in the list. Repeat these steps for the same message in other languages. You can use the mouse-over operation to edit or delete specific voice messages within the segment.

If your voice message will be recorded over the phone:

1. Click Apply to save the voice segment.
2. Create a voice scenario that uses the Record block for recording of voice messages over the phone.

For more information, see the description of the Record block in the Scenario Builder Reference Guide. Note that Bright Pattern Contact Center also provides a scenario template called Voice Prompt Recording, which you can customize for your purposes.

Using a Shared Voice Segment in a Scenario

To use a shared voice segment in a specific prompt of your scenario, set the voice segment type to Shared Voice, and select the desired segment.

Shared voice segments can also be used as prerecorded (canned) messages that agents can play to the customers directly from their desktops. Such segments must first be assigned to the services/campaigns where they can be used. When assigned, the segments will appear in the prerecorded message menu of the Agent Desktop application when the agent handles calls associated with the corresponding service/campaign.

To see the scenarios and services where the selected shared voice segment is currently used, click the Associations tab.

Voicemail

Bright Pattern Contact Center supports voicemail functions. For more information about Bright Pattern Contact Center voicemail, see sections Configuring Your Voicemail and Listening to Voicemail Messages of the Bright Pattern Contact Center Agent Guide.

To configure general (system-level) voicemail settings, select the Voicemail option from the Call Center Configuration menu. Personal email settings are configured via the Users menu of the Contact Center Administrator application and/or User Profile settings of the Agent Desktop application.

Screen Properties

The Voicemail screen properties are described as follows.

Voicemail forwarding timeout

This is the default timeout for forwarding of unanswered calls to voicemail. The default value is 15 seconds. Users can redefine this timeout via their individual profile settings.

Voicemail scenario

Voicemail scenario indicates which scenario should be used for the voicemail function. The Default scenario is built-in and is configured using the remaining settings on this screen. The default scenario provides a generic voicemail function that should be sufficient in most cases. For complex voicemail functions (e.g., different content of the email notification depending on the type of call), you can define a different scenario that can use any number of Voicemail blocks configured for various conditions.

Prompt for “user at extension” message

This setting can be changed for the Default voicemail scenario only (see above).

The prerecorded default greeting is in English and sounds like this: The user at extension [user’s extension number] is not available. At the tone, please record your message.

Use this setting to modify the segment of this greeting that comes before the extension variable.

Note that users can record personalized greetings, which will be applied instead of this default greeting when someone tries to reach them in their absence.

Prompt for “is not available…” message

This setting can be changed for the Default voicemail scenario only (see above).

Use this setting to modify the segment of this greeting that comes after the extension variable in the prerecorded default greeting (see above).

Use secure voicemail

This setting can be changed for the Default voicemail scenario only (see above).

Voicemail notifications are delivered to users via email. By default, voicemail messages are attached to those emails as audio files and can be played back via any standard media player. If you select this checkbox, the voicemail messages will be stored encrypted in the system and the emails will instead contain a link that will require authentication prior to message playback. For more information, see section Listening to Voicemail Messages of the Agent Guide.

Note that any user registered in the system will be able to listen to the voice message upon clicking the link and logging in. This capability is essential to enable message recipients to forward some of their voicemail to other users. If you wish to ensure that only the original recipients can access their voicemail, create a different voicemail scenario with option Allow only this user enabled.

From display name

This setting specifies the display name of the email sender. This setting can be changed for the Default voicemail scenario only (see above).

From address

This setting specifies the email address of the email sender. This setting can be changed for the Default voicemail scenario only (see above).

Subject

This setting specifies the subject line of the email. The Subject setting can be changed for the Default voicemail scenario only (see above).

Message

This setting can be changed for the Default voicemail scenario only (see above).

The text to be sent as a message body. If the email notification contains an access link (as opposed to an audio file attachment), the link should consist of your Agent Desktop URL and variable $(URL_SUFFIX). For example: http://abc-insurance.my-service-provider.com/$(URL_SUFFIX). To insert and edit default message body text, click default.

Omni-Channel Routing

Bright Pattern Contact Center enables contact center agents to handle multiple interactions of different media types simultaneously. The agent’s availability to handle an interaction is determined via a capacity model that takes into account how much of the agent’s capacity is occupied by interactions of various media types that the agent is already handling, how much spare capacity the agent must have to be able to handle an interaction of a specific media type, and relative priorities of various media types.

To configure agent capacity, select the Omni-Channel Routing option from the Call Center Configuration menu.

Screen Properties

The Omni-Channel Routing screen properties are described as follows.

Capacity share taken by each interaction

This setting specifies the percentage of total agent capacity occupied by a single interaction of the given media type. </