Scenario Builder Overview

For every customer interaction that enters your contact center, Bright Pattern Contact Center software has to process that specific interaction to determine what to do with it (e.g., what prompts or announcements to apply, what resources to queue for, what music to play, or when to over-flow to alternate resources). The logic of such automated interaction processing is defined in a scenario. Execution of a scenario with respect to a specific interaction is triggered by a particular event, such as the arrival of a call at a specific access number, or the initiation of a chat session from a specific web page.

Scenarios are designed and edited in the Scenario Builder application. This application is launched from the Contact Center Administrator application when you add a new scenario or select an existing one for editing. For more information, see section Scenarios Overview of the Bright Pattern Contact Center Administrator Guide.

Scenario Engine

The Scenario Engine is the component of Bright Pattern Contact Center software that executes your scenarios. Starting from version 5.0, should scenario failover occur (i.e., the Scenario Engine fails while processing a Voice scenario), the scenario will be transferred to a backup Scenario Engine; this will restart the scenario from the last executed block and prevent active, connected calls from being disconnected.

The following are some examples of what can occur at various stages of scenario failover:

• If scenario was on Interactive Voice Response (IVR) stage, the current IVR block will run again. For example, if a scenario is on the Collect Digits block, all entered digits will be lost and the greeting prompt will be played again. If the same scenario has a second call leg (is on the Connect Call block), the second leg is immediately disconnected and the Connect Call block again starts to dial to the destination.

• If a scenario failover occurs, calls waiting in the queue (i.e., the Find Agent block) will be immediately queued again by new Scenario Engine using the skill requirements collected by original scenario.

• Pending scenario blocks (i.e., ringing, dialing, transfers in progress) may be lost.

Note: Real-time statistics are incrementially affected by scenario failovers in some instances. For example, for queued calls, one inbound call will increase statistic value by two (e.g., the first time when it was queued by original Scenario Engine, the second time when it was switched over to new Scenario Engine).

Graphical User Interface

Scenario Builder incorporates a graphical user interface (GUI) with which you can visually connect a sequence of functional blocks, thus building your scenario. These blocks are known as scenario blocks. Scenarios are created using a flowchart format that represents the sequence of interaction processing steps in the scenario. Different scenario blocks perform different functions, such as playing prompts, collecting digits, or looking for available agents.

To add a block to the scenario, select it from the list on the left and drag it to the desired location within the scenario. To remove a block from a scenario, select the block within the scenario and drag it back to the list of blocks on the left.

Scenario Blocks

Each block has its own configuration attributes, which appear in the edit pane on the right when the block is added to the flowchart or selected within the flowchart. The attributes specify the function represented by the block. For example, the Play Prompt block has an attribute that specifies which prompt shall be played when this block is executed in a specific processing step of a specific scenario. The scenario blocks described in this guide may have configuration attributes related to conditional exits, prompts, and/or settings.

Conditional Exits

The scenario typically processes blocks sequentially; however, some blocks have multiple paths that the scenario can take after processing the block. These paths are called conditional exits. Conditional exits enable you to determine how the voice scenario responds to certain conditions that may occur during the processing of an interaction, such as an agent not responding to a call. Each conditional exit appears in the flowchart as green text beneath the block to which it applies. A conditional exit may contain a flow of blocks to handle specific situations.

Prompts

Many blocks use voice prompts to request input from callers, inform callers about events, or play music while callers are waiting for an agent. These prompts can be either prerecorded audio files or static prompts that the system generates using Text-to-Speech (TTS) functionality from textual prompt descriptions. The Prompt Manager dialog box in Scenario Builder lists all prompts the open voice scenario uses, and it lets you set the languages in which the voice scenario can play prompts.

Settings

Settings, also known as configuration attributes, for this block appear in the edit pane on the right when the block is added to the flowchart or selected within the flowchart. These settings specify the function represented by the block.

The subsequent sections of this guide describe specific scenario blocks, their attributes, and usage. The blocks are listed in alphabetical order.

