From Bright Pattern Documentation
| Line 1: | Line 1: | ||
<translate>= Integration Accounts= | <translate>= Integration Accounts= | ||
| − | Integration accounts | + | Integration accounts enable your contact center to work with third-party systems, such as customer relationship management (CRM) and workforce management (WFM) applications. |
| − | |||
| − | |||
| − | |||
| − | |||
[[File:Integration-Accounts-50.png|thumb|800px|center|Call Center Configuration > Integration Accounts]] | [[File:Integration-Accounts-50.png|thumb|800px|center|Call Center Configuration > Integration Accounts]] | ||
| − | |||
| − | |||
| − | |||
| − | |||
== Types of Integration Accounts == | == Types of Integration Accounts == | ||
| − | + | Bright Pattern Contact Center solution supports out-of-the-box integration with the following types of solutions: | |
* [[Contact-center-administrator-guide/IntegrationAccounts/AmazonAWS|Amazon AWS]] | * [[Contact-center-administrator-guide/IntegrationAccounts/AmazonAWS|Amazon AWS]] | ||
* [[Contact-center-administrator-guide/IntegrationAccounts/BotChatSuggestionsEngine|Bot / Chat suggestions engine]] | * [[Contact-center-administrator-guide/IntegrationAccounts/BotChatSuggestionsEngine|Bot / Chat suggestions engine]] | ||
| Line 36: | Line 28: | ||
* [[Contact-center-administrator-guide/IntegrationAccounts/Zendesk|Zendesk]] | * [[Contact-center-administrator-guide/IntegrationAccounts/Zendesk|Zendesk]] | ||
| + | == Managing Integration Accounts == | ||
| + | === How to Add a New Integration Account === | ||
| + | # In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br /> | ||
| + | # At the bottom of the screen, click the '''add''' ('''+''') button. The Types dialog will open.<br /><br /> | ||
| + | # Select the type of integration account to add (see section ''Types'' below). | ||
| + | === How to Edit an Existing Integration Account === | ||
| + | # In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br /> | ||
| + | # From the listed accounts shown, select the integration account you want to edit.<br /><br /> | ||
| + | # In the Properties pane that opens, edit properties as desired.<br /><br /> | ||
| + | # Click '''Apply''' to save your changes. | ||
| + | === How to Delete an Integration Account === | ||
| + | # In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br /> | ||
| + | # From the listed accounts shown, select the integration account you want to remove.<br /><br /> | ||
| + | # At the bottom of the screen, click the '''delete''' ('''X''') button.<br /><br /> | ||
| + | # Confirm the deletion and click '''Apply''' to save your changes. | ||
| + | |||
| + | == Notes == | ||
| + | Version 1.1 and later of the Transport Layer Security (TLS) encryption protocol is used to ensure the 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 [[contact-center-administrator-guide/ScheduledReports|Scheduled Reports]] screen of the Contact Center Administrator application. | ||
Revision as of 21:08, 26 November 2018
• 日本語
<translate>= Integration Accounts= Integration accounts enable your contact center to work with third-party systems, such as customer relationship management (CRM) and workforce management (WFM) applications.
Types of Integration Accounts
Bright Pattern Contact Center solution supports out-of-the-box integration with the following types of solutions:
- Amazon AWS
- Bot / Chat suggestions engine
- External Knowledge Base
- Loxysoft WFM
- Messenger
- NICE
- Natural Language Understanding
- Next Caller
- RightNow (Oracle Service Cloud)
- Salesforce.com
- ServiceNow
- Single Sign-On
- Speech To Text
- Statistics Data Receiver
- Text To Speech
- The Data Group (TDG)
- WFM
- Zapier
- Zendesk
Managing Integration Accounts
How to Add a New Integration Account
- In Contact Center Administrator, go to Call Center Configuration > Integration Accounts.
- At the bottom of the screen, click the add (+) button. The Types dialog will open.
- Select the type of integration account to add (see section Types below).
How to Edit an Existing Integration Account
- In Contact Center Administrator, go to Call Center Configuration > Integration Accounts.
- From the listed accounts shown, select the integration account you want to edit.
- In the Properties pane that opens, edit properties as desired.
- Click Apply to save your changes.
How to Delete an Integration Account
- In Contact Center Administrator, go to Call Center Configuration > Integration Accounts.
- From the listed accounts shown, select the integration account you want to remove.
- At the bottom of the screen, click the delete (X) button.
- Confirm the deletion and click Apply to save your changes.
Notes
Version 1.1 and later of the Transport Layer Security (TLS) encryption protocol is used to ensure the 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.
</translate>