Bright Pattern Contact Center version 5.3.17 is a feature release that introduces Remote Assistance Integration with LogMeIn Rescue.
Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.
Remote Assistance Integration with LogMeIn Rescue
Bright Pattern Contact Center now features Remote Assistance integration with LogMeIn Rescue. This integration allows agents who are also authorized LogMeIn Rescue technicians to provide remote desktop support and mobile device support to customers during voice or chat/SMS/messenger service interactions.
Remote Assistance integration adds the following new items to Bright Pattern Contact Center applications:
- Remote Assistance integration account in the Contact Center Administrator application, section Configuration > Call Center Configuration, Integration Accounts
- Start remote assistance button in the Agent Desktop application, visible during active voice interactions
- Start remote assistance button in the Agent Desktop application, visible during active chat/SMS/messenger interactions
Note that before you can set up this integration, it must be enabled for your contact center by your service provider. Please visit our LogMeIn Integration Quick Start to review configuration steps and usage.
For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.