Lists

Bright Pattern Documentation

Generated: 6/25/2022 1:34 pm
Content is available under license unless otherwise noted.

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:

list field values

The list field values property allows you to select records with specific values of certain fields.

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).

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:

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

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 field-based quotas, note the following:

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.

Note the following:



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

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 wizard


List Import

The list import wizard screens and properties are described as follows.


List Type screen

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

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)

Format Type screen


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)

Format Options screen


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

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 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:

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)

Key screen


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 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:

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


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:

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





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.


Call Center Configuration > Integration Accounts


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 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:

Properties

Amazon AWS integration account 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.


Bot / chat suggestions engine properties


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.


Alterra bot/chat suggestions engine integration account properties


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.


Watson Conversation bot/chat suggestions engine integration account properties


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.


Loxysoft WFM integration account properties


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.


Selecting the type of Messenger integration account


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.


Facebook Messenger integration account properties


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.


LINE integration account properties


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.


Nexmo integration account properties


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.


Telegram messenger integration account properties


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.


Viber messenger integration account properties


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.


NICE account integration properties


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.


Natural Language Understanding integration account properties


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.


Next Caller integration account properties


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.


Field mapping


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.


Single Sign-On integration account properties


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.


Watson integration account properties


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.


GoVivace integration account properties


Statistics Data Receiver Integration

Properties

The properties of Statistics Data Receiver integration accounts are described as follows.


Statistics Data Receiver integration account properties


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."


Watson TTS integration properties


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."


Google Cloud TTS integration properties

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.


TDG integration account properties


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.


Field mapping


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:


WFM TCP protocol settings


HTTP POST

If HTTP POST is selected, the following options appear:


HTTP POST protocol settings


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.


Zapier integration account properties


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.


External Knowledge Base integration account properties


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.




Importing Calling Lists and Exporting Campaign Results

You can import calling lists for your outbound campaigns directly from Salesforce.com (SFDC) and set up automated periodic updates of such lists to include changes made to the corresponding data in SFDC. You can also automatically create SFDC records based on campaign results.

In order to enable calling lists to be imported and campaign results to be exported, you must first enable access to SFDC data. See the integration steps of section Enabling SFDC Data Access from Scenarios.

For more information about list data, see the Contact Center Administrator Guide, section Lists.


How to Import List Data from SFDC

Step 1: Create a list

  1. In the Contact Center Administrator application, select Lists from the configuration menu, and click the Import list button. This will start the List Import Wizard.

  2. In the first wizard screen (List Type), select Create a list from Salesforce.com SOQL query.

    Sfdc-integration-guide-image25.PNG
  3. Click Next.


Step 2: Name your list

  1. In the Name and Source dialog, assign a unique List Name.

  2. Select the Saleforce.com integration account.

  3. Specify the query for selecting Saleforce.com records for this calling list. The query must be written in the Salesforce Object Query Language (SOQL). Note that the selected records must contain object identifiers and must have at least one phone number field.

  4. Click Next.


SFDC-List-Import.PNG


Step 3: Review and Edit list fields if needed

  1. Edit the list fields as necessary. For more information, see the Contact Center Administration Guide, section Lists. Note that SFDC object identifiers will be used as keys for list record identification; therefore, field ID will be automatically marked as a required field.

  2. Click Next.


Sfdc-integration-guide-image27.PNG


Step 4: Confirm import results

  1. Review the results of import, and click Ok.

  2. In the List Properties view, enable periodic updates of this list. (Note that for lists of 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.)

  3. If necessary, edit other list properties and assign this list to your campaign.

  4. Click Apply.


Note: There is a 30 second timeout on the Bright Pattern side to begin receiving data from SFDC after the SOQL query is submitted. This timeout applies to both the initial list import and subsequent periodic updates.


How to Export Campaign Results to SFDC

Step 1: Select a campaign

  1. In the Contact Center Administrator application, in section Services and Campaigns, select a campaign.

  2. Open the Results tab.

  3. Click the add link under Periodic Salesforce.com Export Jobs. The Edit Salesforce.com Export Parameters dialog will open.


Note that there is no dependency between data export and import. Export to SFDC can be configured for any campaign regardless of the source of the data.


Step 2: Specify export job parameters and type of object to be created

  1. Define the general parameters of the export job.

    Edit Salesforce.com Export Parameters


  2. Under Destination, select the Salesforce.com integration account.

  3. Then specify the type of Salesforce.com object that will be created using the results of this campaign.


Sfdc-integration-guide-image28.PNG


Step 3: Enable field mapping

  1. Click the Map fields button and map properties of the specified Salesforce.com object to the corresponding campaign result fields.

