Phone Devices

Bright Pattern Documentation

Generated: 7/02/2022 5:59 am
Content is available under license unless otherwise noted.

Installing and Updating the Agent Desktop Helper Application

The Agent Desktop Helper Application is a software component that provides many functions for the Agent Desktop application, such as a softphone, screen-pop, logging, indication of audio device changes, alerts on all audio devices, screen recording and monitoring, and voice quality monitoring.

From time to time, you may be prompted by Agent Desktop to install the Agent Desktop Helper Application on your computer or enable it in your web browser. This article will guide you through the process of downloading, installing, and enabling the application on any browser.

You don't need local system administrative privileges on your PC to set up and use Agent Desktop and Agent Desktop Helper Application

When Do You Need the Agent Desktop Helper App?

You may be prompted by a warning message to download and install the Agent Desktop Helper application when...

A warning message such as the one shown contains instructions for installing and enabling the Agent Desktop Helper Application component on your computer. The exact text of the message and your actions will depend on the browser you are using.


Agent Desktop update message


How to Enable the Application for Various Browsers

The Agent Desktop Helper Application is supported on Google Chrome, Microsoft Edge, Microsoft Internet Explorer, Mozilla Firefox, and Safari. Some browser extensions or other settings may need to be enabled, depending on your browser.

Chrome

The Agent Desktop Helper Application is enabled for Chrome using an extension called Agent Desktop Chrome Extension.

How to Enable the Extension for Chrome

  1. When prompted by the warning message, follow the instructions to download and install the Agent Desktop Helper Application (Mac: bpclient_mac.pkg, Windows: BPClientSetup.exe).

    Agent Desktop update message


  2. After installation is complete, go to the Chrome Web Store and click Add to Chrome to get the Agent Desktop Chrome Extension.

    Chrome Extensions > Agent Desktop Chrome Extension


  3. Then click Add extension.

    Confirm that you want to add the extension


  4. Go to Settings > Extensions (or type “chrome://extensions/” in your browser’s address bar), find the Agent Desktop Chrome Extension, and set the slider to On. Doing so will enable the extension for Chrome. When the slider is gray, the extension is not enabled. When the slider is blue, it is enabled.

    Chrome Settings > Extensions > Agent Desktop Chrome Extension


  5. Alternatively, you may enable the extension by clicking Details and setting the slider to On. The other settings in Details are optional.

    Agent Desktop Chrome Extension details


  6. Go back to the Agent Desktop application and refresh the page. You can now begin using it.


Edge

The Agent Desktop Helper Application is enabled for Microsoft Edge 85 and later using an extension called Agent Desktop Chrome Extension.

How to Enable the Extension for Edge

  1. When prompted by the warning message, follow the instructions to download and install the Agent Desktop Helper Application (Windows: BPClientSetup.exe).

    Agent Desktop update message


  2. After installation is complete, go to the Chrome Web Store and click Add to Chrome to get the Agent Desktop Chrome Extension.

    Adding the extension


  3. Then click Add extension.

    Confirm that you want to add the extension


  4. You will then see the extension's icon in the Edge toolbar. To check that the extension is enabled for Edge, click the icon and then click Manage extensions.

    Click Manage extensions to enable the extension for Edge


  5. Set the slider to On to enable the extension for Edge. When the slider is black/white, the extension is not enabled. When the slider is blue, it is enabled.

    Manage extensions > Agent Desktop Chrome Extension


  6. Go back to the Agent Desktop application and refresh the page. You can now begin using it.


Firefox

The Agent Desktop Helper Application is enabled for Firefox version 53 and later through the use of an extension called Agent Desktop Extension.

How to Enable the Extension for Firefox

  1. In Agent Desktop, you will be prompted by a warning message.

    Example of an Agent Desktop warning message


  2. Follow the instructions in the message to download the Agent Desktop Helper Application (Mac: bpclient_mac.pkg, Windows: BPClientSetup.exe) and install and enable the Agent Desktop Extension:

    1. Click the downloading link to download the application.

    2. Run the installer, and follow all the instructions given on your screen.

    3. Click the Agent Desktop Extension link in the warning message to install the Agent Desktop Extension. Doing so will bring up a Firefox dialog such as the one shown, asking you to allow the Agent Desktop Extension to be installed as an add-on. Click Continue to Installation.

