Version 5.3.12

Bright Pattern Documentation

Generated: 8/08/2022 4:29 pm
Content is available under license unless otherwise noted.

Bot / Chat Suggestions Engine Integration

Bot/chat suggestions engine integration accounts allow you to use third-party bots to automate chat conversations, provide self-service options, intelligently route customers to agents, and provide meaningful suggestions to an agent during active chat sessions.

This version of Bright Pattern Contact Center supports the following types of bot/chat integration: AWS Lex and Watson Assistant.

See How to Add a Bot/Chat Suggestions Engine Integration Account.


AWS Lex Properties

After you add an AWS Lex account, the Properties dialog will appear. In Properties, you enter the credentials of your Lex bot instance. This allows Bright Pattern to access your bot and use it in chat interactions.

For more information, see Tutorials for Admins, section Set up an AWS Lex Integration Account.


AWS Lex bot/chat suggestions engine integration account properties


Name

The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.

Type

By default, the type is “AWS Lex” because you selected this type when adding the account.

User ID

Your AWS Account ID. Find it in AWS by going to My Account > Account Settings

Bot name

The bot name (e.g., “TripBooker”); note this may be different than an alias name. Find it in Amazon Lex > Bots (select the name of your bot) > Settings

Bot alias

The alias name (if any); you can add an alias now if you haven’t already

Access key

The access key ID (e.g., AKIAIOSFODNN7EXAMPLE).

You need to set up access key for AWS Identity and Access Management (IAM) service to get this. See Managing Access Keys for IAM Users and AWS Management Console.

Secret key

The secret access key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY)

Region

The region for your bot instance (e.g., “US West (Oregon)”)

Max API calls per day

The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond what is included in a free account.


Watson Assistant Properties

After you add a Watson Assistant account, the Properties dialog will appear. In Properties, you enter the credentials of your Watson Assistant bot instance. This allows Bright Pattern to access your bot and use it in chat interactions.

For more information, see Tutorials for Admins, section Set up a Watson Assistant Integration Account.


Watson Assistant bot/chat suggestions engine integration account properties


Name

The unique name of this integration account (any).

Type

By default, the type is “Watson Assistant” because you selected this type when adding the account.

Url

The endpoint of your Watson Assistant Skill in the following format: <Legacy v1 Workspace URL>?version=2017-05-26

For example:

https://gateway.watsonplatform.net/assistant/api/v1/workspaces/12a3ab45-b12b-1234-12a3-12d34aebe56c/message?version=2017-05-26

  1. You can find the URL by going to Skills > your skill > Options > View API Details.

    IBM> Watson Skill > Options > View API Details


  2. From the Skill Details page that opens, copy the Legacy v1 Workspace URL.

    Copy your Legacy v1 Workspace URL


  3. Then append ?version 2017-05-26 to the end of the URL. For example:

    https://gateway.watsonplatform.net/assistant/api/v1/workspaces/46a4ab18-b13b-4306-83a0-57d83aebe56c/message?version=2017-05-26

Why do this?

Our integration accounts support requests to the V1 runtime API using the /message method, where user input is sent to Watson Assistant to get a response. We also support requests to the V2 runtime API using the /message method.

API requests require a version parameter that takes a date in the format version=YYYY-MM-DD. Our integration uses /message version=2017-05-26. Note that although the date of this version may not match the current version specified by IBM Cloud, this is the correct version to use for our integration because it is compatible with Bright Pattern applications.

When the version parameter is appended to the end of the URL property, the proper version will accompany every API request, every time the integrated Watson Assistant is used in Bright Pattern chat services.

Workspace ID

The identifying number (string) of your Watson Assistant (Conversation) Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.

  1. To find this ID, go to Skills > your skill > Options > View API Details.

    IBM> Watson Skill > Options > View API Details


  2. From the Skill Details page that opens, copy the Workspace ID.

    Copy your workspace ID


API Key

The API Key (string) used to authenticate the service (e.g., “EEE-MTX13ZS1Ta4pD8qO4rmGP_SXR7HPB8IAAnPgTwKV”).

You can find the API Key by going to Skills > your skill > Options > View API Details.

IBM> Watson Skill > Options > View API Details



  1. From the Skill Details page that opens, copy the Api Key.

    Copy your API key

The API key is either auto-generated for you or created manually in IBM Cloud.


How to Create a New Key

  1. Go to IBM's website and navigate to IBM Cloud > Access (IAM) > IBM Cloud API Keys.

  2. Click Create an IBM Cloud API key.

    IBM Cloud API Keys


  3. In Create API Key dialog, add name and description.

    Create API Key


  4. Download it and save it because the API key will be shown only once.

    Create API Key

Max API calls per day

The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond the first 1,000 that are included in a free account.

Maximum suggestions

The maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop during active chat interactions. Suggestions are the bot-generated replies that agents can select and use during chats.

Test Connection

Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant.

If the credentials are invalid, go back to the Url property and make sure you’ve entered it exactly as explained. Test until you see the success dialog: "Account credentials appear to be valid."

Lastly, be sure to click Apply at the bottom of the screen to save your account properties.


Watson Assistant (Conversation) Properties

Watson Assistant (Conversation) is the legacy version of IBM Watson Assistant that uses IBM's V1 runtime API and username/password authentication.

Previously, Watson Assistant was called Watson Conversation, and credentials for Watson Conversation included username and password. IBM has since renamed it Watson Assistant and changed its credentials from username/password to API key.

To integrate a legacy Watson Assistant (Conversation) bot, add a Watson Assistant (Conversation) account and edit the Properties of your bot instance as follows. This allows Bright Pattern to access your bot and use it in chat interactions.

For more information, see Tutorials for Admins, section Set up a Watson Assistant Integration Account.


Watson Assistant (Conversation) bot/chat suggestions engine integration account properties


Name

The unique name of this integration account (any).

Type

By default, the type is “Watson Conversation” because you selected this type when adding the account.

Url

The endpoint of your Watson Assistant Skill in the following format: <Legacy v1 Workspace URL>?version=2017-05-26

For example:

https://gateway.watsonplatform.net/assistant/api/v1/workspaces/12a3ab45-b12b-1234-12a3-12d34aebe56c/message?version=2017-05-26

Workspace ID

The identifying number (string) of your Watson Assistant (Conversation) Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.

  1. To find this ID, go to IBM Watson Assistant > Skills, click on the desired skill’s Actions button, and select View API details.

    IBM Watson Assistant > Skills


  2. On the page that opens, copy your workspace ID.

    Copy your workspace ID

Username

The username (string) that is used to authenticate the Watson Assistant API. The username is provided in the service credentials for the service instance that you want to use.

If you do not know your username, you can set apikey as the username.

Password

The password (string) used to authenticate the Watson Assistant API. The password is provided in the service credentials for the service instance that you want to use.

If you do not know your password, you can set your skill's API key.

Max API calls per day

The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond the first 1,000 that are included in a free account.

Maximum suggestions

The maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop during active chat interactions. Suggestions are the bot-generated replies that agents can select and use during chats.

