Audio Treatments

Bright Pattern Documentation

Generated: 8/14/2022 9:34 am
Content is available under license unless otherwise noted.


Find Agent

In the Scenario Builder application, the Find Agent scenario block finds an agent qualified to handle a given interaction. When the agent becomes available, the block creates a variable called $(destination) and sets it to the agent’s phone number (for voice) or username (for chat). Note that Omni-Channel Routing settings may determine the frequency with which certain interaction types are routed to your agents.


Find Agent scenario block


Important:

The Connect Call or Connect Chat block should be used immediately after the Find Agent block to connect the interaction to the identified agent.

For example, the scenario should proceed in the following way:

  1. The scenario collects data from a caller.
  2. Based on the collected data, the scenario determines the qualifications necessary to handle the call.
  3. The scenario uses the Find Agent block to find an agent with the necessary qualifications (e.g., Peter at extension 151).
  4. That agent’s extension is stored internally in the $(destination) variable. In this example, the variable is set to 151.
  5. The scenario uses the Connect Call block to distribute the call to the number stored in the $(destination) variable.

Note that the block properties will be different depending on whether it is used in a voice or a chat scenario.


Settings

Find Agent (Chat) settings


Title text

Title text is the name of the instance of the block. Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.

Agent skills required

You can select the agent skills required for handling the interaction.

Wait condition

The agent selection rule is expressed as a sequence of escalation intervals with different agent selection criteria defined for each. The term "escalation" implies that each subsequent interval will normally have less stringent selection criteria, thus increasing the probability of finding an agent available to attend to the waiting interaction.

If there are multiple conditions specified in the escalation interval, ALL conditions must match for an agent to be considered. A set of conditions in each interval is independent from conditions in other intervals.

add Interval

Any number of escalation intervals can be defined within the expression. The last interval can be finite or infinite (leave the end time empty to use an infinite interval). To specify an interval, first define its length. Then click add to define your agent selection condition for this interval, which are as follows.

Overflow call handling starts at

This setting defines at which escalation interval the identified agent will be considered an overflow destination, unless his skills/levels match the skill/level requirements of the preceding escalation intervals.

HTML code

HTML code defines the HTML page that the customer will use during the chat session. This setting applies to chat scenarios only.

Initial Message

For chat scenarios only (see image below), the initial message (i.e., first periodic message) is sent in 5 seconds after the interaction enters the queue, and subsequent periodic messages are sent according to the configured timeout, until the interaction leaves the queue.

Periodic Message

For chat scenarios only (see image below), the periodic message is used to send a periodic regular text message in the same way that the Send Message block does. For example, the periodic message could include variables that provide the customer information about EWT or placement in queue.

Escape button

The Escape button is the key on the telephone keypad (0-9, *, or #) that a caller can press to exit the queue. When the caller presses the escape button, the scenario executes the Escape Digit conditional exit. Typically in such situations, the scenario sends the caller to a voicemail or terminates the call. This setting applies to voice scenarios only.

Keep call in queue

If selected, the scenario will keep the call in queue even if there are no agents currently logged on. If not selected, the No Agents conditional exit will be used. This setting applies to voice scenarios only and finite intervals only. It does not apply to the condition Specific agent.

Virtual Queue option

The Virtual Queue option allows the callers to request a callback instead of waiting for an agent in the queue. Calls that requested callbacks will be waiting in a virtual queue. The decision to offer the callback option is made based on the call’s estimated wait time (EWT) in queue. If a caller selects this option, the Callback exit is taken. This exit would normally lead to a Request Callback block where the caller’s original inbound call will be disconnected while his position in the service queue will be preserved. The callback is made when it is the caller’s “turn” to be routed to an agent. Note that the callback option must also be enabled in the general properties of the corresponding service.