      Example dialog for Firefox add-on installation


  3. Make sure that the extension is enabled in Firefox Add-ons. Go to Firefox Menu > Add-ons (or type about:addons in the address bar of the browser to access the extension).

    Firefox > Menu > Add-ons


  4. The Agent Desktop Extension should be shown as Enabled, and the slider should be switched to On. When the slider is gray, the extension is not enabled. When the slider is blue, it is enabled.

    Agent Desktop Firefox Extension in about:addons


  5. If you click on Agent Desktop Extension, you can view and change the other settings for the extension. Those settings are optional.

  6. You can now return to the Agent Desktop application. Refresh the page to begin using it.


Internet Explorer

Internet Explorer does not require an extension, but if you use Internet Explorer 11 or higher, the browser's Enhanced Protected Mode must be disabled in order for all Agent Desktop application logs to appear in the same folder (e.g., “C:\Users\<UserName>\AppData\Local\Temp\logs”).

The logs provide information about what has happened in the application while you were logged in. Having logs is important because you may need to provide them to your supervisor or administrator if ever you need troubleshooting assistance.

How to Disable Enhanced Protected Mode

  1. In the browser application, click Tools (Alt+X) and select Internet options.

  2. Click the Security tab, and deselect the Enable Enhanced Protected Mode checkbox.

  3. Click OK.

Safari

The Agent Desktop Helper Application is enabled for Safari 10, 11, and 12 on Mac OS X 10.12 (Sierra) and higher through the use of an extension, which is packaged in the Agent Desktop Helper Application installer (bpclient_mac.pkg). The installer will detect the OS X version your system is running on and will install the extension only if needed.

How to Enable the Application for Safari

  1. When prompted by the warning message, follow the instructions to download the Agent Desktop Helper Application (bpclient_mac.pkg).

    Agent Desktop update message
  2. Follow the prompts to install “CSIM Client Plugin.”

    Install CSIM Client Plugin


  3. After installation is complete, refresh the Agent Desktop webpage. You can now begin using it.


Mac Security/Privacy Settings

If you are on a Mac, note that you may have to update your security/privacy settings, in addition to all the aforementioned steps for installing/updating the Agent Desktop Helper Application on various browsers.

In your privacy settings, allow both "Agent Desktop Helper" and "bpclient" apps to use the microphone. This step is required, no matter which web browser you are running.


Example of allowing apps to use the microphone in Security & Privacy > Privacy


Other Updates

From time to time, the Agent Desktop Helper Application may have to be updated to support new system functionality. When a new version of this component becomes available, you may see a warning message similar to the one described above prompting you to upgrade. Follow the instructions of the message to update and enable the Agent Desktop Helper Application component on your computer.

Troubleshooting

This section describes some common issues you might experience and what you should do.

I just installed the Agent Desktop Helper Application but I still get the warning message in Agent Desktop.

What this might mean:

A message says a network issue is disrupting your phone device.

What this might mean:

A message says I logged in with a softphone, but the Agent Desktop Helper app is not installed or is blocked by your computer.

What this might mean:

None of this helps me.

Contact your supervisor and/or service provider to request assistance.




Purpose

The Bright Pattern Contact Center Simplified Desktop .NET API Specification describes the methods and events of the Simplified Desktop .NET API, which provides access to a number of functions of the Bright Pattern Contact Center Agent Desktop application from .NET-based third-party applications.

For more information about the Agent Desktop application, see the Bright Pattern Contact Center Agent Guide.



Installing and Updating the Agent Desktop Helper Application

The Agent Desktop Helper Application is a software component that provides many functions for the Agent Desktop application, such as a softphone, screen-pop, logging, indication of audio device changes, alerts on all audio devices, screen recording and monitoring, and voice quality monitoring.

From time to time, you may be prompted by Agent Desktop to install the Agent Desktop Helper Application on your computer or enable it in your web browser. This article will guide you through the process of downloading, installing, and enabling the application on any browser.

You don't need local system administrative privileges on your PC to set up and use Agent Desktop and Agent Desktop Helper Application

When Do You Need the Agent Desktop Helper App?

You may be prompted by a warning message to download and install the Agent Desktop Helper application when...