Test Connection

Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant (Conversation).


Recommended Reading

For more information on bot integrations, see:



Speech To Text Integration (STT)

Speech To Text (STT) integration allows your contact center 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).

Bright Pattern integrates with STT providers such as IBM Watson, GoVivace, and Google.


Select the type of STT integration


Google Properties

Google's Cloud Speech API converts audio to text. In the Properties dialog, enter the credentials of your Google synchronous STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.

Please note: Google STT requires a payment method to be attached to the account; without this, the STT service would silently not work, and there would be an error in the Google API dashboard.


Google synchronous STT integration account properties


Name

The unique name of this integration account (any)

Type

By default, “Google synchronous STT” because you selected this type when adding the account.

URL

By default, https://speech.googleapis.com/v1/

API key

The service key ID that is used to authenticate Google's Cloud Speech API. This is generated when you get credentials for your service account.


GoVivace Properties

In the Properties dialog, enter the credentials of your GoVivace STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.


GoVivace integration account properties


Name

The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.

URL

By default, wss://services.govivace.com/telephony

STT integration uses the secure WebSocket protocol (i.e., "wss"), so only the wss:// prefix is allowed.

API Key

The GoVivace API key

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.


Watson Properties

In the Properties dialog, enter the credentials of your IBM Watson STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.


Watson integration account properties


Name

The unique name of this integration account (any).

Type

By default, “Watson” because you selected this type when adding the account.

URL

Websocket prefix + your IBM Speech to Text URL. You can find the URL in your IBM Speech to Text service credentials.

For example: wss://api.us-south.speech-to-text.watson.cloud.ibm.com/instances/1a23456f-121d-4c52-bc06-62168f5a18de

Note that STT integration uses the secure WebSocket protocol (i.e., "wss"), so only the wss:// prefix is allowed.

Authentication method

API key

The API key (string) for the service instance in your IBM Speech to Text resource, which is used for making secure, authenticated requests.

You can find your API key on IBM Cloud by going to your Speech to Text service credentials.

username/password (legacy)

Please note: This option is deprecated as of Bright Pattern Contact Center version 5.3.12. For authentication, you must use API key (see above).

The username and password are the username (string) and password (string) that were originally used to authenticate IBM's Speech to Text service APIs. The username and password were previously provided in the service credentials for the service instance. We refer to username/password authentication as "legacy" because IBM does not support this method of authentication, as of October 30, 2019. IBM now supports only IAM authentication (API key). You can learn more about IAM authentication at IBM Cloud Docs.

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.




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

After you add this TTS account, the Properties dialog will appear. In Properties, you enter the credentials of your Watson Text-to-Speech service.

Watson TTS integration properties

URL

Your unique IBM Text to Speech service instance URL. You can find the URL in your Text to Speech service credentials. You must get the URL from your service credentials on IBM Cloud.

For example: https://api.us-south.text-to-speech.watson.cloud.ibm.com/instances/0123a4c0-5d67-8cec-9c10-a0cdbb1234b5

Authentication method

API key

The API key (string) for your IBM Text to Speech service instance, which is used for making secure, authenticated requests to IBM Cloud APIs. You can find the API key in your Text to Speech service credentials.

Username/password (legacy)

Please note: This option is deprecated as of Bright Pattern Contact Center version 5.3.12. For authentication, you must use API key (see above).

The username and password are the username (string) and password (string) that were originally used to authenticate IBM Cloud APIs. The username and password were previously provided in the service credentials for the service instance. We refer to username/password authentication as "legacy" because IBM does not support this method of authentication, as of October 30, 2019. IBM supports only IAM authentication (API key). You can learn more about IAM authentication at IBM Cloud Docs.

Load Voices

Allows you to choose a voice type from a preconfigured list of IBM voice models. For more information, see How to Load Voices from IBM Cloud Text to Speech API.

Test Connection

Tests the connection between Bright Pattern and IBM. 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

After you add this TTS account, the Properties dialog will appear. In Properties, you enter the credentials of your Google Cloud Text-to-Speech service.

Please note: Google TTS requires a payment method to be attached to the account; without this, the TTS service would silently not work, and there would be an error in the Google API dashboard.


Google Cloud TTS integration properties


Name

The unique name of this integration account (any)

URL

https://www.googleapis.com/auth/cloud-platform

API Key

The API key that you created for your Google Cloud APIs and services.

Note that this is not the same as the service key ID.

Load Voices

Load Voices allows you to choose a voice type from a pre-configured list of voices.

Test Connection

Tests the connection between Bright Pattern and Google Cloud. When testing the connection, if the account has been configured correctly, you will see the message, "Account credentials appear to be valid."




Natural Language Understanding Integration

Bright Pattern offers IBM Watson Natural Language Understanding integration to provide sentiment analysis for services. Natural Language Understanding is enabled for voice and chat per service and for email in the scenario entry point.

Properties

The properties of the Natural Language Understanding type of integration account are described as follows.


Natural Language Understanding integration account properties


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 <service_URL>/v1/analyze?version=2017-02-27

For example:

https://gateway.watsonplatform.net/natural-language-understanding/api

or

https://api.us-south.natural-language-understanding.watson.cloud.ibm.com/instances/12c3f...45c6789

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.





  1. REDIRECT 5.3:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Variables

Variables

This section describes the variables that are used in Bright Pattern Contact Center workflows and scenarios.

Variables are accessed using the common $(varname) format. They can be used in integer and string expressions.

Note: If you would like to pass information from scenarios to workflows, note that not all scenario variables pass information to workflows; however, local variables are always passed to workflows. Local variables do not contain a prefix (e.g., item., user., etc.) and their values are available to the scenario where they are defined and to the sub-scenarios that are started from that parent scenario using the Start Another Scenario block. For any variables that are not passed to workflows, you may use a Set Variable block to rename the required scenario variable into a local variable (e.g., set "varDNIS" to $(item.DNIS)).


Common Variables

$(user.id)

$(user.id) specifies the agent's ID if the workflow is started due to agent action.

Note: This variable is available in scenarios.

$(user.loginId)

$(user.loginId) specifies the agent's login ID if the workflow is started due to agent action.

Note: This variable is available in scenarios.

$(user.team)

$(user.team) is the name of the team to which the user is assigned.

Note: This variable is available in scenarios.

$(user.firstName)

$(user.firstName) specifies the agent's first name.

Note: This variable is available in scenarios.

$(user.lastName)

$(user.lastName) specifies the agent's last name.

Note: This variable is available in scenarios.

$(item.caseId)

$(item.caseId) specifies the case ID of the interaction, if available.

$(item.caseNumber)

$(item.caseNumber) specifies the case number of the interaction, if available.

$(item.contactId)

$(item.contactId) specifies the contact ID of the customer, if available.

Note: This variable is available in scenarios.

$(item.firstName)

$(item.firstName) specifies the first name of the customer, if available.

Note: This variable is available in scenarios.

