|
|
| Line 1: |
Line 1: |
| − | <translate>= Integration Accounts= | + | <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.
| + | *[[Contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Overview | Overview]] |
| − | | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/AmazonAWS | AWS]] |
| − | | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/BotChatSuggestionsEngine | Bot / Chat suggestions engine]] |
| − | [[File:Integration-Accounts-50.png|thumb|800px|center|Call Center Configuration > Integration Accounts]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/ExternalKnowledgeBase | External Knowledge Base]] |
| − | | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/LoxysoftWFM | Loxysoft WFM]] |
| − | | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Messenger | Messenger]] |
| − | == Types of Integration Accounts ==
| + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NICE | NICE]] |
| − | Bright Pattern Contact Center solution supports out-of-the-box integration with the following types of solutions:
| + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NaturalLanguageUnderstanding | Natural Language Understanding]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/AmazonAWS|Amazon AWS]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NextCaller | Next Caller]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/BotChatSuggestionsEngine|Bot / Chat suggestions engine]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/RightNow | RightNow]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/ExternalKnowledgeBase|External Knowledge Base]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Salesforce.com | Salesforce.com]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/LoxysoftWFM|Loxysoft WFM]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/ServiceNow | ServiceNow]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/Messenger|Messenger]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/SingleSign-On | Single Sign-On]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/MicrosoftDynamics365|Microsoft Dynamics 365]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/SpeechToText | Speech To Text]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/NICE|NICE]]
| + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/StatisticsDataReceiver | Statistics Data Receiver]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/NaturalLanguageUnderstanding|Natural Language Understanding]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/TextToSpeech | Text To Speech]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/NextCaller|Next Caller]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/The Data GroupTDG | The Data Group (TDG)]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/RightNow|RightNow (Oracle Service Cloud)]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/WFM | WFM]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/Salesforce.com|Salesforce.com]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Zapier | Zapier]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/ServiceNow|ServiceNow]] | + | ** [[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Zendesk | Zendesk]] |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/SingleSign-On|Single Sign-On]] | |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/SpeechToText|Speech To Text]] | |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/StatisticsDataReceiver|Statistics Data Receiver]] | |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/TextToSpeech|Text To Speech]] | |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/The_Data_GroupTDG|The Data Group (TDG)]] | |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/WFM|WFM]] | |
| − | * [[Contact-center-administrator-guide/IntegrationAccounts/Zapier|Zapier]] | |
| − | * [[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 links to various types above).
| |
| − | | |
| − | === 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 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.
| |
| − | | |
| | | | |
| | | | |
| | | | |
| | </translate> | | </translate> |