To enable the Virtual Queue option, select the enable if EWT is greater than checkbox and specify the threshold EWT; the Virtual Queue option will be offered only if the Estimated Waiting Time for a given call exceeds this threshold value. Specify the Callback button (i.e., the phone key that the caller will have to press to select the Virtual Queue option) to request a callback instead of waiting in the queue. If the Virtual Queue option is selected, the Callback conditional exit will be executed, allowing the scenario to collect the callback data and place the call in the virtual queue (see block Request Callback). The Virtual Queue option applies to voice scenarios only. For more information, see the Virtual Queue Tutorial.

Periodic reminder - repeat every

This setting allows you to specify the number of seconds you want the scenario to wait between playing the Periodic Reminder prompt. Set this field only if you want the scenario to play the Periodic Reminder prompt. Enter 0 if you want to disable this feature. This setting applies to voice scenarios only.

Keep playing hold music while ringing on agent

If selected, the Music on hold will continue after the Find Agent blocks exits; the prompt is stopped only when the subsequent Connect Call block actually connects the caller to the destination (destination answers). Otherwise, the caller will hear the ring-back tone from the moment the call is delivered to the agent and until the agent answers. This option only works if the block actually finds an agent; for all conditional exits, the hold music stops immediately. This setting applies to voice scenarios only.


Conditional Exits

The Find Agent block may take one of the following conditional exits: No Agents, Queue Limit, Escape Digit, Callback, or Timeout.

No Agents

The No Agents exit is taken if no agents with matching skills are logged in (or when the last such agent logs out before the call is routed.)

Queue Limit

Your service provider may have set up a limit for the number of items you can have queued for distribution to agents simultaneously (for all services combined). If an interaction processed by the given scenario exceeds this limit upon entering the queue, the Queue Limit exit will be used. Note that a repeated attempt to place the interaction in the same queue will result in the termination of the scenario.

Escape Digit

The caller presses the escape digit to exit the queue. The Escape Digit exit will be displayed only if the Escape button setting is defined (see below). This exit applies to voice scenarios only.

Callback

The Callback exit will be taken if the Virtual Queue option is offered to and is accepted by the caller. This exit applies to voice scenarios only.

Time Out

The Time Out exit will appear only if you define one or more escalation intervals for Agent skills required, provided that the last interval is finite. The Time Out exit will be taken if the last interval expires before any agents with matching skills become available. Note that if the last matching agent logs out before the timeout expires, the No Agents exit will be taken.


Prompts

The Find Agent block can play any of the following prompts for the caller: Music on hold, Initial Prompt, EWT Announcement, Virtual Queue availability announcement, or Periodic reminder.

Music on hold

The scenario plays the Music on hold prompt while the call is in queue. If not defined, the default Music on hold and in queue treatment will be played. The Keep playing hold music while ringing on agent parameter controls when the music is stopped.

Initial Prompt

If defined, this optional Initial Prompt will be played to the caller as soon as the call is placed in queue (i.e., before the Music on hold starts).

EWT Announcement

The voice scenario plays the EWT Announcement when providing the estimated wait time (EWT). The scenario uses the system to read the actual EWT. For example, the prompt announces The estimated wait time is, and then the system announces the EWT, such as eight minutes.

Virtual Queue availability announcement

The Virtual Queue availability announcement prompt is played to callers to offer them an option of requesting a callback instead of waiting in the queue. See the description of the Virtual Queue option for details.

Periodic reminder

The scenario will periodically play the Periodic reminder prompt to the call in queue at the frequency you set in the Periodic reminder - repeat every field. If you do not set this prompt, the reminder does not play. You can use the EWT Announcement prompt as a reminder prompt.

Keep playing hold music while ringing on agent

The scenario plays the Music on hold prompt while the call is in queue. If not defined, the default Music on hold and in queue treatment will be played. The Keep playing hold music while ringing on agent parameter controls when the music is stopped.

Play random segment

The Play random segment option offers variety of queue audio treatments for voice calls, allowing you to vary the audio treatments played while waiting in the queue.



How to Interpret Your Current State Information

The agent state is the indication of your current availability to handle service calls. This information is used by the system to decide whether a new service call can be delivered to you. The information about the time you spend in each state also appears in reports about your performance.