$(item.lastName)

$(item.lastName) specifies the last name of the customer, if available.

Note: This variable is available in scenarios.

$(global_interaction_id)

$(global_interaction_id) specifies the Global interaction identifier. This variable is also known as $(item.globalInteractionId).

Note: This variable is available in scenarios.

$(disposition)

$(disposition) specifies the disposition that was used in an interaction.

Note: This variable is available in scenarios.


Variables for Voice

$(LanguageAsked)

$(LanguageAsked) specifies whether the customer asked for a specific language (e.g., "Yes").

$(NPS_raw)

$(NPS_raw) specifies the Net Promoter Score (NPS) value (e.g., "11").

$(contact_satisfaction)

$(contact_satisfaction) specifies the customer's contact satisfaction rating (e.g., "1").

$(destination)

$(destination) specifies the destination for the Connect Call block (e.g., "2042").

Note: This variable is available in scenarios.

$(first_call)

$(first_call) specifies whether this voice interaction is the first placed call (e.g., "1").

$(screenpopData)

$(screenpopData) specifies the list of the screen pop data received or set by interactive voice response (IVR). An actual list of available screen pop data elements depends on the particular IVR and integration.

Note: This variable is available in scenarios.

$(item.ANI)

$(item.ANI) specifies the Automatic Number Identification (ANI), a telephone company service providing a calling party with a number of the calling party. "ANI" is often used instead of “calling party number.”

Note: This variable is available in scenarios.

$(item.DNIS)

$(item.DNIS) specifies the Dialed Number Identification Service (DNIS), a telephone company service providing the called party with a number that was dialed by the calling party. "DNIS" is often used as a shorthand for "called party number."

Note: This variable is available in scenarios.

$(item.cnam)

$(item.cnam) is the customer's full name, if available.

$(item.customerPhone)

$(item.customerPhone) specifies the customer phone number. This variable enables passing customer phone information from scenarios of primary inbound and outbound customer calls to scenarios of the associated consultations and blind transfers.

Note: This variable is available in scenarios.

$(item.from)

$(item.from) specifies the origination address (i.e., phone number or chat user display name). This variable is also known as ANI.

$(item.interactionId)

$(item.interactionId) specifies the interaction identifier.

Note: This variable is available in scenarios.

$(item.media)

$(item.media) specifies the media type (e.g., "voice").

Note: This variable is available in scenarios.

$(outbound_data)

$(outbound_data) contains data from calling lists and is available if the workflow is triggered from outbound campaign.

$(item.transcript.JSON)

$(item.transcript.JSON) specifies the full JSON transcript of the chat session or voice call.

Note: This variable can pass information from scenarios.

$(item.transcript.HTML)

$(item.transcript.HTML) specifies the HTML formatted transcript of the chat session or voice call.

Note: This variable can pass information from scenarios.

$(item.transcript.text)

$(item.transcript.text) specifies the text transcript of the chat session or voice call.

Note: This variable can pass information from scenarios.



Variables

This section describes the variables that are used in Bright Pattern Contact Center workflows and scenarios.

Variables are accessed using the common $(varname) format. They can be used in integer and string expressions.

Note: If you would like to pass information from scenarios to workflows, note that not all scenario variables pass information to workflows; however, local variables are always passed to workflows. Local variables do not contain a prefix (e.g., item., user., etc.) and their values are available to the scenario where they are defined and to the sub-scenarios that are started from that parent scenario using the Start Another Scenario block. For any variables that are not passed to workflows, you may use a Set Variable block to rename the required scenario variable into a local variable (e.g., set "varDNIS" to $(item.DNIS)).


Common Variables

$(user.id)

$(user.id) specifies the agent's ID if the workflow is started due to agent action.

Note: This variable is available in scenarios.

$(user.loginId)

$(user.loginId) specifies the agent's login ID if the workflow is started due to agent action.

Note: This variable is available in scenarios.

$(user.team)

$(user.team) is the name of the team to which the user is assigned.

Note: This variable is available in scenarios.

$(user.firstName)

$(user.firstName) specifies the agent's first name.

Note: This variable is available in scenarios.

$(user.lastName)

$(user.lastName) specifies the agent's last name.

Note: This variable is available in scenarios.

$(item.caseId)

$(item.caseId) specifies the case ID of the interaction, if available.

$(item.caseNumber)

$(item.caseNumber) specifies the case number of the interaction, if available.

$(item.contactId)

$(item.contactId) specifies the contact ID of the customer, if available.

Note: This variable is available in scenarios.

$(item.firstName)

$(item.firstName) specifies the first name of the customer, if available.

Note: This variable is available in scenarios.

$(item.lastName)

$(item.lastName) specifies the last name of the customer, if available.

Note: This variable is available in scenarios.

$(global_interaction_id)

$(global_interaction_id) specifies the Global interaction identifier. This variable is also known as $(item.globalInteractionId).

Note: This variable is available in scenarios.

$(disposition)

$(disposition) specifies the disposition that was used in an interaction.

Note: This variable is available in scenarios.


Variables for Voice

$(LanguageAsked)

$(LanguageAsked) specifies whether the customer asked for a specific language (e.g., "Yes").

$(NPS_raw)

$(NPS_raw) specifies the Net Promoter Score (NPS) value (e.g., "11").

$(contact_satisfaction)

$(contact_satisfaction) specifies the customer's contact satisfaction rating (e.g., "1").

$(destination)

$(destination) specifies the destination for the Connect Call block (e.g., "2042").

Note: This variable is available in scenarios.

$(first_call)

$(first_call) specifies whether this voice interaction is the first placed call (e.g., "1").

$(screenpopData)

$(screenpopData) specifies the list of the screen pop data received or set by interactive voice response (IVR). An actual list of available screen pop data elements depends on the particular IVR and integration.

Note: This variable is available in scenarios.

$(item.ANI)

$(item.ANI) specifies the Automatic Number Identification (ANI), a telephone company service providing a calling party with a number of the calling party. "ANI" is often used instead of “calling party number.”

Note: This variable is available in scenarios.

$(item.DNIS)

$(item.DNIS) specifies the Dialed Number Identification Service (DNIS), a telephone company service providing the called party with a number that was dialed by the calling party. "DNIS" is often used as a shorthand for "called party number."

Note: This variable is available in scenarios.

$(item.cnam)

$(item.cnam) is the customer's full name, if available.

$(item.customerPhone)

$(item.customerPhone) specifies the customer phone number. This variable enables passing customer phone information from scenarios of primary inbound and outbound customer calls to scenarios of the associated consultations and blind transfers.

Note: This variable is available in scenarios.

$(item.from)

$(item.from) specifies the origination address (i.e., phone number or chat user display name). This variable is also known as ANI.

$(item.interactionId)

$(item.interactionId) specifies the interaction identifier.

Note: This variable is available in scenarios.

$(item.media)

$(item.media) specifies the media type (e.g., "voice").

Note: This variable is available in scenarios.

$(outbound_data)

$(outbound_data) contains data from calling lists and is available if the workflow is triggered from outbound campaign.