Identify Contact

The Identify Contact block performs a search for a contact and associates the contact with the current interaction if a single match is found. The block can search either internal or external sources, such as those configured in section Call Center Configuration > Identification.

Conditional Exits

The Identify Contact block may take one of the following conditional exits: Failed, No Data, or Multiple Matches

Failed

The Failed conditional exit is executed if the search operation or network connectivity to an external CRM site times out.

No Data

The No Data conditional exit is executed if no data matching the specified search criteria is found.

Multiple Matches

The Multiple Matches conditional exit is executed if the specified search yields multiple matches.

Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Search by

The Search by drop-down menu allows you to select the source of identification. You may select Email address, External ID, Messenger ID, Phone, or a custom contact field.

Note: Custom contact fields will not appear in the Search by menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

Search address

The Search address field is where to enter a text or variable item containing the email address, external ID, messenger service ID, or telephone number of the contact to search for; search is limited to what option is selected in the Search by setting.

External Type / Messenger Type

If External ID is the selected Search by option, choose either Salesforce or Zendeskfrom the drop-down menu, as the external source.

If Messenger ID is the selected Search by option, choose Facebook, Telegram, Viber, LINE, or Twitter as the messenger service source.

Time limit

The Time limit field is where you may enter a time limit, in seconds, for the search. The default time is 15 seconds and valid values range from one to 99 seconds. This setting is more important for external identification sources (e.g., Salesforce) that may be slow to return the values. It serves as a reminder for scenario writers that a call/chat can spend noticeable time in this block.

Bright Pattern Create Object

The Bright Pattern Create Object block inserts a new object into the internal contact database. The allowed object types are Case, Contact, Company, and Activity History.

Conditional Exit

The Bright Pattern Create Object block may take the Failed conditional exit.

Failed

The Failed conditional exit is executed if the creation operation failed.

Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object Type

The Object Type drop-down menu allows you to choose the type of object you want to create in the internal database. You may choose Case, Contact, Company, or Activity history. Depending on what object type is selected, the settings change as follows:

Case Settings

Case title

This is the text you would like associated with the case title.

Category name

The Category name drop-down menu allows you to classify the case as one of the following: Incident, Question, Enhancement Request, Defect, or Change Request.

Custom Case Fields

Custom Case Fields that have been configured in Case & Contact Management > Custom Fields > Case will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate case numbers or Generated case IDs.

Generated case number

This is the variable item associated with the case number.

Generated case ID

This is the variable item associated with the case ID.

Contact Settings

First name

This is the text associated with the first name of the contact.

Last name

This is the text associated with the last name of the contact.

Title

This is the text associated with the title of the contact.

Position

This is the text associated with the position of the contact.

Summary

This is the text associated with the summary of the contact.

Segment

This is the text associated with the segment of the contact.

Age

This is the text associated with the age of the contact.

Company ID

This is the ID of the company record.

Emails

When you click the add option, you may select the type of email from the drop-down menu (Primary, Business, or Private), then enter the email address. It is possible to add more than one type of email address; the order the emails are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create the email with the index [0] if you want to populate the email with the index [1]).

Phones

When you click the add option, you may select the type of phone from the drop-down menu (Business, Home, Mobile, or Fax), then enter the phone number. It is possible to add more than one type of phone number; the order the numbers are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create phone numbers with the index [0] if you want to populate the email with the index [1]).

Custom Contact Fields

Custom Contact Fields that have been configured in Case & Contact Management > Custom Fields > Contact will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate record.

Generated record

This is the variable item associated with the contact record number.

Company Settings

Company name

This is the text associated with the company name.

Web URL

This is the text associated with the web URL of the company.

Revenue

This is the text associated with the revenue of the company.

Employees

This is the text associated with the employees of the company.

Custom Company Fields

Custom Company Fields that have been configured in Case & Contact Management > Custom Fields > Company will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate record ID.

Generated record ID

This is the variable item associated with the contact record ID.

Activity History Settings

Notes

This is the text associated with activity history notes; notes are written on behalf of a party. The notes should support HTML links, bullets, and bold, italic, underline, and strikethrough text.