The Agent Desktop application uses icons to represent agent states. Your current state is shown in the upper left-hand corner of Agent Desktop. These icons, the states they represent, and descriptions of those states are described as follows.

Note: Information in the main text of this section is valid if your system is configured to let you handle one customer interaction at a time. This configuration is most typical when you handle calls only. If you process interactions of other types (e.g., chats or emails), then, depending on your contact center practices, you may be expected to handle multiple interactions simultaneously. The differences in interpretation of your states in this case are briefly explained in the notes following a state description. For a more detailed explanation, see sections Handling Multiple Chat Sessions and General Information About Handling Email.


Agent States

Ready

Ready-State-50.png

You are available to take a service call. In most cases, you make yourself Ready manually. See How to Make Yourself Ready for more information.

Depending on your contact center practices, the Ready state may also be applied automatically under some of the following conditions:

You may also be forced into the Ready state by your supervisor.

Note: If you are expected to handle multiple interactions simultaneously, the Ready state will only be applied when you do not have any active interactions on your desktop. However, in this case you may receive new interactions in states other than Ready.

Ringing

Ringing-State-50.png

You are unavailable to take service calls because one service call is already being delivered to you. The ringing icon is briefly displayed while your phone is ringing.

Busy

Busy-State-50.png

You are unavailable to take new service calls because you are already handling a service call. This state is displayed from the moment the call is connected and until it is released. For outbound calls, it also includes the call dialing phase. When your service call is released, depending on your contact center practices and the services that you provide, you will be switched automatically to either the After Call Work state, the Not Ready state, or the Ready state.

Note: Even if you are expected to handle multiple interactions simultaneously, your state will be displayed as Busy as long as you have at least one active interaction of any media type. However, your actual availability will depend on the number of interactions you are currently handling versus the maximum number of interactions you are expected to be able to handle simultaneously. Therefore, you may receive new interactions when you are in the Busy state.

After Call Work

ACW-State-50.png

You are unavailable to take new service calls because you are processing information related to the call that you previously handled. This state may or may not be used depending on your contact center practices and the services that you provide. If it is used, you will be switched to this state automatically as soon as the call is released by either the customer or yourself. You will remain in this state until you manually make yourself Ready or Not Ready to take another call. Note that your After Call Work state may also end automatically if the time allocated for the after-call work exceeds the limit set by your administrator.

Note: If you are expected to handle multiple interactions simultaneously, you may receive new interactions when you are in the After Call Work state. You will be switched to this state only when the last live interaction on your desktop is finished. (Otherwise, you will continue to be in the Busy state.)

Not Ready

Not-Ready-State-50.png

You are unavailable to take service calls because you are temporarily away from your desktop or busy doing some work that is not directly related to handling of service calls. Under normal circumstances, you make yourself Not Ready manually. Your system may also be configured to let you indicate a specific reason for being Not Ready. For more information, see How to Make Yourself Not Ready and the following Not Ready agent states: Lunch, Away From Desk, and Break. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Depending on your contact center practices, the Not Ready state may also be applied automatically under some of the following conditions:

You may also be forced into the Not Ready state by your supervisor.

Note: You will not receive any interactions while you are in this state regardless of how many interactions you are expected to handle simultaneously.

Lunch

Lunch-State-50.png

You are unavailable to take service calls because you are on your lunch break. Under normal circumstances, you manually set the agent state to Lunch or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Away From Desk

Not-Ready-State-50.png

You are unavailable to take service calls because you are temporarily away from your desktop. Under normal circumstances, you manually set the agent state to Away From Desk or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Break

Not-Ready-State-50.png

You are unavailable to take service calls because you are taking a break. Under normal circumstances, you manually set the agent state to Break or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.



How to Use Personal Chat

At any time during your working session, you can send a Personal Chat message to your supervisor or another member of your team. The use of Personal Chat does not affect your operations with service interactions in any way.