$(item.transcript.JSON)

$(item.transcript.JSON) specifies the full JSON transcript of the chat session or voice call.

Note: This variable can pass information from scenarios.

$(item.transcript.HTML)

$(item.transcript.HTML) specifies the HTML formatted transcript of the chat session or voice call.

Note: This variable can pass information from scenarios.

$(item.transcript.text)

$(item.transcript.text) specifies the text transcript of the chat session or voice call.

Note: This variable can pass information from scenarios.



Speech To Text Integration (STT)

Speech To Text (STT) integration allows your contact center 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).

Bright Pattern integrates with STT providers such as IBM Watson, GoVivace, and Google.


Select the type of STT integration


Google Properties

Google's Cloud Speech API converts audio to text. In the Properties dialog, enter the credentials of your Google synchronous STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.

Please note: Google STT requires a payment method to be attached to the account; without this, the STT service would silently not work, and there would be an error in the Google API dashboard.


Google synchronous STT integration account properties


Name

The unique name of this integration account (any)

Type

By default, “Google synchronous STT” because you selected this type when adding the account.

URL

By default, https://speech.googleapis.com/v1/

API key

The service key ID that is used to authenticate Google's Cloud Speech API. This is generated when you get credentials for your service account.


GoVivace Properties

In the Properties dialog, enter the credentials of your GoVivace STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.


GoVivace integration account properties


Name

The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.

URL

By default, wss://services.govivace.com/telephony

STT integration uses the secure WebSocket protocol (i.e., "wss"), so only the wss:// prefix is allowed.

API Key

The GoVivace API key

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.


Watson Properties

In the Properties dialog, enter the credentials of your IBM Watson STT instance as follows. This allows Bright Pattern to access your STT resource and use it in interactions.


Watson integration account properties


Name

The unique name of this integration account (any).

Type

By default, “Watson” because you selected this type when adding the account.

URL

Websocket prefix + your IBM Speech to Text URL. You can find the URL in your IBM Speech to Text service credentials.

For example: wss://api.us-south.speech-to-text.watson.cloud.ibm.com/instances/1a23456f-121d-4c52-bc06-62168f5a18de

Note that STT integration uses the secure WebSocket protocol (i.e., "wss"), so only the wss:// prefix is allowed.

Authentication method

API key

The API key (string) for the service instance in your IBM Speech to Text resource, which is used for making secure, authenticated requests.

You can find your API key on IBM Cloud by going to your Speech to Text service credentials.

username/password (legacy)

Please note: This option is deprecated as of Bright Pattern Contact Center version 5.3.12. For authentication, you must use API key (see above).

The username and password are the username (string) and password (string) that were originally used to authenticate IBM's Speech to Text service APIs. The username and password were previously provided in the service credentials for the service instance. We refer to username/password authentication as "legacy" because IBM does not support this method of authentication, as of October 30, 2019. IBM now supports only IAM authentication (API key). You can learn more about IAM authentication at IBM Cloud Docs.

Default account

Select the Default account checkbox if this integration account is to be the default STT integration account.




Properties Tab

General service settings are configured in the Properties tab. The settings are listed in alphabetical order and are described as follows.


Services & Campaigns > Properties tab


Common Properties

The following properties are available for all service types except where noted.

Name

Name is the service name. This field is mandatory and must be unique within the contact center.

Because service names are used as names for corresponding default service skills, they should not coincide with names of any auxiliary skills.

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.

Type

Type is the type of service or campaign.

If you expect to receive inbound calls that are logically part of your outbound campaign but want these calls to be handled by different agents, you will have to set up two services: an Outbound Voice service for the primary outbound campaign and a Blended Voice service for the inbound calls. Make sure the following conditions are met:

Note the following:

Client Partition

Reserved for future use.

Hours of operation

Hours of operation (HOP) are the service hours. Choose select to use one of the pre-configured schedules, and select a schedule from the drop-down list. Note that you can edit the selected schedule by clicking customize.

Choose specify to define a schedule specifically for this service. See section Hours of Operation for information about creating a schedule. Once you have finished defining this new schedule, you can make it available for use in other services by clicking save this HOP as shared.

HOP can be defined for the scenario entry through which interactions access the service. To understand the relationship between these settings, see the description of property Hours of operation of the dial-in scenario entry.

Note also that for email services HOP is used for exclusion of service closure hours.

Note also that this HOP setting only specifies when the service is open/closed. In order to complete the HOP configuration, you need to define the following additional elements in the interaction processing scenario associated with this service:

Override schedule on selected days

You can override the above permanent service schedule temporarily by selecting the Override schedule on selected days checkbox and defining a temporary schedule for a specified period of time.

Use dispositions

Indicates whether dispositions can be used for this service or campaign. For outbound and blended voice services, the use of dispositions is mandatory.

If the checkbox is selected, you will be able to define service-specific dispositions in the Dispositions tab and the Agent Desktop application will display the disposition selection menu for the interactions associated with this service. Otherwise, the disposition-related elements will be hidden for this service.

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.

Require dispositions

If the use of dispositions is enabled by the previous setting, you can additionally indicate whether disposition selection is mandatory. For outbound and blended voice services, the use of dispositions is mandatory.

If the Require dispositions checkbox is selected, Agent Desktop will force agents to select a disposition for the current interaction before exiting after-call work (ACW). Otherwise, agents will be able to finish interaction handling without selecting any disposition. Note that if ACW timeout is defined, the system will automatically set a blank disposition (i.e., no disposition) after the timeout runs out, even when Require dispositions is set.

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.

Enter After Call Work

Enter After Call Work specifies whether agents should enter the After Call Work state after finishing interactions associated with this service. To apply the setting defined at the contact center level, select system-wide setting.

Note that after-call work (ACW) is mandatory for services with mandatory disposition selection (see the previous setting). For the teams providing services with mandatory disposition selection, it is also recommended not to enforce automatic exit from the After Call Work state or set the timeout for such an exit generously.

Exit After Call Work

If After Call Work is configured for the service, Exit After Call Work allows you to set the maximum time teams assigned to this service may be in the After-call Work state.

A drop-down menu displays three options:

Note: If this setting is configured, it will override the timeouts configured at the system-wide level and the team level.

Natural Language Understanding

Integration accounts of the Natural Language Understanding (NLU) type that are configured for your system appear in the Natural Language Understanding drop-down list. To enable NLU sentiment analysis to be used during chat and voice interactions, select the desired integration account from the list.

Clicking add/edit will redirect you to Call Center Configuration > Integration Accounts, where you will configure or edit such an integration account.

Evaluation Forms

Evaluation Forms displays any evaluation forms that are configured for this service. To add an evaluation form to a service, click add, select the form from the drop-down menu, then select OK. Note that it is possible to associate a service with an evaluation form in section Quality Management > Evaluation Forms > Properties tab.

Service-Specific Properties

The following is a list of service properties available per service type.

Voice Properties (Inbound, Outbound, and Blended)

The following properties are available for all voice services except where noted.