A warning message such as the one shown contains instructions for installing and enabling the Agent Desktop Helper Application component on your computer. The exact text of the message and your actions will depend on the browser you are using.


Agent Desktop update message


How to Enable the Application for Various Browsers

The Agent Desktop Helper Application is supported on Google Chrome, Microsoft Edge, Microsoft Internet Explorer, Mozilla Firefox, and Safari. Some browser extensions or other settings may need to be enabled, depending on your browser.

Chrome

The Agent Desktop Helper Application is enabled for Chrome using an extension called Agent Desktop Chrome Extension.

How to Enable the Extension for Chrome

  1. When prompted by the warning message, follow the instructions to download and install the Agent Desktop Helper Application (Mac: bpclient_mac.pkg, Windows: BPClientSetup.exe).

    Agent Desktop update message


  2. After installation is complete, go to the Chrome Web Store and click Add to Chrome to get the Agent Desktop Chrome Extension.

    Chrome Extensions > Agent Desktop Chrome Extension


  3. Then click Add extension.

    Confirm that you want to add the extension


  4. Go to Settings > Extensions (or type “chrome://extensions/” in your browser’s address bar), find the Agent Desktop Chrome Extension, and set the slider to On. Doing so will enable the extension for Chrome. When the slider is gray, the extension is not enabled. When the slider is blue, it is enabled.

    Chrome Settings > Extensions > Agent Desktop Chrome Extension


  5. Alternatively, you may enable the extension by clicking Details and setting the slider to On. The other settings in Details are optional.

    Agent Desktop Chrome Extension details


  6. Go back to the Agent Desktop application and refresh the page. You can now begin using it.


Edge

The Agent Desktop Helper Application is enabled for Microsoft Edge 85 and later using an extension called Agent Desktop Chrome Extension.

How to Enable the Extension for Edge

  1. When prompted by the warning message, follow the instructions to download and install the Agent Desktop Helper Application (Windows: BPClientSetup.exe).

    Agent Desktop update message


  2. After installation is complete, go to the Chrome Web Store and click Add to Chrome to get the Agent Desktop Chrome Extension.

    Adding the extension


  3. Then click Add extension.

    Confirm that you want to add the extension


  4. You will then see the extension's icon in the Edge toolbar. To check that the extension is enabled for Edge, click the icon and then click Manage extensions.

    Click Manage extensions to enable the extension for Edge


  5. Set the slider to On to enable the extension for Edge. When the slider is black/white, the extension is not enabled. When the slider is blue, it is enabled.

    Manage extensions > Agent Desktop Chrome Extension


  6. Go back to the Agent Desktop application and refresh the page. You can now begin using it.


Firefox

The Agent Desktop Helper Application is enabled for Firefox version 53 and later through the use of an extension called Agent Desktop Extension.

How to Enable the Extension for Firefox

  1. In Agent Desktop, you will be prompted by a warning message.

    Example of an Agent Desktop warning message


  2. Follow the instructions in the message to download the Agent Desktop Helper Application (Mac: bpclient_mac.pkg, Windows: BPClientSetup.exe) and install and enable the Agent Desktop Extension:

    1. Click the downloading link to download the application.

    2. Run the installer, and follow all the instructions given on your screen.

    3. Click the Agent Desktop Extension link in the warning message to install the Agent Desktop Extension. Doing so will bring up a Firefox dialog such as the one shown, asking you to allow the Agent Desktop Extension to be installed as an add-on. Click Continue to Installation.

      Example dialog for Firefox add-on installation


  3. Make sure that the extension is enabled in Firefox Add-ons. Go to Firefox Menu > Add-ons (or type about:addons in the address bar of the browser to access the extension).

    Firefox > Menu > Add-ons


  4. The Agent Desktop Extension should be shown as Enabled, and the slider should be switched to On. When the slider is gray, the extension is not enabled. When the slider is blue, it is enabled.

    Agent Desktop Firefox Extension in about:addons


  5. If you click on Agent Desktop Extension, you can view and change the other settings for the extension. Those settings are optional.

  6. You can now return to the Agent Desktop application. Refresh the page to begin using it.


Internet Explorer

Internet Explorer does not require an extension, but if you use Internet Explorer 11 or higher, the browser's Enhanced Protected Mode must be disabled in order for all Agent Desktop application logs to appear in the same folder (e.g., “C:\Users\<UserName>\AppData\Local\Temp\logs”).