Overview of Personal Chat


How to Send Personal Chat Messages

There are two ways to send Personal Chat messages:

  1. From within the Directory
  2. From the Personal Chats section of the Chat Center.


From the Directory


Chat from within the Directory while working in other areas


From the Chat Center

Choose Select from Directory



Select the user to initiate chat



Additional Features of Personal Chat


Starring a Message

It is possible to bookmark important, individual messages within a chat by clicking the Star Personal-Chat-Star-50.PNG icon. When you star a message, it becomes pinned to the area right of the chat in the Chat Center. Please note: You can only star received messages, not sent ones.


To star a message, follow these steps:

  1. Find the message.
  2. Click the Star Personal-Chat-Star-50.PNG.
  3. The star will have changed from a light color Personal-Chat-Star-50.PNG to a dark color Personal-Chat-Marked-Star-50.PNG.


From here, you will see the starred message appear in the area to the right of the chat.


Example of a starred message


When you click on the starred message, it will act as a shortcut, bringing the message to the top of the chat area.


Starred messages act as bookmarks within a Personal Chat



How to Accept a Chat Request

When logged in to the Agent Desktop application and in the Ready state, you are available to receive interactions such as chats at any time. Accepting a chat request is simple.

When a service chat interaction is delivered to your desktop, you will hear a tone and see an alert pop-up window titled Web Chat indicating a chat request. Your state will change from Ready to Busy. The alert pop-up window will display the name of the service requested by the customer as well as the customer’s name if it was provided in the chat request form.


Web chat alert


To accept the chat request, follow these steps:

  1. Click the Accept button.
  2. The Active Communications List will display the chat icon Chat-Icon-50.png, which indicates that the chat session is now established and the timer for this session will start.
  3. The available customer information will be displayed in the Contact Info Panel.
  4. You can now begin a chat session with the customer.


A service chat session


If you do not accept a chat request within a predefined amount of time, you will be automatically switched to the Not Ready state. You will need to make yourself manually Ready when you are ready to receive another chat.


Note: Unaccepted chat requests will appear in your performance and activity reports.



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.


Scenario Entries > Messaging/Chat


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.


Check "Visible to agents" and add directory to enable agent chat transfer


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.


Agents can upload photos or icons to their User Profiles in Agent Desktop


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.


To upload a chat session icon, click Upload and then click Apply


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 Cobrowsing-icon-53.PNG 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,

      Co-browsing-together.PNG


  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 Cobrowsing-icon-53.PNG 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.


Co-browsing during live chat


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.


The hand icon indicates an agent is viewing the customer's screen


Co-browsing is turned off when the customer clicks the Co-browsing Co-browse-icon-52.png 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:


Set Variable block with the variable $(item.sendTranscript)


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



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.


Scenario Entries > Dial-in


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.

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:

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:

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.




Selecting a Phone Device

During login, it is possible to make a selection of the device you will use to handle phone calls. Your system administrator will advise you about the option you should select on your first login. The selected option will be remembered for subsequent login attempts with this browser on your computer.

To select the device, click the current setting of the Phone device property in the login dialog box. A list of phone device options appears.

Phone device selection


Phone Device Options

Choose one of the following phone devices to use in the Agent Desktop application.

Softphone with computer headset

This device is a softphone application working as a phone in your computer. A high-quality headset is recommended for this option, such as Plantronics USB DSP series. When you select this option, the extension number assigned to you in configuration will be your phone number for the duration of the login session.

An internal phone

An internal phone is a hardware phone connected directly to the system. This can be a SIP-based phone on your desk, such as Polycom SoundPoint. Enter the desired phone number in the field next to this option.

An external phone

An external phone is any public phone number that can be dialed from the system (e.g., your home or mobile phone when working from home). Enter the desired phone number in the field next to this option.

Depending on your system configuration, once established, your external phone connection may be kept open even when the remote party hangs up. This is normal behavior that is sometimes used to optimize utilization of the established PSTN phone connections. If this option is used in your contact center, you will not need to hang up the phone on your side. Termination of a current active call will be indicated using a special tone. Arrival of the next call will be announced both visually via your Agent Desktop application and via another special tone on your open phone connection. You can accept this call using the Accept button on your screen. For more information, see section How to Answer an Incoming Call.