Enable voice signature flag

If the Enable voice signature flag checkbox is selected, agents will be able to indicate whether a voice signature has been collected during a particular call associated with this service. The voice signature flag will be stored as part of the call record, and it can be used to facilitate the export of and subsequent search for the corresponding recordings. For more information, see sections Interaction Records Search and Recordings Details Format of the Reporting Reference Guide, .

The voice signature flag can be displayed for agents via the activity form associated with the given service. For more information, see the Form Builder Reference Guide, section Voice Signature System. If the form is not used, the flag will be displayed in the Contact Info Panel of Agent Desktop. For more information, see section How to Collect a Voice Signature of the Agent Guide.

Voice signature collection makes sense only if calls are recorded. Therefore, when you select this checkbox, the Recorded calls parameter of this service (see below) will be automatically set to 100% and become read-only.

To facilitate and ensure compliance of the voice signature collection process, one of the following additional capabilities shall be considered:

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.

Perform list lookups on incoming calls

For blended voice campaigns, selecting this checkbox enables the system to identify incoming callers by looking up list data.

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.

Record calls/ Do not record calls

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

Record IVR call segment

Record IVR call segment indicates whether recordings of calls associated with this service will include recording for the IVR phase of the call. Note that the use of this option should normally be avoided for IVR applications that may process sensitive authentication data such as payment card PIN codes.

Please note: The incorporation of the $(banVoiceRecording) or $(banMonitoring) variables in a voice scenario with an IVR menu will override any recording or monitoring settings you have configured, if selected by a customer. For more information, see Variables in the Scenario Builder Reference Guide.

Transcribe calls

Transcriptions may be saved for voice calls if a speech-to-text integration account (e.g., IBM Watson) is enabled for your contact center and call recording is enabled for a service. To enable transcripts for a service, select the transcribe calls checkbox.

Enable Virtual Queue functionality

Enable Virtual Queue functionality indicates whether the Virtual Queue option is enabled for this service. Virtual Queue, also sometimes referred to as Callback Option, is an enhancement of the regular automatic call distribution method used in inbound call center services. During periods of significant wait times, this option allows customers to hang up the call while keeping their position in the service queue and to receive a callback when it is their turn to be connected to an agent.

Note that in order to function properly, the Virtual Queue option must be additionally configured in the scenario associated with this service. For detailed instructions about virtual queue configuration, see the Virtual Queue Tutorial.

This setting is available for inbound and blended voice services only.

Notify agents in ACW about calls in queue

Agents may be notified visually and audibly about new service calls waiting in queue while they are in the After Call Work state. This may be used to prompt the agents to finish their ACW faster. This option is essential only for inbound and blended services and only if the ACW state is used for handling of interactions associated with this service (see Enter After Call Work above). If selected, notifications will be sent to all agents who have the default service skill with any level other than “0” and who are currently in the ACW state.

Notify after calls are waiting for

This setting is essential only if the Notify agents in ACW about calls in queue option is selected. This setting specifies how long a new service call will wait in queue before notifying the agents. If not specified, the agents will be notified as soon as a new call enters the service queue.

Outbound chat service

For voice services, the outbound chat service drop-down list shows all services of the "chat" type. Selecting an outbound chat service enables agents to send an SMS while on a voice call, creating a chat interaction with the SMS ANI from the selected chat service.

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.

Chat Properties

The following properties are available for chat services.

Bot / Chat Suggestions engine

Integration accounts of the IBM Watson type that are configured for your system appear in the Bot / Chat Suggestions engine drop-down list. To enable a bot to make suggestions to users during chat interactions, select the desired integration account from the list.

Clicking add/edit will redirect you to Call Center Configuration > Integration Accounts, where you will configure or edit such an integration account.

Outbound chat accounts

Select the account to use for outbound chats for this service or campaign. Outbound chat accounts include chat media (e.g., web chat), SMS numbers, and integration accounts (e.g., messenger integrations). Note that this setting must be configured in order to use the SMS/MMS API.

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.

Email Properties

The following properties are available for email services.

Outbound email account

Outbound email account is an email-service-specific property that will be used for sending new outbound emails associated with this service. This parameter must be specified if this service will be used to send outbound emails unrelated to existing cases.

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.

Short name

An optional field, short name is the short service name available for email services only and has a 12-character limit. If specified, this name will be displayed for emails associated with the given service in personal and team email queue views of the Agent Desktop. (Otherwise, nothing will be displayed due to limited space.)

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.

Directory folder

For email services, this is the folder of the Agent Desktop directory where this service will appear. This directory will be shown to the agent when the agent selects an email transfer function. You can select an existing folder or create a new one.

Marketing Properties

These properties are reserved for future use.



Play-Listen

Play-Listen scenario block

The Play-Listen scenario block is a key part of Bright Pattern's conversational IVR. The block enables natural conversation in an automated scenario, using the combination of integrated text-to-speech and speech-to-text technologies, along with integrated chatbots, to "talk" to customers on inbound voice calls and "listen" for their spoken or DTMF (i.e., touch tones) response.

To use this block, your contact center must have a Speech To Text (STT) integration account and a Text to Speech (TTS) integration account.

(Note that for scenarios in which input from the caller is expected in response to a prompt, use the Menu block.)

How It Works

On a call, if the Play-Listen block detects that the caller is talking or entering touch tones on the phone, the voice prompt will stop playing, and one of the following will happen:

Properties

In this block's properties, you will configure Play-Listen to play a voice prompt for the caller, collect the caller's spoken response or DTMF response, offer bot suggestions to the caller, and route the caller if the block fails.


Scenario Builder Play-Listen scenario block settings


Prompt to play

This is the prompt that the scenario will play to the caller.

The Play-Listen block uses text-to-speech technology to convert bot response text into speech in a specified language. The prompt will sound like a robot. You have the option to record your own voice segment and upload it to the Prompts list as a .WAV file.

Learn more about managing prompts in this guide's section, Voice Prompts.

Allow interrupting prompt by customer voice

When this checkbox is enabled, if the Play-Listen block detects that a caller is talking while the configured prompt is playing, the prompt will be interrupted. Note that this setting is unchecked by default.

Transcriber

The transcriber is the Speech-to-Text (STT) engine that takes the caller's vocal response and converts it to text, thus producing a text transcription of whatever was spoken.

Select the STT integration account that has been configured for your contact center.


Select transcriber


Recognized phrase

The recognized phrase uses a variable to represent whatever the customer says. In this field, enter the variable that receives the caller's spoken "phrase" (e.g., "user_phrase" or "bot_phrase").

The variable name can be anything you want, as long as you use the same variable name consistently in your scenario. The variable/recognized phrase is set using the Set Variable block.

Confidence

Confidence indicates the speech-to-text service's confidence in its identification of the speakers and the words that are spoken. In this field, confidence is represented by a variable that receives the confidence value from your integrated speech-to-text engine.

As with the recognized phrase variable, you can enter any variable you want here (e.g., "cc"), as long as you use it consistently later.