Disposition

This is the text associated with activity history dispositions; dispositions are written on behalf of a party.

Custom1

Custom1 is an additional field for storing custom survey information, such as a question specific to your contact center, in the $(custom1) variable. The allowed range is from -2147483647 to 2147483647.

Custom2

Custom2 is an additional field for storing custom survey information, such as a question specific to your contact center, in the $(custom2) variable. The allowed range is from -2147483647 to 2147483647.

Custom Activity History Fields

Custom Activity History Fields that have been configured in Case & Contact Management > Custom Fields > Activity History will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate record ID.

Generated record ID

This is the variable item associated with the activity history record ID.

Bright Pattern Delete Object

The Bright Pattern Delete Object deletes an object from the internal database. The object types allowed for deletion are Case, Contact, and Company. Note the following about the block:

• The deletion of cases deletes all activity history related to the case.
• The deletion of contacts deletes activity history associated with this contact that is not linked to any cases.
• The deletion of contacts erases reference to the contact from cases and activity history items linked to the cases but keeps the cases.
• The deletion of contacts erases references to the contact from the calendar but does not remove calendar entries.
• The deletion of contact erases references to contact from emails in queue (queue_items.reporter_id), but keeps emails in queue.
• The deletion of companies erases reference to it from the contacts but does not delete any contacts.

Conditional Exits

Failed

The Failed conditional exit is executed if the deletion operation failed, either through timeout or failed network connectivity to an external CRM (e.g. Salesforce).

No Data

The No Data conditional exit is executed if no data matching the specified deletion criteria is found.

Settings

Title text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to delete in the internal database. You may choose Case, Contact, or Company.

Object ID

This is the database record ID.

Bright Pattern Update Object

The Bright Pattern Update Object block updates an existing object in the database. The allowed object types are Case, Contact, and Company.

Note this block is available from Bright Pattern Contact Center software version 5.2.2.

Conditional Exits

Failed

The Failed conditional exit is executed if the update operation failed, due to invalid parameters, timeout, or network connectivity to external CRM (e.g. Salesforce).

No Data

The No Data conditional exit is executed if no data matching the specified update criteria is found.

Settings

Title text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to update in the internal database. You may choose Case, Contact, or Company. Depending on what object type is selected, the settings change as follows:

Case Settings

Record ID

This is the database record case ID.

Case title

This is the text associated with the case title.

Category name

The Category name drop-down menu allows you to classify the case as one of the following: Incident, Question, Enhancement Request, Defect, or Change Request.

Custom Case Fields

Custom Case Fields that have been configured in Case & Contact Management > Custom Fields > Case will appear here; you may enter text items in these fields.

Contact Settings

Record ID

This is the database record contact ID.

First name

This is the text associated with the first name of the contact.

Last name

This is the text associated with the last name of the contact.

Title

This is the text associated with the title of the contact.

Position

This is the text associated with the position of the contact.

Summary

This is the text associated with the summary of the contact.

Segment

This is the text associated with the segment of the contact.

Age

This is the text associated with the age of the contact.

Company ID

This is the ID of the company record.

Emails

When you click the add option, you may select the type of email from the drop-down menu (Primary, Business, or Private), then enter the email address. It is possible to add more than one type of email address; the order the emails are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create the email with the index [0] if you want to populate the email with the index [1]).

Phones

When you click the add option, you may select the type of phone from the drop-down menu (Business, Home, Mobile, or Fax), then enter the phone number. It is possible to add more than one type of phone number; the order the numbers are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create phone numbers with the index [0] if you want to populate the email with the index [1]).

Note the following for existing phone numbers:

• Existing phones in the contact are searched by phone number.
• If an existing phone is found, its type is updated.
• If an existing phone is not found, it is added to the list of phones in the contact list.
• There is no way to delete a phone number (or change a phone number) via the Bright Pattern Update Object block and must be done via Agent Desktop; deleting phone numbers is deemed too complex for this iteration of scenario block design.

