Starting Agent Desktop

Bright Pattern Documentation

Generated: 8/13/2022 3:32 am
Content is available under license unless otherwise noted.

  1. REDIRECT 5.3:Contact-center-administrator-guide/Appendices/SystemRequirements


Selecting a Phone Device

Included in Agent Desktop settings is the ability to select the device you use to handle phone calls.

On your very first login to the system, if your system administrator has configured a default phone option, this option will be immediately available to you (i.e., you will not need to configure anything).

If the default option or the previously selected option is not available, you will be prompted to select a phone device after logging in. Your system administrator will advise you about the option you should select; the selected option will be remembered for subsequent login attempts with this browser on your computer.

Should you need to access phone device settings after your initial login, select Phone Device from your settings menu; a list of phone device options will appear.

Note: Because your system administrator can configure phone device options, you may not see all of the following options in your settings. Certain options may not be selectable due to web browser or operating system restrictions (i.e., they are greyed out). Additionally, the following functionalities are not supported unless the BPClient plugin is installed:

Note: In order to use screen monitoring, both users (i.e., the host of the monitoring and monitored user) should have the BPClient plugin installed.

Note that the process of selecting phone devices changed in Bright Pattern Contact Center version 5.5.0.


Phone device selection


Phone Device Options

Choose one of the following phone devices to use in the Agent Desktop application. A high-quality headset is recommended for any device that uses audio, such as Plantronics USB DSP series. Note: When switching between phone devices, you must log out and log in again.

Phone via soundcard/headset (Agent Helper Application)

This device is a softphone application working as a phone in your computer. When you select this option, the extension number assigned to you in configuration will be your phone number for the duration of the login session.

Secure phone via soundcard/headset (Secure Agent Helper Application)

This softphone device, while similar to the Phone via soundcard/headset (Agent Helper Application) option, provides encrypted audio. Additionally, when you select this option, the extension number assigned to you in configuration will be your phone number for the duration of the login session.

Secure phone via browser audio (Web RTC)

This option utilizes WebRTC, an open-source project that allows secure (i.e., encrypted) real-time communications in your web browser; it is available only for web browsers that support WebRTC (e.g., Internet Explorer (IE) does not support WebRTC). This option may be used if you experience problems with your other softphone devices. When you select this option, the extension number assigned to you in configuration will be your phone number for the duration of the login session.

Internal hardphone, my default number

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

Internal hardphone, number

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

External phone, PSTN number

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

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

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

Dial-in and keep line open (nailed connection)

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

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

Login without phone

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



Logging into Agent Desktop

Bright Pattern's Agent Desktop application can be launched from any supported web browser, including Chrome, Firefox, Safari, and Internet Explorer.

To log in to Agent Desktop, you will need to know the following:

Note that Bright Pattern offers single sign-on (SSO) functionality for the contact center platform. SSO enables access to both Bright Pattern's Agent Desktop and Wallboard applications when you log in to either one of these applications. For example, if you log in to Agent Desktop and then navigate to Wallboard, you will find yourself already logged in to that application as well.

Step 1: Enter login credentials

  1. Open your web browser and type in your contact center's URL:

    https://<yourcontactcenter>.brightpattern.com/agentdesktop

    For example: https://example.brightpattern.com/agentdesktop

  2. In the Username and Password fields of the dialog box, enter the username and password provided to you by your system administrator. Do not change other fields of the dialog box unless instructed to do so by your system administrator.

  3. Click the Log in button.


Enter username and password to log in to Agent Desktop.


Step 2: Confirm permissions and change password (if needed)

If this is your first time logging in to Agent Desktop, you may be asked to confirm your permission to show notifications from this web page. Confirm your permission to display notifications.

If you forgot your password, you may request it by clicking the Forgot password link. Password recovery instruction will be sent to you by email. Note that in order to receive those instructions, your email address must be associated with your user account in the Bright Pattern Contact Center Administrator system. If in doubt, contact your administrator to have your password reset manually.

Once logged in, you can change your password via the settings menu in the top right corner of your application screen.

How to change your password

  1. Click your User Profile photo icon User-Icon-50.png. Note: If you have not uploaded a photo to your user profile, click on the Settings icon AD-Settings-Icon-50.png instead.

  2. Select the Change Password option.


Click the Settings icon to change your password.


Depending on your contact center security policies, you may also be required to change your password upon initial login and/or at regular time intervals (e.g., every 90 days).

Step 3: Navigate the user interface

Successful logging into the Agent Desktop application marks the beginning of your working session. Your current status will be displayed in the upper-left corner of the application screen.


Agent status is set in the upper left-hand corner of Agent Desktop.


If you are an agent, depending on your contact center practices, you may be assigned either the Not Ready or Ready state upon login. If the Not Ready state is assigned, you will not receive any service calls until you manually change your state to Ready. If the Ready state is assigned, you may receive an interaction immediately upon login. See How to Interpret Your Current State Information for more information about the agent states and how to change them.

If you are not an agent, you will be assigned the status Available Agent-State-Ready-50.png immediately upon login. This status indicates to your colleagues your availability to communicate. If you prefer not to be disturbed by incoming calls or instant messages, consider manually changing your status to Not Ready Agent-State-Not-Ready.png by clicking the drop-down menu icon below the current status indicator. For more information about availability indicators, see section How to Use the Directory.

Some of the functions described in this guide may not be available to you. This usually means that either the corresponding capabilities are disabled in your contact center, or you do not have the permissions to use the function in question. If you believe that you need access to such functions in order to perform your tasks, contact your system administrator.



Working as an Agent

As a supervisor, you will normally have all agent functions available to you, including handling service interactions and managing your states. For information about how to use these functions, refer to the Bright Pattern Contact Center Agent Guide.

If you wish to work as an agent during your working session, simply change your user status from Supervising to Ready:

  1. Click the User Status Indicator/Selector icon and select Ready as soon as you are ready to handle service interactions.
  2. Follow the instructions in the Agent Guide for all further operations related to manual agent state handling.


Selecting the Ready state


Note: In the Bright Pattern Contact Center system, access to various functions is controlled via role assignment. In order to be able to perform agent functions, you may need an agent role assigned to you by your system administrator, in addition to the supervisor role. If, after logging in, you cannot change your state to Ready, this probably means that you do not have an agent role assigned to you, and you will not be able to make or receive service calls. Contact your system administrator for the agent role to be added to your profile.