Your STT engine conveys confidence as a numeric value, where the higher the number (e.g., "0.999") is, the more confident the STT engine is that it has recognized vocals correctly. A low number (e.g., "0.001") shows that the engine has very low confidence in its vocal recognition. For example, if the customer says, "I need a new phone," and the engine hears, "I need a sea foam," the confidence will be likely very low. If confidence is low, the scenario can escalate the call to a real agent.

Max timeout

The default value is 20 seconds. When the max timeout is reached, the scenario will exit the Play-Listen block using the Timeout conditional exit (see below).


Conditional Exits

The scenario can exit the Play-Listen block through the DTMF exit, Failed exit, or Timeout exit.


DTMF and Failed conditional exits


DTMF

Dual-tone multi-frequency (DTMF) refers to telephone touch-tones. If the Play-Listen block detects that the caller is transmitting numeric information (numbers from 0 to 9, as well as symbols # and *) on the phone, it will take the DTMF exit, running through the scenario as specified.

To define what the scenario will do once the exit is triggered, drag a scenario block over to the DTMF exit.

In the example shown above, when the DTMF exit is triggered, an internal message is sent to a specified agent, so that the agent knows that touch-tone information was provided via the IVR. Then, the scenario uses the Goto block to go to the Find Agent block.

Failed

The Failed exit is taken when the Play-Listen block has delivered the prompt but has failed to collect a response from the caller.

To define what the scenario will do once the exit is triggered, drag a scenario block over to the Failed exit.

In the example shown above, when the Failed exit is triggered, an internal message is sent to a specified agent, so that the agent knows that conversational IVR didn't get a response from the caller. Then, the scenario uses the Goto block to go to the Find Agent block.

Timeout

If the Play-Listen block does not detect any changes in vocal input or if the call is silent, the block will take the Timeout exit.

To define what the scenario will do once the exit is triggered, drag a scenario block over to the Timeout exit. You may wish to use the Goto block to go to the Find Agent block.


Recommended Reading

Explore Bright Pattern's tutorials to learn more about how to use the Play-Listen block:


Microsoft Dynamics Create Object

Microsoft Dynamics Create Object workflow block


The Microsoft Dynamics Create Object workflow block creates a specified object in the Dynamics 365 database. You may find it useful to pair this block with the Microsoft Dynamics Search Object workflow block; if you search the Dynamics 365 CRM database for an object and do not find it, you can opt to create that object.

Properties

Microsoft Dynamics Create Object properties


Title text

The name of the instance of the block (any name).

Object type

The type of object you want to create in the Dynamics 365 database. You may enter a custom object type or select from the drop-down menu one of the following types:

Variable name for object ID

The name of the variable that will be used as the identifier for the Dynamics 365 object to be created. The variable name of the object ID will be set only if the block succeeds.

Set fields

This setting is reserved.

Raw JSON

Where object properties are specified in JSON format.

Conditional Exits

If the create operation has failed, the block will take the Failed exit.



Microsoft Dynamics Delete Object

Microsoft Dynamics Delete Object workflow block


The Microsoft Dynamics Delete Object workflow block is used for deleting a specified object in the Dynamics 365 database. You may find it useful to pair this block with the Microsoft Dynamics Search Object workflow block; you can search the Dynamics 365 CRM database for an object and then use the Delete Object block to remove it.

Properties

Microsoft Dynamics Delete Object properties


Title text

The name of the instance of the block (any name).

Object type

The type of object you want to delete in the Dynamics 365 database. You may enter a custom object type or select from the drop-down menu one of the following types:

Object ID

The object ID is the name of the variable that will be used to identify the Dynamics 365 object to be deleted. The variable name of the object ID will be set only if the block succeeds.

Conditional Exits

If the create operation has failed, the block will take the Failed or No Data exit.

Failed

This exit is taken if the search operation failed due to invalid parameters, timeout, or network connectivity to the Dynamics 365 CRM.

No Data

This exit is taken if no data matching the specified search criteria is found.



Microsoft Dynamics Search Object

Microsoft Dynamics Search Object workflow block


The Microsoft Dynamics Search Object block finds an existing object in the Dynamics 365 database. When using this block, we assume that we have some information about a contact, such as case state, account number, or name, and we use that information for data lookup. You can use this block to search for a variety of data object types.

Properties

Microsoft Dynamics Search Object properties


Title Text

The name of the instance of the block (any name).

Object type

The type of object you want to search for in the Dynamics 365 database. Values may be manually entered in this field or selected from the drop-down menu. Note that the value in the Object type field is the Dynamics Entity Set Name. For more information, see Query Data using the Web API.

Select from one of the following types:

Query

This field allows free-form entry of of text in Dynamics 365 search URL syntax.

Recordset name

A recordset is a set of records (presented either as a table or a query from a table) in JSON format, which holds the results of the search that this block is doing.

The recordset name is the name of the recordset in JSON format. When entering the recordset name (e.g., "MScase"), you are declaring your recordset in a field name, and the 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 Microsoft Dynamics Create Object block if information about a contact is not found).

Conditional Exits

Failed

This exit is taken if the search operation failed due to invalid parameters, timeout, or network connectivity to the Dynamics 365 CRM.

No Data

This exit is taken if no data matching the specified search criteria is found.




Microsoft Dynamics Select Account

Microsoft Dynamics Select Account workflow block


Your contact center configuration may contain multiple Microsoft Dynamics 365 integration accounts for access to different Dynamics 365 apps. Use the Microsoft Dynamics Select Account block to specify the integration account that will be used by subsequent Microsoft Dynamics blocks in the given workflow.

If this block is not used, all Microsoft Dynamics blocks in the given workflow will use access data from the integration account marked as Default account. For more information, see the Contact Center Administrator Guide, section Microsoft Dynamics 365 Integration.

Properties

Microsoft Dynamics Select Account workflow block properties


Title text

The name of the instance of the block.

Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.

Account

The name of the Microsoft Dynamics Select Account integration account that will be used for access to Dynamics 365 data by subsequent Microsoft Dynamics blocks in the given workflow.




Microsoft Dynamics Update Object

Microsoft Dynamics Update Object workflow block


The Microsoft Dynamics Update Object workflow block is used for making changes to a specified object in the Dynamics 365 database. You may find it useful to pair this block with the Microsoft Dynamics Search Object block; if you search the Dynamics 365 CRM database for an object and want to edit it, you can opt to update that object.

Properties

Microsoft Dynamics Update Object properties


Title text

The name of the instance of the block (any name).

Object type

The type of object you want to create in the Dynamics 365 database. You may enter a custom object type or select from the drop-down menu one of the following types:

Object identifier

The object ID is the name of the variable that will be used to identify the Dynamics 365 object to be updated. The variable name of the object ID will be set only if the block succeeds.

Set fields

This setting is reserved.

Raw JSON

Where object properties are specified in JSON format.

Conditional Exits

If the create operation has failed, the block will take the Failed or No Data exit.