Custom Contact Fields

Custom Contact Fields that have been configured in Case & Contact Management > Custom Fields > Contact will appear here; you may enter text items in these fields.

Company Settings

Record ID

This is the database record company ID.

Company name

This is the text associated with the company name.

Web URL

This is the text associated with the web URL of the company.

Revenue

This is the text associated with the revenue of the company.

Employees

This is the text associated with the employees of the company.

Custom Company Fields

Custom Company Fields that have been configured in Case & Contact Management > Custom Fields > Company will appear here; you may enter text items in these fields.

Bright Pattern Search Object

The Bright Pattern Search Object block finds an existing object in the database. Note this block will replace the Retrieve Internal Record block starting from version 5.2.2 of Bright Pattern Contact Center software.

Conditional Exits

Failed

The Failed conditional exit is executed if the search operation failed, due to invalid parameters, timeout, or network connectivity to external CRM (e.g. Salesforce).

No Data

The No data conditional exit is executed if no data matching the specified search criteria is found.

Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to search for in the internal database. You may choose Case, Contact, Company, or Activity History. Depending on what object type is selected, the settings change as follows:

Search

Search settings will vary depending on what object type you are searching for. The options are listed as follows:

Case

To search by case, select either ID, Number, or a custom case field from the first drop-down menu. Note: Custom case fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For any of these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Company

To search by company, select ID, Name, URL, a custom company field from the first drop-down menu. Note: Custom company fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Contact

To search by contact, select Email address, External ID, ID, Messenger ID, Phone, or a custom contact field from the first drop-down menu. Note: Custom contact fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Activity history

To search by activity history, select Case ID, Contact ID, Global Interaction ID, ID, or a custom activity history field from the first drop-down menu. Note: Custom activity history fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Return fields

Select this option to add return field to your search. When you click the add option, you may enter a text or variable item in the field. Note you may add multiple return fields.

Recordset name

Recordset name is the field that holds the results of the search the block executed; the text (i.e., value) entered in this field can then be used in a number of subsequent blocks to dictate further actions (e.g., passing the value to a Bright Pattern Create Object block if a contact's name is not found).

Set Case

The Set Case block associates a case with the current interaction. When the interaction is delivered to the agent, the Case tab will be automatically displayed on screen-pop forms.

Conditional Exits

There are no conditional exits.

Settings

Title text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Case ID

This is the record ID for the case to be associated with the interaction.

Replace

When enabled, this checkbox indicates if a new case should be added to the list of cases on the interaction or replace any existing cases on the interaction.

Contact Import & Export

Contact Import & Export is where you are able to import, export, and delete bulk contacts for use in Agent Desktop.

Contact Import & Export Tab

The Contact Import & Export tab is where you may initiate import, export, and deletion of bulk contacts. Additionally, the total number of contacts currently in your database is listed here.

Import

The Import option allows you to upload bulk contacts through an import dialog window.

Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to import your contacts in this format.

Format Options Tab

The Format Options tab allows you to customize the format of your import records.

File Input Encoding

First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your import file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.

Fields Tab

The fields selector maps the fields from the import source to fields of contact and company objects. If your import source does not contain fields currently recognized in the database, this selector allows you to map them as needed. When you select a field in the field map, the following information will display.

Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.

Save new list format as

After mapping your import fields, the Save new list format as dialog window will pop up. From here, you will have the option to save this import as a new format list. Note your import will not be affected if you choose not to save a new list format.

Results Tab

The Results tab displays the results from the attempted import as the following.

• Records read - The number of records read
• Contacts created - The number of contacts created
• Contacts updated - The number of contacts with updated information
• Companies created - The number of companies created
• Errors detected - The number of errors detected in the attempted import

Note: If your import contains errors, you will be able to download a .CSV file listing the errors.

Export

The Export action allows you export contacts from your database in two ways: All Contacts or Modified since.

Note that you may choose the Export action to download a template of what the current contact and company fields are.

All Contacts

The All Contacts option will export all contacts in your database.