The logs provide information about what has happened in the application while you were logged in. Having logs is important because you may need to provide them to your supervisor or administrator if ever you need troubleshooting assistance.

How to Disable Enhanced Protected Mode

  1. In the browser application, click Tools (Alt+X) and select Internet options.

  2. Click the Security tab, and deselect the Enable Enhanced Protected Mode checkbox.

  3. Click OK.

Safari

The Agent Desktop Helper Application is enabled for Safari 10, 11, and 12 on Mac OS X 10.12 (Sierra) and higher through the use of an extension, which is packaged in the Agent Desktop Helper Application installer (bpclient_mac.pkg). The installer will detect the OS X version your system is running on and will install the extension only if needed.

How to Enable the Application for Safari

  1. When prompted by the warning message, follow the instructions to download the Agent Desktop Helper Application (bpclient_mac.pkg).

    Agent Desktop update message
  2. Follow the prompts to install “CSIM Client Plugin.”

    Install CSIM Client Plugin


  3. After installation is complete, refresh the Agent Desktop webpage. You can now begin using it.


Mac Security/Privacy Settings

If you are on a Mac, note that you may have to update your security/privacy settings, in addition to all the aforementioned steps for installing/updating the Agent Desktop Helper Application on various browsers.

In your privacy settings, allow both "Agent Desktop Helper" and "bpclient" apps to use the microphone. This step is required, no matter which web browser you are running.


Example of allowing apps to use the microphone in Security & Privacy > Privacy


Other Updates

From time to time, the Agent Desktop Helper Application may have to be updated to support new system functionality. When a new version of this component becomes available, you may see a warning message similar to the one described above prompting you to upgrade. Follow the instructions of the message to update and enable the Agent Desktop Helper Application component on your computer.

Troubleshooting

This section describes some common issues you might experience and what you should do.

I just installed the Agent Desktop Helper Application but I still get the warning message in Agent Desktop.

What this might mean:

A message says a network issue is disrupting your phone device.

What this might mean:

A message says I logged in with a softphone, but the Agent Desktop Helper app is not installed or is blocked by your computer.

What this might mean:

None of this helps me.

Contact your supervisor and/or service provider to request assistance.




Phone Devices 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:






WebRTC Considerations

WebRTC is an open-source project that allows secure (i.e., encrypted) real-time communications in web browsers. Starting from version 5.5.0, Bright Pattern Contact Center software includes the Secure phone via browser audio (Web RTC) phone device option.

If you will be using this option in your contact center, please note the following.

All Browsers

Firefox

Safari

Internet Explorer




How to Use the Directory

You can contact users registered in your contact center by selecting them from the Directory tab. The directory displays users in your organization grouped by teams. It may also show service queues and some frequently used external numbers.

To view directory contacts, click the Directory tab. The directory will initial. Service queues and external numbers also will be organized in folders. To see items of a particular team or folder, click the arrow icon next to its name.

Additionally, you can search for a directory item by typing the contact name or number in the search field that you see above the list of contacts. As you type, only the matching items will remain visible in the directory.

For users registered in your contact center, the directory provides information about their current availability to communicate:


Directory


Placing a Call From the Directory

To call a number from the directory, follow these steps.

  1. Select the contact you wish to call. The contact’s number will appear in the Number Input Field.
  2. If necessary, select the service as described in section How to Make an Outbound Call.
  3. Click the Initiate call button.


Presence Icons

Available

Available.png

The user is at the desk and is not on a phone call.

Away

Away-Icon-5399sc.png

The user is logged in but is likely to be away from the desk at the moment. This status is assigned automatically if no computer activity has been detected for the last 15 minutes. As soon as some activity is detected, the user is automatically switched to status Available. This status does not prevent you from attempting to contact the user.

Do Not Disturb

DND.png

The user has manually set the status indicating the desire not to be contacted at the moment. This status does not prevent you from attempting to contact the user.

On the Phone

On-The-Phone-Icon-5399sc.png

The user is currently on a phone call. This status is assigned automatically when the user makes or answers a phone call. This status applies to users busy with phone calls only; status Available will be displayed for users who handle interactions of any other media types.