Failed

This exit is taken if the search operation failed due to invalid parameters, timeout, or network connectivity to the Dynamics 365 CRM.

No Data

This exit is taken if no data matching the specified search criteria is found.



Zendesk API Request

Zendesk API Request scenario block


The Zendesk API Request scenario block allows you to make a free-form Zendesk API request to Zendesk using JSON, making it possible to take a variety of actions with your integrated account. The block uses your preconfigured Zendesk integration account for authorization and so forth. Note that the HTTP method is configurable and the returned results are processed the same way as they are with the Fetch URL scenario block.


Zendesk API Request scenario block settings; this example block creates an entity in Zendesk


Conditional Exits

Failed

The Failed conditional exit is taken if an error occurred during the API method execution.

No Data

The No Data conditional exit is executed if no data is returned in the body of the HTTP response.

Settings

Title text

The name of the instance of the block.

Request type

The type of method to be used to retrieve content from the specified Zendesk URL.

Select from the following request types, or write in another method manually:

URL

In this field, set requests.json in order to create an entity in Zendesk.

When this scenario block executes, it constructs a request to the Zendesk API. The block takes the integration account configuration URL https://<yourcompany>.zendesk.com and appends /api/v2/ and requests.json to it.

Set fields

This setting is reserved.

Raw JSON

Where object properties are specified in JSON format.

Note: The code and the body of the received HTTP response will be stored in local variables $(integrationResultCode) and $(integrationResultBody), respectively. For troubleshooting purposes, use the EMail or Internal Message block to obtain the content of responses indicating a failed attempt to create an object. For more information, see the description of the variable $(integrationResultBody).

Initial path in the result JSON

If the response body contains JSON, this setting can be used to save into scenario variables a specific part of the data. Example: myobject.node.list[4]. The default is "none"; the path starts from the root of the returned JSON.

Scenario variable prefix for JSON data

This string will be used as the name of the variable to receive parsed JSON data. Note that if the initial path above points to an array, depending on the value of the following GetNext option, this variable would either contain the array or its first (and subsequent) elements.

Use GetNext block to loop through data

This box is selected if the JSON response data (at the initial path) is an array. The scenario variable will be set to the first element of the array and GetNext block could be used to iterate over the array elements, setting scenario variable to the next element.



Call Recording and Monitoring

Call recording and monitoring settings are configured in Quality Management > Call Recording and Monitoring in the Contact Center Administrator application.

Voice recordings can be subsequently played back via:

Voice recordings can also be exported to an external storage.

Note: Call Recording is enabled automatically when a supervisor begins monitoring unless the Recording during supervisor monitoring setting is disabled.

Settings

Call Recording and Monitoring settings


Call Recording

Select the record calls checkbox to enable call recording. If this property is checked, all voice calls will be recorded (inbound, outbound, and internal).

Regular call recording, where speech of all call participants is recorded to the same file, is performed in the GSM format. Your service provider may also enable multichannel recording for you, where speech of each call participant is recorded to a separate file and is performed in uncompressed PCM 16-bit format. If enabled, the multichannel recording will be performed in parallel with the regular recording and will be controlled by the same recording settings and controls. Note, however, that due to their large size, multichannel recordings are usually stored locally for a limited time (check with your service provider) and can be exported via the Multichannel Recording API method only.

Additionally, note that this configuration setting can be overridden by the following actions (listed in the order from least to most powerful):

If a call is transferred, the call recording state is determined by the highest level override present in the main or consult call after transfer. If two or more calls are merged into a conference, the call recording state is determined by the highest level override present in any merged call. Once recording is manually started via API, it can be stopped by only API call or by setting the $(banVoiceRecording) variable. Adding or removing services or other users would not stop the recording started by API.

Play monitoring notification

Select the checkbox for to agent, to customer, or both to specify who should hear the monitoring notification.

Monitoring prompt

The Monitoring prompt is the sound or other audio message that will be used for the monitoring notification. Click upload to add a voice file (in WAV format).

Play notification tone periodically

When call is recorded

Select the checkbox for to agent, to customer, or both to specify who should hear a tone when a call is being recorded.

When call is monitored

Select the checkbox for to agent, to customer, or both to specify who should hear a tone when a call is being monitored.

Periodic Monitoring or Recording prompt

The Periodic Monitoring or Recording prompt is the sound or other audio message that will be used as the notification tone. Click upload to add a voice file (in WAV format).

period, sec

Period, sec is the period of time (in seconds) to wait before playing the periodic monitoring or recording prompt again. For example, specifying 10 seconds here causes the periodic monitoring or recording prompt to be played every 10 seconds.

Play notification when recording starts

Select the checkbox for to agent, to customer, or both to specify who should hear the notification when the recording starts. Note that this notification will play after the manual start of recording only.

Start recording prompt

The Start recording prompt is the sound or other audio message that will be played when recording begins. Click upload to add a voice file or sound (in WAV format, no more than 3 MB).

Play notification when recording stops

Select the checkbox for to agent, to customer, or both to specify who should hear the notification when the recording stops. Note that this notification will play after the manual stop of recording only.

Stop recording prompt

The Stop recording prompt is the sound or other audio message that will be played when recording ends. Click upload to add a voice file or sound (in WAV format, no more than 3 MB).

Recording during supervisor monitoring

This setting allows you to control whether agents are recorded during supervisor monitoring or not. Prior to version 5.3.12, when a supervisor began a call-monitoring session, the recording of such a call would begin unconditionally. While this continues to be the default behavior, you can now disable automatic recording of monitored calls by deselecting the Automatically record monitored calls checkbox. Please note that if the Automatically record monitored calls checkbox is selected, monitored calls will be recorded whether the Call Recording option is enabled for your contact center or not.

Recording after external transfer

Stop recording of calls transferred outside

For voice services, you can discontinue call recording upon transferring a call to an external number.

Instances in which you may not want to record calls include when:

Continue recording of calls transferred outside

This selection specifies that the call will be recorded even after the transfer.

except when calling the following numbers

To create exceptions to your call recording/stopping selections, click add.






Record

The Record scenario block provides a way for a scenario to record a message over the phone and store it as a shared voice segment for subsequent use in other scenarios. Such a shared voice segment must first be created via the Contact Center Administrator application and then selected as the value of property Shared voice prompt of this block.


Scenario Builder Record scenario block


This block will record the message in the “current” scenario language. The default current language is English - United States. To change the current language, use the Set Prompt Language block. To record one voice segment in two different languages in the same scenario, you can set the first desired language, use the Record block, then set the second language, and use the Record block again with the same setting of the Shared voice prompt property.

Note: Before Bright Pattern Contact Center version 3.7.7, a combination of the Record and EMail scenario blocks were used to implement recording and distribution of voicemail messages. In version 3.7.7, the Voicemail block was introduced to combine the above functions and support various storage and playback options specific to voicemail. Starting from version 3.8, Bright Pattern Contact Center Software also supports a built-in voicemail function.

Conditional Exits

The Record block may take one of the following conditional exits: Silence, Error, Max Recording Time Exceeded, or Cancelled.