Modified since

The Modified since option allows you to export contacts that have been modified from a set date; you may select the date in the calendar.

Delete

The Delete option allows you to remove bulk contacts from your database through a dialog window similar to the one for Import. The Name and Source, Format Options, and Results tabs are the same as those for the import dialog; however, the Fields tab determines how you match contacts in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.

Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file containing the records you wish to delete.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to delete your contacts in this format.

Format Options Tab

The Format Options tab allows you to customize the format of your delete records.

File Input Encoding

First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your delete file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.

Fields Tab

The Fields tab determines how you match contacts marked for deletion in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.

Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.

Results Tab

The Results tab displays the results from the attempted bulk delete as the following.

• Records read - The number of records read
• Contacts deleted - The number of contacts deleted
• Errors detected - The number of errors detected in the attempted delete

Note: If your delete attempt contains errors, you will be able to download a .CSV file listing the errors.

Log Tab

The Log tab displays the following data from bulk imports, exports, and deletes.

Date

Date is the date and time the transaction took place.

Who

Who shows the user who initiated the transaction.

Operation

Operation displays the type of transaction that occurred; the types are Import, Export, and Delete.

File

File displays the name of the Import or Delete file.

Rows

Rows displays the number of rows in the File.

Added

Added displays the number of new contacts added to the database.

Changed

Changed displays the number of contacts already in the database that were altered by the transaction.

Deleted

Deleted displays the number of contacts removed from the database.

Errors

Errors displays the number of records that were not added, changed, or deleted due to missing or incompatible information.

Notes

Notes is where you may enter notes about the transaction.

Outbound - General

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

General Settings

Type

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

• In campaigns of the Preview type, the calling records are submitted to the agents participating in the campaign. The agents review record information, dial destination numbers, and monitor call progress. Additionally, this type of campaign allows agents to be reserved for a requested callback without indication to the agent.
• In campaigns of the Progressive type, the system automatically dials numbers from list records according to a fixed (preconfigured) dialing rate, monitors call progress, and connects successful (answered) call attempts to available agents.
• In campaigns of the Predictive type, the system automatically dials numbers from list records according to currently optimal dialing rates, monitors call progress, and connects successful (answered) call attempts to available agents. The dialing rate is optimized to maintain the desired agent occupancy based on the statistical analysis of outcomes of most recent dialing attempts.
• In campaigns of the Automatic (IVR) type, the system automatically dials numbers from list records, monitors call progress, and connects successful (answered) call attempts to a prerecorded interactive voice response (IVR) message. Agents are not involved in campaigns of this type.

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

Outbound - DNC

This section of the Services & Campaigns Outbound tab is used to specify the Do Not Call (DNC) lists against which the calling records to be dialed during the given campaign will be checked. Records whose elements match corresponding elements of any of the specified DNC lists will not be dialed. For more information, see section Do Not Call Lists.

To add a DNC list:

1. Log in as Admin to the Contact Center Administrator application.
2. Navigate to Campaigns & Services > Outbound Voice Service > Outbound > DNC.
3. Click add.
4. Select the desired DNC List from the drop-down menu.
5. Specify the disposition that will be attached to the call attempts whose phone numbers match numbers in this DNC list.

If the campaign is part of a campaign link group, the selected DNC list can be applied automatically to all other campaigns in the link group. To indicate that the list shall apply to all campaigns in the link group, select the apply to all campaigns in link group checkbox.

When selecting an internal DNC list, note that by default, agents will be able to add new numbers to this list during the given campaign (e.g., upon request of the called party). If you wish to block this capability, deselect the append OK checkbox.

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.

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:

• With this checkbox selected (default), the dialer will finish the current pass first and the new records will be called only on the next pass through the list.
• With the checkbox unselected, the dialer will start calling these new records immediately.

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:

• Run scenario: A specified scenario will be applied to this call attempt. This can be used, for example, to leave a prerecorded message on the customer’s answering machine. Note that this action will work:
  • Only for Predictive/Progressive and Automatic campaigns
  • Only for call attempts that received an answer from the called party (i.e., a scenario cannot be run for call attempts that received Busy or No Answer)
  • And only if such answered call attempts do not result in connections to agents (i.e., a scenario can be run for an automatically detected Answering Machine, Fax, or Silence)

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.