  2. In the dialog that appears, for each object property that will be defined using the campaign data, click the $() link.

  3. Select the corresponding field of the campaign results, and, if necessary, edit it in the Value to set field.

  4. Note that object fields of type ID are generated automatically by SFDC and cannot be modified.


Sfdc-integration-guide-image29.PNG

Step 4: Test the results of the export

  1. Click the Test by creating object button.

  2. Check that an object of the specified type is created in SFDC with the mapped properties filled with test data.



< Previous | Next >


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.


Results tab


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:

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.


Periodic Export of Recordings dialog window


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:

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.


Export Campaign Results


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.


Edit Export Parameters


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

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.


Edit Salesforce.com Export Parameters


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.




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.


Call Center Configuration > Integration Accounts


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 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:

Properties

Amazon AWS integration account 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.


Bot / chat suggestions engine properties


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.


Alterra bot/chat suggestions engine integration account properties


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.


Watson Conversation bot/chat suggestions engine integration account properties


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.


Loxysoft WFM integration account properties


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.


Selecting the type of Messenger integration account


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.


Facebook Messenger integration account properties


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.


LINE integration account properties


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.


Nexmo integration account properties


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.


Telegram messenger integration account properties


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.


Viber messenger integration account properties


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.


NICE account integration properties


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.


Natural Language Understanding integration account properties


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.


Next Caller integration account properties


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.


Field mapping


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.


Single Sign-On integration account properties


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.


Watson integration account properties


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.


GoVivace integration account properties


Statistics Data Receiver Integration

Properties

The properties of Statistics Data Receiver integration accounts are described as follows.


Statistics Data Receiver integration account properties


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."


Watson TTS integration properties


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."


Google Cloud TTS integration properties

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.


TDG integration account properties


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.


Field mapping


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:


WFM TCP protocol settings


HTTP POST

If HTTP POST is selected, the following options appear:


HTTP POST protocol settings


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.


Zapier integration account properties


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.


External Knowledge Base integration account properties


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.







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.


Results tab


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:

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.


Periodic Export of Recordings dialog window


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:

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.


Export Campaign Results


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.


Edit Export Parameters


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

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.


Edit Salesforce.com Export Parameters


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.




Interaction Records Search

When you select the Interaction Records tab from the top of the screen, the application pane will initially display a search page where you define media type(s) of the interactions you are looking for as well as other search criteria, such as time frame, participating agent(s), and/or service(s) involved.

This section offers an overview of the Interaction Records Search feature. For detailed descriptions of search criteria and search results, see sections List of Interaction Records Search Criteria and Search Results.


Please note, only completed interaction segments appear in the Interaction Records search. For emails, this means that an email will only appear in search results after it has been replied to, closed without reply, or saved as a draft. Thus, emails in the initial distribution queue will not be shown.


The standard aggregation period for the raw data used to produce detailed interaction records and historical reports is 15 minutes; therefore, under normal circumstances, detailed records for completed interactions and agent activities is available in Interaction Records and Agent Timeline with a maximum delay of 15 minutes.


Adding Search Conditions

Your search criteria can have any number of conditions (i.e., search criteria). To add a condition to your search, click add condition. To edit or delete an existing condition, use the mouse-over operation.


Interaction records search


Saving Search Conditions

You can save a set of search conditions for future use--a helpful capability for when you regularly run the same searches and you do not want to add conditions manually each time you search. To save a set of search conditions, click Save and assign a name to it. To use a previously saved set of search conditions, click Load, and select its name from the drop-down menu.


Click "Save" to save your search conditions for future use


Viewing Search Results

When all desired search conditions are specified, click the Search button. The Search Results page will open with the list of interaction records matching your search criteria. Each row of the displayed table describes a single interaction.


Search results


Note that an interaction may have multiple segments (e.g., when a call was handled by multiple agents). The number of segments in a call is shown in the Segments column. You can see details for each segment of a selected call by clicking that number.

Some columns show data that is media-type specific (e.g., Case ID Subject is only relevant for emails). You can adjust the format of your table to display only the columns for the data that you need. To remove columns, hover over any column header, open the drop-down menu, and unselect the columns for the data you do not need.

You can download all records that appear in the Search Results page in the .CSV format. To export the records, click the export button at the bottom of the page.

You can also manually download email content, call recordings, and call progress analysis (CPA) recordings for the interactions shown in the Search Results page. Note that manual download is limited to up to 100 emails, 100 call recordings, and 500 CPA recordings, respectively.

Periodic automated export of call/CPA recordings is configured via Services and Campaigns > Results Tab of the Contact Center Administrator application.