Scenario Builder Record conditional exits


Silence

Silence is detected. The Detect Silence checkbox must be selected, and the Cancel on initial silence of parameter must be specified.

Error

A scenario block error occurs.

Max Recording Time Exceeded

The Maximum duration is exceeded.

Cancelled

The recording is cancelled by the user.

Prompts

The Record block plays the Confirmation menu prompt after replaying the recorded message. This prompt will normally offer the following options: accept the recording, record again, and cancel recording.

The user will be expected to select the desired option by pressing the phone key specified for each option (by default, these are digits 1, 2, and 3, respectively).

Settings

Scenario Builder Record scenario block settings

Title text

The name of the instance of the block. Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.

Maximum duration

Specifies the maximum duration of the recording in seconds.

Recording encoding

The type of encoding method being used. Select G.711 (default) for the best quality, or GSM6.10 for a smaller file.

Recording mode

Allows you to select from either of the following recording options:

Shared Voice Segment that can be used in IVR Prompts

Allows you to select any shared voice segment you have configured to use in IVR prompts. Shared Voice Segments are configured in Contact Center Administrator.

Store recording accessible via a URL

Allows you to access recordings via URL through either Agent Desktop or when sent as an email attachment.

Note: In order to enable these options, there are additional configuration steps listed per the following methods.

Name of the variable to store secure URL to play via Agent Desktop

Allows you to name a variable to store recordings to play via Agent Desktop. For this feature to work, you must have Transcribe recording (uses Speech To Text integration account) and Natural Language Understanding (NLU) checked and configured, as well as variables entered in fields corresponding with text transcripts and sentiments.

Note: To ensure this feature is working properly, you may need to make sure that the recording, transcript, and sentiment were received (use the Log, EMail, or Internal Message blocks to obtain variables). You may also need to verify that clicking on the received recording URL makes Agent Desktop come up in your browser and requires authentication. After logging in successfully, the URLs will become available.

Name of the variable to store recording URL to use as email attachment

Allows you to name a variable to store the recording as an email attachment (e.g., “recording_url”).

Note: This variable must be connected to an EMail block in the same scenario to send the URL via email (e.g., “$(recording_url)”).

Store recording into a string variable, base-64 encoded

This option allows you to store the recording into a string variable, which is Base64 encoded; the format of the recording is the Resource Interchange File Format (RIFF) (i.e., essentially a .WAV file). The length of the recording is hard-limited to 30 seconds. When configured, this option makes it possible to pass voice recordings in RESTful API calls (e.g., voice biometrics enrollment, verification).

Detect silence

If selected, the Record block will analyze the voice stream in order to reject empty messages and determine the end of message. The Detect silence option requires more processing power.

Confirm before saving

If selected, the Record block will play the recording back to the caller and ask the caller to confirm or re-record the message before it is saved.

Beep at start of recording

If selected, the Record block will provide a tone indicating the beginning of the recording.

Confirmation menu prompt (after recorded message replay)

The name of the confirmation menu segment that will be used after the recorded message replay. To configure the menu prompt message and/or language, click on the Select option link to bring up the prompts list.

Accept recording" DTMF (default 1)

The touch-tone value that will be used to accept the recording (e.g., "Press 1 to accept the recording."). The default value is 1.

Record again" DTMF (default 2)

The touch-tone value that will be used to record the message again (e.g., "Press 2 to re-record the message."). The default value is 2.

Cancel recording" DTMF (default 3)

The touch-tone value that will be used to cancel recording (e.g., "Press 3 to cancel."). The default value is 3.

Transcribe recording (uses Speech to Text Integration Account)

When selected, this uses your integrated Speech To Text account to transcribe recorded conversations.

Note: This option is only available if the setting Store recording accessible via a URL is selected.

Natural Language Understanding (sentiment) account

Allows you to select the Natural Language Understanding (NLU) account you wish for sentiment recording.

Name of the variable to store text transcript of the recording

If a Speech To Text (STT) account has been selected for this Record block, this field allows you enter the name the variable you want associated with the STT account (e.g., "transcript_survey").

Note: This variable may be linked to Save Survey Response block for saving survey responses related to recorded text transcripts.

Name of the variable to store sentiment of recording

If a Natural Language Understanding (NLU) account has been selected for this Record block, this field allows you to name the variable you want associated with the sentiments determined by your NLU account (e.g., "sentiment_survey").

Note: This variable may be linked to Save Survey Response block for saving survey responses related to recorded sentiments.



Known Issues and Workarounds

This page provides information about known issues for Bright Pattern Contact Center software.


Reports do not display properly in Firefox 67

Due to a JavaScript root name conflict between Google Web Toolkit (GWT) and Firefox, reports are not displaying in Firefox 67—running a report brings up a blank browser tab.

As a workaround to this issue, we recommend doing the following:

  1. In Firefox, navigate to about:config to bring up preferences.

  2. Search for preference security.webauth.u2f

  3. Set the value to false by double-clicking on the preference.


Embedded Agent Desktop Widget in Safari

Due to recommended system changes that address cookie handling in Chrome 80, the Embedded Agent Desktop widget (i.e., iframe) will not work in the Safari web browser. This issue affects only customers who use integrated Bright Pattern Contact Center software in third-party applications (e.g., Salesforce, Zendesk, etc.). Currently, Apple is working on a fix for this issue. Our recommended workaround is to use a web browser other than Safari. Note that users may still access the regular Agent Desktop application on Safari.


Externally Linked Images in Jaspersoft Reports

Bright Pattern tightened the security addressing a recently discovered Jaspersoft reports vulnerability in 5.5.5. As a result Jaspersoft reports cannot use links to external URLs (e.g., links to custom logos). Bright Pattern suggests using embedded images in reports, if a custom logo is absolutely necessary.


Workaround for Integration With Multiple Salesforce Accounts

If your contact center requires multiple Salesforce integration accounts to be configured, it is likely that you will encounter issues when requesting access tokens for any integration account other than the initial one.

That is, if you have successfully configured one integration account, while completing step 2 of the Add Salesforce Integration Account in Bright Pattern procedure for a subsequent account, when you reach the point where you click Request token, the login window that pops may appear with the URL of the initial Salesforce integration account.

Should you experience this issue, take the following steps:

  1. After configuring the initial account, clear all cookies from your web browser. Note that this action will log you out of the Contact Center Administrator application.
  2. Log back into the application and complete step 1 and step 2 of the procedure.
  3. When you reach the point in step 2 when you click the Request token button, a window will pop. Ensure that the URL in this window matches the Url configured in the basic properties for the subsequent account.


Note that this workaround applies to all versions of Salesforce (i.e., Classic, Lightning, and Service Cloud).


Windows Administrative Remote Assist Task Manager

Due to Windows Security features, agents may lose mouse and keyboard control over their Remote Assist sessions, but this will only occur when ALL of the following are true:


No matter how the Task Manager is opened, this specific combination of events may cause the agent to lose keyboard and mouse control.


To work around this issue: