Phone Devices

Bright Pattern Documentation

Generated: 12/09/2021 2:23 am
Content is available under license unless otherwise noted.

Phone Devices Tutorials Overview

Bright Pattern Contact Center software supports a variety of phone devices for your agents to use as well as the ability for administrators to configure access to these devices. In order to promote maximum efficiency in your contact center, you may find it helpful to streamline the available phone device options.

The following phone device configuration tutorials are based on likely use cases for your contact center; they include the following:

Note: The following functionalities are not supported unless the BPClient plugin is installed:

Additional Notes:




Ensuring a Secure Voice Channel for Agents

An essential part of maintaining a secure organization is using secure communication channels. Bright Pattern Contact Center software contains two secure (i.e., encrypted) phone device options: the Secure Agent Helper Application and WebRTC.

The WebRTC device allows browser-based encrypted real-time communications and the Secure Agent Helper Application device is an encrypted softphone application working as a phone in your computer. Note that you must have the current BPClient plugin installed if you wish to support screen recording and monitoring, audio notifications through all audio devices, and other specific elements; we recommend reviewing the documentation for more information.

If you want to allow secure options only for your agents to use in the Agent Desktop application, take the following steps.

Note: If you are using the WebRTC phone device option, please see WebRTC Considerations.

Configuration

  1. In the Contact Center Administrator application, go to section Call Center Configuration > Phone Devices.
  2. For the Allow the following phone device options in Agent Desktop applications section, select only Secure phone via browser audio (Web RTC) and/or Secure phone via soundcard/headset (Secure Agent Helper Application) (i.e., you may select one or both of these options).
  3. Depending on your selected options, for the Default device for new agents section, you can select one of the devices to be available for new agents in your contact center. For existing agents, they may need to adjust their settings in the Agent Desktop application, section Settings > Phone Device.
  4. When you are finished, click Apply.


Secure voice options



Using Bright Pattern Contact Center Software with a Chromebook

If your contact center’s agents are using Chromebooks with the Chrome web browser, all phone device options are supported except the Agent Helper Application and the Secure Agent Helper Application.

If you want to configure options for your agents to use in the Agent Desktop application, take the following steps.

Note: If you are using the WebRTC phone device option, please see WebRTC Considerations.

Configuration

  1. In the Contact Center Administrator application, go to section Call Center Configuration > Phone Devices.
  2. For the Allow the following phone device options in Agent Desktop applications section, select any options except the Agent Helper Application and the Secure Agent Helper Application.
  3. Depending on your selected options, for the Default device for new agents section, you can select one of the devices to be available for new agents in your contact center. For existing agents, they may need to adjust their settings in the Agent Desktop application, section Settings > Phone Devices.
  4. When you are finished, click Apply.


Select WebRTC for Chromebooks



Faster Agent Onboarding Using Browser Audio as a Phone

If a primary consideration for your contact center is being able to quickly familiarize your agents with the Agent Desktop application, you will want to have a phone device that is immediately available to them. The WebRTC device allows encrypted, browser-based real-time communications; it is supported by a number of popular web browsers including Chrome, Firefox, Opera, and so forth.

Additionally, if your organization requires the use of secure communication channels and would like to use the Secure Agent Helper Application but requires time to install the app on all devices, you can WebRTC to be the primary/only option to use until the transition to the Secure Agent Helper application is complete.

In order to configure this option for your agents to use in the Agent Desktop application, take the following steps.

Note: If you are using the WebRTC phone device option, please see WebRTC Considerations.

Configuration

  1. In the Contact Center Administrator application, go to section Call Center Configuration > Phone Devices.
  2. For the Allow the following phone device options in Agent Desktop applications section, select Secure phone via browser audio (Web RTC).
  3. For the Default device for new agents section, select Secure phone via browser audio (Web RTC). Note that existing agents may need to adjust their settings in the Agent Desktop application, section Settings > Phone Devices.
  4. When you are finished, click Apply.


Note: If you are transitioning to the Secure Agent Helper Application, this device may be added as an additional option when the process is completed.


Configure secure options for agents



Enforcing Screen Recording and Monitoring

If screen recording and monitoring is a primary concern for your organization, Bright Pattern Contact Center software supports this with the Agent Helper Application and the Secure Agent Helper Application phone devices. As a reminder, these options support a number of other features, including audio notifications through all audio devices, the G729 codec, and so forth; we recommend reviewing the documentation for more information.

In order to configure this option for your agents to use in the Agent Desktop application, take the following steps.

Configuration

  1. In the Contact Center Administrator application, go to section Call Center Configuration > Phone Devices.
  2. For the Allow the following phone device options in Agent Desktop applications section, select Phone via soundcard/headset (Agent Helper Application) or select Secure phone via soundcard/headset (Secure Agent Helper Application).
  3. Depending on your selected options, for the Default device for new agents setting, you can select one of the devices to be available for new agents in your contact center. For existing agents, they may need to adjust their settings in the Agent Desktop application, section Settings > Phone Devices.
  4. When you are finished, click Apply.
  5. Note: When these options are selected, you must install the application on your computer. For instructions, see the Agent Guide, section Installing and Updating the Agent Desktop Helper Application.


The BPClient plugin makes screen recording and monitoring possible



Diagnosing Agent Phone Connection Problems

If your agents experience phone connection problems, you can use the Login Info tab to supplement any information retrieved from error messages and quickly determine the problem’s cause.

Certain properties can yield important clues. For example, in the Browser type and version property, if you see an agent is using the Internet Explorer (IE) web browser, you will know immediately the agent does not have the option to use WebRTC, and therefore the problem is not with browser-based audio. Another useful property is IP address (public), which allows you to perform tracing to see if there are any issues on the path from the server to the displayed IP address.


Users > Login Info tab