Note that the open line may be automatically disconnected if it stays open for longer than a few minutes without any active calls. If the open line is disconnected automatically or if you release it manually, arrival of the next call will be announced via the regular ringing signal. Your administrator will provide more information about the correct use of the external phone and any configured timeouts.

Default phone

Default phone is a hardware phone permanently assigned to you in the system configuration.

Dial-in and keep line open

Also known as a nailed connection, this option allows you to establish a phone connection with the system from any phone upon login and use this established physical connection for handling of all subsequent calls within your login session. If this option is used, the phone number to call for the initial connection will be provided to you by your administrator. Arrival of calls will be announced both visually via your Agent Desktop application and via a special tone on your open phone connection. You can accept these calls using the Accept button on your screen. For more information, see section How to Answer an Incoming Call. Termination of active calls will be indicated via another special tone.

Normally, the line will be kept open until you log out of the Agent Desktop application. If your application or browser are closed without a logout while you have a customer call, the system will wait for this call to be released by the remote party before closing the nailed connection. See section How to Terminate Your Working Session for more information.

No phone

You can use this option if you plan to work with text-based interactions only (i.e., chat and email).


Selecting a Phone Device

During login, it is possible to make a selection of the device you will use to handle phone calls. Your system administrator will advise you about the option you should select on your first login. The selected option will be remembered for subsequent login attempts with this browser on your computer.

To select the device, click the current setting of the Phone device property in the login dialog box. A list of phone device options appears.

Phone device selection


Phone Device Options

Choose one of the following phone devices to use in the Agent Desktop application.

Softphone with computer headset

This device is a softphone application working as a phone in your computer. A high-quality headset is recommended for this option, such as Plantronics USB DSP series. When you select this option, the extension number assigned to you in configuration will be your phone number for the duration of the login session.

An internal phone

An internal phone is a hardware phone connected directly to the system. This can be a SIP-based phone on your desk, such as Polycom SoundPoint. Enter the desired phone number in the field next to this option.

An external phone

An external phone is any public phone number that can be dialed from the system (e.g., your home or mobile phone when working from home). Enter the desired phone number in the field next to this option.

Depending on your system configuration, once established, your external phone connection may be kept open even when the remote party hangs up. This is normal behavior that is sometimes used to optimize utilization of the established PSTN phone connections. If this option is used in your contact center, you will not need to hang up the phone on your side. Termination of a current active call will be indicated using a special tone. Arrival of the next call will be announced both visually via your Agent Desktop application and via another special tone on your open phone connection. You can accept this call using the Accept button on your screen. For more information, see section How to Answer an Incoming Call.

Note that the open line may be automatically disconnected if it stays open for longer than a few minutes without any active calls. If the open line is disconnected automatically or if you release it manually, arrival of the next call will be announced via the regular ringing signal. Your administrator will provide more information about the correct use of the external phone and any configured timeouts.

Default phone

Default phone is a hardware phone permanently assigned to you in the system configuration.

Dial-in and keep line open

Also known as a nailed connection, this option allows you to establish a phone connection with the system from any phone upon login and use this established physical connection for handling of all subsequent calls within your login session. If this option is used, the phone number to call for the initial connection will be provided to you by your administrator. Arrival of calls will be announced both visually via your Agent Desktop application and via a special tone on your open phone connection. You can accept these calls using the Accept button on your screen. For more information, see section How to Answer an Incoming Call. Termination of active calls will be indicated via another special tone.

Normally, the line will be kept open until you log out of the Agent Desktop application. If your application or browser are closed without a logout while you have a customer call, the system will wait for this call to be released by the remote party before closing the nailed connection. See section How to Terminate Your Working Session for more information.

No phone

You can use this option if you plan to work with text-based interactions only (i.e., chat and email).