• Stop calling number: No more attempts to call this number within this campaign will be made.
• Stop calling number for all campaigns: This number will no longer be attempted as part of the calling list where it is defined.
• Stop calling record: All attempts to call any number from this record within this campaign will be stopped.
• Wait: Processing of the corresponding record will continue according to the general dial rules for this campaign. If, according to the general dial rules, the record should be dialed again, the next attempt will begin no sooner than the specified Min wait time. The delay is introduced to avoid immediate repeated attempts to call same records in small or nearly completed calling lists.
• Reschedule: Another calling attempt for this number within this campaign will be scheduled. If this disposition is visible to agents, they will be able to schedule the next call attempt manually. For records with multiple phone numbers, note the following:
  • If a new call attempt is scheduled manually, this attempt will be made to the number specified by the agent. Until then, all other numbers in the record will be ignored.
  • If a new call attempt is scheduled automatically, processing of other numbers in the record will depend on the setting for "Attempt all numbers in record first" option (see above). If this option is selected, the system will still attempt all numbers in the record that follow the number for which the rescheduling was performed (as specified in the campaign's calling hours). Otherwise, all such numbers will be ignored until the rescheduled attempt is made.

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.

Outbound - General

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

General Settings

Type

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

• In campaigns of the Preview type, the calling records are submitted to the agents participating in the campaign. The agents review record information, dial destination numbers, and monitor call progress. Additionally, this type of campaign allows agents to be reserved for a requested callback without indication to the agent.
• In campaigns of the Progressive type, the system automatically dials numbers from list records according to a fixed (preconfigured) dialing rate, monitors call progress, and connects successful (answered) call attempts to available agents.
• In campaigns of the Predictive type, the system automatically dials numbers from list records according to currently optimal dialing rates, monitors call progress, and connects successful (answered) call attempts to available agents. The dialing rate is optimized to maintain the desired agent occupancy based on the statistical analysis of outcomes of most recent dialing attempts.
• In campaigns of the Automatic (IVR) type, the system automatically dials numbers from list records, monitors call progress, and connects successful (answered) call attempts to a prerecorded interactive voice response (IVR) message. Agents are not involved in campaigns of this type.

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

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:

• Calls adhere to Do Not Call (DNC) lists and safe-calling hours
• Calls count toward dial attempts
• Dial rules by disposition are allowed
• Calls on closed records are prevented

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

General Settings

Case & Contact Management settings allow you to make system-wide changes to how cases and contacts are treated in Agent Desktop. Currently, the General Settings section includes the following setting. Note that the settings shown here apply only to Case & Contact Management, and they differ from the general settings shown in Call Center Configuration.

Automatically mark all cases for follow-up for the creating user

Selecting this checkbox allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents to keep better track of work by preventing important chats and calls from getting lost.

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.

Display contacts and cases for default search results

If this checkbox is checked, when an agent uses the search bar in My Cases, the results display the first 200 cases/contacts, newest first (sorted by creation date/time in descending order). If it is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead. The default setting is checked.

WFM Reports

Bright Pattern Contact Center supports integrations with the Aspect WFM (workforce management) application. These applications provide a number of automatically generated reports for workforce scheduling and real-time monitoring of agents’ adherence to work schedules. WFM reports may be scheduled on a set interval or on an as-needed basis.

For more information regarding integrating a WFM account, see section Integration Accounts.

Note: In order to generate WFM reports, the privilege must be enabled for your contact center by the system administrator.

Report types

Report types allows selection of the following: Basic, APS, and Agent Performance (daily)

Schedule

Schedule settings allow you to configure automatic WFM report generation. Their settings are as follows.

Reporting interval

Reporting interval is the frequency, in minutes, that reports will be delivered to your WFM account; the default setting is 15 minutes. Note: This interval does not apply to Agent Performance (daily) reports.