Logged out

Logged-Out-Icon-5399sc.png

The user is currently logged out.


Agent State Icons

Ready

Ready.png

The user is in the Ready state.

Not Ready

Not-Ready-Icon-5399sc.png

The user is in the Not Ready state. Note that the text of both system Not Ready reasons and custom Not Ready reasons are displayed.

Busy

The user is in the Busy state. For this state, the directory displays the media type of the interaction the user is busy with (i.e., call, chat/SMS, email, or preview).

If an agent has multiple interactions of different media types, only one media type is displayed in the following precedence order:

After Call Work

ACW.png

The user is in the After Call Work state.

Supervising

Supervising.png

The user is in the Supervising state.

Logged Out

Logged Out.png

The user is logged out.


Service Queue Icons

Example of queue icons shown in the directory


Logged in, Ready

Directory-Queue-Green1-555.PNG

For this service, one or more agents are currently in the Ready state. The availability icon is shown in green. If any additional service metrics are configured to be shown in the directory, those metric names and values are shown next to the availability icon.

Logged in, Not Ready

Directory-Queue-Yellow1-555.PNG

For this service, one or more agents are logged in but none are currently in the Ready state. The availability icon is shown in yellow. If any additional service metrics are configured to be shown in the directory, those metric names and values are shown next to the availability icon.

Logged out

Directory-Queue-White1-555.PNG

For this service, all agents are currently logged out. The availability icon is shown in white. If any additional service metrics are configured to be shown in the directory, those metric names and values are shown next to the availability icon.





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.

Microsoft Teams, Direct Routing number

If your contact center uses the Microsoft Teams integration, this option allows you to use your Direct Routing number as a softphone device in Agent Desktop. When you configure this option, note that the phone number must be entered exactly as it is displayed in Microsoft Teams. The phone number may contain digits, the + symbol, and the , symbol only. Note: If this option is enabled, Microsoft Teams user presence is not synchronized with Agent Desktop; the Agent Desktop directory will display Agent Desktop user presence.

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).



Users

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

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

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

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

How to Define and Edit User Information

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


Users & Teams > Users

The Users list provides the following information:

Importing and Exporting Users

The Contact Center Administrator application allows you to import users, including their passwords, teams, skills and other properties in bulk, by uploading a specially formatted spreadsheet. Additionally, you may export your existing users list, change it, and upload it back. Import and export operations are activated by the arrow buttons at the bottom of the user list view. Both the .XLS and the .XLSX formats are supported for import and export.

Export Users

To export a list of users, click the export users CCA-Users-Export-Users-Button-5399maint.PNG button; a window will pop that allows you to select the download format (i.e., .XLS or .XSLX). Then select Export and the list will download.

Note: An easy way to obtain a user import template is to apply the export operation, and then use the produced spreadsheet as an import template.

Import or Update Users

Using the import/update wizard, it is possible to upload new users or update existing users. To import a list of users, click the import or update users CCA-Users-Import-Users-Button-5399maint.PNG button. If you require a list of existing users, you may click the Download Current List of Users button. You may upload a list in either the .XLS or the .XSLX format.

During the upload, the system checks column header names in a case-insensitive way to match the specification. To ensure your list is successfully uploaded, you may download a sample template that displays the system-accepted format details. To download the template, click Download Sample with Format DetailsCCA-Users-Upload-Format-Button-5599may2021.PNG.

Most errors may be downloaded from the Errors screen, with the exception of errors due to an invalid import format. Invalid import format errors will be displayed immediately in the Contact Center Administrator UI. Note that you will not be able to complete the import until all errors are resolved.

The following ID fields are included in the upload format:

User Import and Export Notes


Screen Properties

Person tab

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

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


Users > Person tab


Username

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

Note that a username can be changed; in order for changes to be made, this feature must be enabled by your service provider for your contact center. If enabled, username changes can be done only via the Contact Center Administrator application and the BPCC SCIM-Compliant User Provisioning API. Username changes cannot be done via the Agent Desktop application, user import, or the BPCC Configuration API.

When changing a username, please consider the following:

Password

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

Confirm password

The Confirm password field is mandatory.

