Administration Tutorials

Bright Pattern Documentation

Generated: 5/29/2022 5:16 am
Content is available under license unless otherwise noted.

Tutorials for Admins Overview

Tutorials for Admins is a collection of articles that explain how to accomplish specific goals using Bright Pattern's Contact Center Administrator application. Step-by-step tutorials cover various topics related to configuration, integrations, setting up services, building scenarios, AI and bots, and much more.

Audience

Readers of this guide are expected to be familiar with and have access to Contact Center Administrator, the application that is used for configuring contact center operations and generating reports.

Questions?

Tutorials for Admins is a growing collection of "how-to" articles. If you need help with a topic that is not already covered in documentation, please contact Customer Success Management, connect with us via the Contact Us page, or post comments to documentation articles.

Guide Sections

The following is a list of sections in this guide.



AI & Bots Overview

AI and Bot tutorials provide step-by-step instructions on how to create functional chatbots and integrate them into your contact center services.

Learn how to create chatbots, configure chatbot integration, and how to get your Bright Pattern scenarios to work with your integrated chatbots.

For more information about using the Contact Center Administrator application, see all Tutorials for Admins.

Bot Creation

Integration Account Configuration

Putting It All Together in Bright Pattern



API Overview

API tutorials show you how to enable/Create API capabilities for your contact center. You will learn how to connect Bright Pattern's API with cURL and more.

Tutorials



Chat Overview

Chat tutorials show you how to enable chat/messaging capabilities for your contact center. You will learn how to set up chat services, place Bright Pattern's chat widget on your website, and more.

Tutorials

Configuration

Design

Launching Chat on Webpages



Configuration Overview

Section Configuration presents tutorials about configuration steps you should follow in order to accomplish specific tasks within your contact center, for example, configuring hours of operation. Configuration articles may require knowledge about and access to various Bright Pattern Contact Center applications, such as Contact Center Administrator, Scenario Builder, Form Builder, Agent Desktop, and so forth.

Tutorials


Email Tutorials

Section Email presents tutorials about the email configuration required for appropriate filtering and routing.

Tutorials




Forms Overview

Bright Pattern form-building exercises and tutorials show you not only how to set up forms in the Contact Center Administrator application and the Form Builder application, but to then use these forms to help your contact center accomplish its business goals.

These examples highlight the important configuration steps needed to get your forms up and running in the Agent Desktop application, as well as optional enhancements.

Form-Building Exercises

These articles are available in the Form Builder Reference Guide, section Form-Building Exercises.

Tutorials



Integrations Overview

The tutorials in this section offer step-by-step instructions on how to configure integration accounts for your contact center. For more on integrations, see the Contact Center Administrator Guide, section Integration Accounts.

Tutorials

AWS S3 Recordings Storage

Integration Account Configuration

Single Sign-On (SSO) Integration



Lists Overview

The tutorials in this section offer step-by-step instructions on how to work with lists in your contact center.

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

Tutorials



Welcome to the Number Provisioning Guide

The Bright Pattern Number Provisioning Guide provides instructions for using Bright Pattern's Contact Center Number Provisioning application; this application is cloud-based software that enables you to self-service your phone number provisioning needs.

Learn how to use the Number Provisioning module by exploring the following sections of this guide:

What is Number Provisioning?

The Number Provisioning application is a web based cloud software application and is the fastest and easiest way to manage phone numbers for your contact center. This guide explains in detail all the different ways that you can manage your phone numbers.

Prerequisites

Readers of this guide are expected to be familiar with basic operations with computer (Windows/Mac) operating systems and Internet applications.


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About Omni DID

In telephony, Direct Inward Dialing (DID), also known as direct dial-in (DDI), is the association of a public switched telephone network (PSTN) phone number with an internal voice extension or user in a private branch exchange (PBX). Simply put, DID links a phone number to a PBX extension

Bright Pattern Contact Center software currently supports DID functionality, and with the Omni DID feature, expands on the existing functionality and, utilizing our software’s built-in omnichannel functionality, allows direct connection for voice calls and SMS conversations. Additionally, Omni DID lets you customize built-in system scenarios for the purpose of saving activity history to CRM integrations and more.

What Does Omni DID Do for My Contact Center?

With Omni DID configured in your contact center, this means your users have the capability to use their personally assigned numbers to be able to call and SMS customers. Also, Omni DID makes it possible to automate identification and save activity history to CRM integrations, which means you don’t have to worry about logging interactions post-transaction, which might result in lost data, and so forth. Without Omni DID, agents can still contact customers but from shared, service-associated phone and SMS numbers.

How Does Omni DID Work?

Omni DID is configured in the Contact Center Administrator application and can be enabled for both voice and SMS interactions.

For voice-enabled access numbers, Omni DID can point to an extension or a user. When a voice-enabled access number is configured for DID to an extension, the extension may belong to a user or may be a standalone hardphone; the user’s login status is not relevant in this case. When a voice-enabled access number is configured for DID to a user, the system tries to deliver inbound calls to the phone number this user is currently logged in with, if any.

When a SMS-enabled access number is configured for DID, configuration is possible only for users and not for extensions/phone devices. As with voice, inbound SMS interactions come from the SMS gateway to the SMS-capable access number. The system treats the incoming interactions as chat interactions, so a customer chat scenario can be defined.

Tutorials


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:




Remote Assist Admin Overview

When the Bright Pattern Contact Center Remote Assist (RA) feature is enabled for your contact center, you can provide remote desktop/mobile device support to customers during conversations. That means having authorized access to the customer’s device screen, having navigational control, and being able to type and make changes on their device during an active interaction. Remote Assist makes it easier to provide troubleshooting and help.

RA grants agents the ability to assist customers using an application installed in the Agent Desktop.

RA provides the following functions for agents:


Supervisor/Administrator functions include:

Requirements

Using the Remote Assist feature requires the following:

Tutorials

The following articles will guide you through some of the ways that you can use RA during chat and voice sessions:


Remote Assist Privilege






Scenarios Overview

Scenarios are created and edited in Bright Pattern's Scenario Builder application. The articles in this section link to scenario-building templates, exercises, and "how to" articles in the Scenario Builder Reference Guide.

Tutorials


Services & Campaigns Overview

In this section, you will learn how to configure services (e.g., voice, chat, email, etc.) for your contact center. The tutorials in this section are meant to help you get services up and running quickly.

For more information, see the Contact Center Administrator Guide, section Services and Campaigns Overview.

Tutorials

Voice Overview

This section provides tutorials on anything related to voice services.

Tutorials