Deliver reports

Choose between Daily or Continuously.

Note if the Agent Performance (daily) report is enabled, it will be run/delivered only daily; continuous delivery applies to Basic and APS reports.

Run time

Run time allows you configure what time you want the report generated at. To do this, enter a time and select from a drop-down menu the time zone that applies. The default time is "Midnight UTC."

On Demand

On Demand settings allow you to generate WFM reports on an as-needed basis. Their settings are as follows.

Time frame

Time frame allows you to select a date range which you would like the report to cover. You may choose from either a pre-determined period of time or a custom period. After you have selected the date range, you may configure an hour range in From/To. The time frame options are as follows:

• Today
• Yesterday
• This week
• Last week
• This month
• Last month
• Custom

Note: Weeks run from Sunday to Saturday.

From/To

From/To displays the date range selected in Time frame. If you change the dates manually, the time frame will change to Custom; you may also configure an hour range using the drop-down menus.

Run at

Run at allows you to schedule the reporting period configured here for a later time; select the date on the calendar and the hour on the drop-down menu.

Delivery

Delivery is where you configure the destination of either the scheduled or on-demand reports.

Transport Protocol

Select FTP or SFTP. Note that the corresponding SMTP settings are configured on the Email Settings > SMTP Configuration page.

FTP/SFTP Server hostname

Enter the FTP/SFTP Server hostname (e.g., "cust.anyftp.com").

Destination and file folder name

Specify the address of the destination folder and file name (e.g., 50Reports/Report_%d_%t.csv where 50Reports is the destination folder and Report_%d_%t.csv is the file name).

Note that in your scheduled report, you can add date (%d) and time (%t) placeholders to the specified filename. For example, specifying filename Report_%d_%t.csv results in a scheduled report with a filename such as Report_20180521_113000 where 20180521 represents the date "May 21, 2018" and 113000 represents the time "11:30:00" that the report was generated.

FTP Username

Specify the FTP username (e.g., "1250bayhill@gmail.com").

FTP Password

Specify the FTP password.

Test connection

Test connection tests the connection of the FTP username and password.

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.

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.

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.

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
• Bot / Chat suggestions engine
• External Knowledge Base
• Loxysoft WFM
• Messenger
• NICE
• Natural Language Understanding
• Next Caller
• Oracle Service Cloud
• RightNow
• Salesforce.com
• ServiceNow
• Single Sign-On
• Speech To Text
• Statistics Data Receiver
• Text To Speech
• The Data Group (TDG)
• WFM
• Zapier
• Zendesk

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:

• This integration option must be enabled for your contact center by the service provider.

• Export of recordings is configured for specific services. For more information see Periodic Recording Export Jobs.

• Recordings exported to Amazon AWS will be accessible via Bright Pattern on demand for the detailed records storage time agreed upon with your service provider.

• Instead of using AWS, you can use this integration account to set up an S3-compatible local storage.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Statistics Data Receiver Integration

Properties

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

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."

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."

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.

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.

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:

• Host name - The name or IP address of the host where the Aspect Real-Time Adherence server (RTA) is run
• Port - The TCP port assigned to the Aspect RTA server on the above host; it must correspond to the port configured on the RTA side
• Record field sizes - The property that specifies the lengths of the data fields communicated to Aspect RTA; the default values correspond to the default settings of the same fields on the RTA side; if values of these fields are changed on the RTA side, they must be changed accordingly in this property
• Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes in real-time data. In Bright Pattern Contact Center software, reason codes are defined as text. Aspect WFM only accepts reason codes as numbers. If you need to account for reason codes in your real-time reporting on the WFM side, this box allows you to define a numerical code corresponding to each Not Ready reason code, as shown in the picture.

HTTP POST

If HTTP POST is selected, the following options appear:

• URL - The unique URL of your WFM account
• Token (optional) - The access token for your WFM account
• Test connection - This button sends POST with an empty agent and services list
• Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes in real-time data.

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.

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.

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.

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.