Erasing Interaction Content

The Erase feature for an interaction record allows you to remove the content of the record (i.e., voice recording and/or transcript for a call, the transcript for a chat, message body for an email, etc.), which may be necessary in order to comply with privacy laws or security standards. When taking this action, note that you can delete the content of one interaction at a time. For bulk erasure of interaction content, see the Contact Center Administrator Guide, section Results Tab > Interactions Erasing.


An interaction record with the option to erase it


How to Erase Interaction Content

To erase content of a single interaction, take the following steps:

  1. Configure the desired criteria for your records search and find the desired interaction record.
  2. Open the record for review by clicking it's content item.
  3. At the bottom of the record, select the Erase Interaction-Records-Erase-Button-53.PNG button; this will pop the Erase interaction window

    Interaction-Records-Erase-Window-1-53.PNG


  4. Select Items to erase, which displays the type of content you wish to erase (e.g., a voice recording, a transcript, or both)
  5. Fill in the mandatory Reason field; this allows you to provide a reason the content was erased.
  6. Select the Erase button and you will see a new prompt, warning you that erasing the interaction is permanent.

    Interaction-Records-Erase-Interaction-Prompt-53.PNG


  7. Select the Erase button again and the interaction will be permanently erased. Note that for email interactions, the Erase function erases content of one email message at a time. For other media types (voice, chat), the content of the entire interaction will be erased at once, regardless of the number of interaction segments.


Note that in the interaction window, if you select the segment that was erased, a message will display the time, date, user, and reason the interaction was erased.

Interaction-Records-Erased-Interaction-Message-53.PNG



Outbound - General

The following general campaign settings are configured in the General section of the Services and Campaigns Outbound tab.


General Settings

Outbound campaign general settings


Type

This is the type of campaign. There are four different campaign types from which to choose.

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

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:

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.


Predictive Options

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:

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.


Progressive Options

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:

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.


Automatic (IVR) options

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:

Note that this checkbox is unchecked by default and this setting is not currently available for use with hardphones.


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.


Numbers tab overview


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.


Scenarios tab screen properties


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.


Select the desired Caller ID number to use for the service


A pull-down menu offers the following methods:


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.


The Caller ID list is shown at the bottom of the screen


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.




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:

list field values

The list field values property allows you to select records with specific values of certain fields.

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).

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:

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

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 field-based quotas, note the following:

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.

Note the following:



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:

list field values

The list field values property allows you to select records with specific values of certain fields.

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).

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:

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

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 field-based quotas, note the following:

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.

Note the following:



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:

list field values

The list field values property allows you to select records with specific values of certain fields.

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).

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:

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

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 field-based quotas, note the following:

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.

Note the following:



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.


Services & Campaigns > Outbound Voice Service > Outbound > Calling Hours


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 - 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.


Services & Campaigns > Outbound Voice Service > Outbound > Calling Hours


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.



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.


Custom fields are added to Contact, Company, Case, Activity History, and the Knowledge Base


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.


Custom Contact field settings


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.


Custom Company field settings

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.


Custom Case field settings


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.


Custom Activity History field settings

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.


An example of Knowledge Base custom fields


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.


Custom Knowledge Base field settings




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.


Call Center Configuration > General Settings


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.



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.


Results tab


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:

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.


Periodic Export of Recordings dialog window


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:

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.


Export Campaign Results


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.


Edit Export Parameters


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

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.


Edit Salesforce.com Export Parameters


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.






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.


Services & Campaigns > Outbound Voice Service > Outbound > Calling Hours


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.



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.


Results tab


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:

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.


Periodic Export of Recordings dialog window


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:

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.


Export Campaign Results


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.


Edit Export Parameters


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

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.


Edit Salesforce.com Export Parameters


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.





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.


Forms > Activity


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.


Use these buttons to add, edit, delete, import, and export forms


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 CCA-Form-Edit-Button-51.png 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 CCA-Form-Clone-Button-51.png 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 CCA-Form-Import-Button-51.png 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 CCA-Form-Export-Button-51.png button.
  3. The form will be downloaded immediately.


Properties

Activity form properties are edited in the Properties tab.


Activity form 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:


Adding fields and sorting options to the activity form


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.


Used in... tab



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.


Services & Campaigns


Types of Services

To create a service, click the Add service Add-Service-Button-50.PNG 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.


Select the type of service you would like to create



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.


Services & Campaigns > Outbound Voice Service > Outbound > Dial Rules


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:

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:

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.

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.


The Edit Dial Rule dialog window is where you update settings for each dial rule of the outbound voice campaign



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

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 wizard


List Import

The list import wizard screens and properties are described as follows.


List Type screen

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

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)

Format Type screen


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)

Format Options screen


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

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 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:

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)

Key screen


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 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:

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


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:

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