Change password

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

API secret

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

Disabled

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

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

User must change password on next login

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

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

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

Lockout

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

First name

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

Last name

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

Team

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

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

Training Class

Training Class, a feature of the Omni QM module, allows you to define a training class for a given user. Training Classes are created in the Contact Center Administrator application, section Users & Teams > Training Classes. Training Class is used as an optional search parameter in select QM Reports; for more information, contact your service provider.

Supervisor in charge

Supervisor in charge, a feature of the Omni QM module, allows you to define a specific supervisor as being responsible for a given user. Supervisor in charge is used as an optional search parameter in select QM Reports; for more information, contact your service provider.

Record calls

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

Title

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

About me

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

Photo

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

There is a maximum size of 9MB for photos. However, photos are compressed to fit the user interface elements where they are displayed. Note that the maximum size for uploaded files may be further limited by your service provider.

Maximum concurrent chats - Limit number of chats on the agent

Maximum concurrent chats lets you define the total number of concurrent chats an agent will process at a given time. If this setting is configured, the system will choose the smaller number from between this setting and the Omni-Channel Routing setting for chat (i.e., if chat is configured at the maximum, too).

Note that when set to a lower number of chats than set in omni-channel routing, this setting will impact agent occupancy, where 100% of occupancy will be the maximum number of chats from the omni-channel routing setting, and less when clamped down by this per-user setting (e.g., 4 chats in omni-channel routing - 100%, clamped to 3 - 75%).

Contacts tab

Users > Contacts tab


Chat nickname

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

Rank

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

Phone extension

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

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

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

A user’s extension number cannot be changed while the user is logged on to that extension; if a change is attempted, an error message will display, "Cannot change extension number while agent is logged on that extension." Also note that the user can log in with a different number (e.g., a hardphone number).

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

Forward all calls for ext…

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

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

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

to

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

Forward on no answer after

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

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

Default hardphone number

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

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

Enable voicemail

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

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

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

Send to voicemail after

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

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

Use this voicemail greeting

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

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

Work phone

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

Mobile phone

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

PIN code for phone login

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

Email address

Email address is the user’s email address that the system will use for delivery of password reset instructions, voicemail messages, and scheduled reports. It must be specified if the voicemail is enabled because the user will be notified of new voicemail messages via email. Additionally, this email address is not used for distribution of service email interactions to the agents.

Note: This field must be filled out in order to save an assigned System Administrator role to a user.

Location tab

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


Users > Location tab


Region

The geographic region for the user (e.g., "US"). This property is required.

Your contact center is associated with a region by default. The Region selector is used to initialize user region at the time of creation. If your service provider has enabled multiple regions to be used for your contact center, you will be able to select a non-default region for the user from the selector.

Time zone

The time zone for the user (e.g., "-08:00 America/Los_Angeles"). This property is required.

Country

The country in which the user works (e.g., "United States"). This property is optional.

State/Province

The state or province in which the user works (e.g., "CA"). This property is optional.

City

The city in which in which the user works (e.g., "San Bruno"). This property is optional.


Login Info tab

This tab provides a variety of user login information; it may be consulted for quick user diagnostics. The properties are as follows.


Users > Login Info tab


Login state

Displays the login state of the user

Since

Captures the date and time of user's last login state change (i.e., the Contact Center Administrator application or the Agent Desktop application); note that it is not updated if the user opens additional applications or changes to/from the Supervision mode

App Type and version

Displays the name and the version of the app the user used in the most recently, including Mobile Agent

Browser type and version

Displays the name and the version of the web browser the user used in the most recent session

Selected phone device option

Displays the phone device option the user used in the most recent session

OS

Displays the name of the user's operating system, including mobile devices.

IP address (public)

The public IP address of the user

Raw User-Agent string

Displays the HTTP User-Agent browser identification header, which is automatically submitted by the web browser

Agent Desktop Helper version

Displays the version number of the user's Agent Desktop Helper Application

Mobile Device Model

If the Mobile app is used by this agent, this field displays the mobile device the app was used on.

Roles tab

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


Users > Roles tab


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



Phone Device

The Phone Device setting allows you to change the phone device option. For more information, see Selecting a Phone Device.


Settings > Phone Device


Note that any change made to your phone device will require you to log out then back in again before it is recognized.


Phone Device menu options