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
• Bot / Chat suggestions engine
• External Knowledge Base
• Loxysoft WFM
• Messenger
• NICE
• Natural Language Understanding
• Next Caller
• Oracle Service Cloud
• RightNow
• Salesforce.com
• ServiceNow
• Single Sign-On
• Speech To Text
• Statistics Data Receiver
• Text To Speech
• The Data Group (TDG)
• WFM
• Zapier
• Zendesk

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:

• This integration option must be enabled for your contact center by the service provider.

• Export of recordings is configured for specific services. For more information see Periodic Recording Export Jobs.

• Recordings exported to Amazon AWS will be accessible via Bright Pattern on demand for the detailed records storage time agreed upon with your service provider.

• Instead of using AWS, you can use this integration account to set up an S3-compatible local storage.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Statistics Data Receiver Integration

Properties

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

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."

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."

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.

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.

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:

• Host name - The name or IP address of the host where the Aspect Real-Time Adherence server (RTA) is run
• Port - The TCP port assigned to the Aspect RTA server on the above host; it must correspond to the port configured on the RTA side
• Record field sizes - The property that specifies the lengths of the data fields communicated to Aspect RTA; the default values correspond to the default settings of the same fields on the RTA side; if values of these fields are changed on the RTA side, they must be changed accordingly in this property
• Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes in real-time data. In Bright Pattern Contact Center software, reason codes are defined as text. Aspect WFM only accepts reason codes as numbers. If you need to account for reason codes in your real-time reporting on the WFM side, this box allows you to define a numerical code corresponding to each Not Ready reason code, as shown in the picture.

HTTP POST

If HTTP POST is selected, the following options appear:

• URL - The unique URL of your WFM account
• Token (optional) - The access token for your WFM account
• Test connection - This button sends POST with an empty agent and services list
• Reason codes mapping (optional) - This box allows you to configure Not Ready reasons as numerical codes in real-time data.

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.

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.

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.

Bright Pattern Search Object

The Bright Pattern Search Object block finds an existing object in the database and retrieve activity data. Note this block will replace the Retrieve Internal Record block starting from version 5.2.3 of Bright Pattern Contact Center software.

How to Use This Block

This block may be used to retrieve activity data. To do this, create a workflow using this block with an Activity history object, Global Interaction ID criterion. If the workflow is configured to start immediately after an interaction, make sure to add reasonable delay (e.g., the Wait block) as it takes a few seconds to write activity history. Next, use the Get Next Record block to browse through recordset returned by this block.

After configuring the workflow, configure an activity form with custom activity history fields. When you run an interaction using this activity form and trigger the workflow, make sure the agent creates a case and adds few notes during the interaction.

Conditional Exits

Failed

The Failed conditional exit is executed if the search operation failed, due to invalid parameters, timeout, or network connectivity to external CRM (e.g. Salesforce).

No Data

The No data conditional exit is executed if no data matching the specified search criteria is found.

Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to search for in the internal database. You may choose Case, Contact, Company, or Activity History. Depending on what object type is selected, the settings change as follows:

Search

Search settings will vary depending on what object type you are searching for. The options are listed as follows:

Case

To search by case, select either ID, Number, or a custom case field from the first drop-down menu. Note: Custom case fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For any of these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Company

To search by company, select ID, Name, URL, a custom company field from the first drop-down menu. Note: Custom company fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Contact

To search by contact, select Email address, External ID, ID, Messenger ID, Phone, or a custom contact field from the first drop-down menu. Note: Custom contact fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Activity history

To search by activity history, select Case ID, Contact ID, Global Interaction ID, ID, or a custom activity history field from the first drop-down menu. Note: Custom activity history fields will not appear in the Search menu unless the checkbox Searchable has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Empty, or Not empty from the second drop-down menu. If you select Equal, a field will appear and you will have the option to enter a text or variable item.

Return fields

Select this option to add return field to your search. When you click the add option, you may enter a text or variable item in the field. Note you may add multiple return fields.

Recordset name

This is the text associated with the name of the recordset.