Version 5.2.2
Bright Pattern Contact Center version 5.2.2 is a minor release comprising some feature enhancements and various bug fixes.
Features
The following new features have been added in version 5.2.2.
Location Settings for Proactive Offer Chat Widget
Release 5.2.2 introduces location settings for the Proactive Offer chat widget; these settings allow you to configure where the widget will appear on the screen.
For more information, see the Chat Widget Configuration Guide, section Proactive Offer Styling.
New and Updated Scenario Builder Blocks
New and updated scenario blocks are introduced in the Scenario Builder application; the blocks allow creation and alteration of internal database objects and may be used to enhance survey functionality.
Identify Contact
The Identify Contact block performs a search for contact information and associates contact information within the current interaction. The block can search either internal or external sources (i.e., those configured in Call Center Configuration > Identification). If this block is present anywhere in a scenario, automatic identification before the scenario start will not be performed.
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.
Bright Pattern Delete Object
The Bright Pattern Delete Object block deletes an existing object from the database. The allowed object types are Case, Contact, and Company.
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.
Bright Pattern Search Object
The Bright Pattern Search Object block finds an existing object in the database. The allowed object types are Case, Contact, Company, and Activity History.
From version 5.2.2 onward, the Retrieve Internal Record block will be replaced by the Bright Pattern Search Object block. While the block will still be supported for previous versions of Bright Pattern Contact Center software, it will not be possible to add this block to any new scenarios, post upgrade.
Set Case
The Set Case block associates a case to the current interaction. When the interaction is delivered to the agent, the case tab will be automatically displayed on screen-pop forms.
“Searchable” Checkbox Added to Custom Fields
The Searchable checkbox has been added to the configuration of Contact, Case, Company, and Activity History custom fields. When selected, this checkbox creates a database index in your contact center for the checked field. Note a maximum of three custom fields per object type may be marked searchable.
For more information, see the Contact Center Administration Guide, section Custom Fields.
Screen-Pop for Case and Contact Tabs
Version 5.2.2 introduces additions to screen-pop activity form settings, as configured in section Services & Campaigns of Contact Center Administrator.
When enabled, the new Display Contact tab checkbox allows the Contact tab to be displayed on screen-pop activity forms.
Additionally, the Case tab is automatically shown to agents if there is a case assigned to an interaction (i.e., if the Set Case block is used in a Voice or Chat scenario).
Both Contact and Case tabs are shown immediately after a screen-pop activity form is displayed. For more information, see the Contact Center Administration Guide, section Activity Tab.
Campaign Identification With Manual Outbound Calls
The checkbox Limit manual outbound calls to numbers in lists and record manual call results in campaigns has been added to Services & Campaigns > Outbound - General Settings.
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.
For more information, see the Contact Center Administrator Guide, section Outbound - General.
Chat Widget Section 508 Compliant
In accordance with Section 508 of the United States Workforce Rehabilitation Act of 1973, the chat widget has been enhanced to be accessible to people with disabilities.
Defects
The following defects have been fixed in this version of Bright Pattern Contact Center. If you need to speak to Bright Pattern Support about any of these fixes, please use the provided reference numbers.
| Reference | Fixed in Version 5.2.1 |
| 14880 | Discrepancy with Calls Handled and In Queued real-time metrics |
| 14703 | Running an Ad-hoc report clears the set time frame for a scheduled report |
| - | Video chat (WebRTC) performance issues: echo, mobile browsers, available on different connected networks (multiple topologies, NAT) with configured STUN and TURN servers, behavior changes in browsers |
| 14719 | Custom Activity History fields are not exported |
| 14801 | Full text search of Contacts returns invalid/irrelevant results |
| - | HTML URL in chat transcripts |
| - | Wallboard,seat map.. localization |
| - | Bulk contact deletion (from 5.3) |
| - | Daily AP reports |
| - | Time zones in WFM reports |
| - | Numerical codes for not ready reason codes |
| - | 12 sec delay in RTA feed |
| - | Loxysoft WFM integration |
| - | Pipkins integration productization |
Upgrade Notes
Live Upgrade
Upgrade without downtime is supported from version 5.0.0.360xx or later only. To ensure uninterrupted operations during the upgrade, follow the upgrade procedure described in the Bright Pattern Contact Center Deployment Guide, section Upgrades.
Database Changes
Configuration database schemas have changed since 5.2.0.38508. Be sure to perform a test upgrade on a copy of production environment configuration before upgrading your production environment. For detailed instructions, see the Bright Pattern Contact Center Deployment Guide, section Performing Database Test Runs.
The historical database schema did not change since 5.2.0.38508
Offline Upgrades
Direct (one-step offline) upgrades to version 5.2.1.38755 are supported from version 5.0.0.358xx and any subsequent officially released product versions.
If you are upgrading from any version prior to version 5.0.0.358xx be sure to read the What’s New documents and Release Notes for all versions that will have been skipped, as they may contain other important instructions and considerations.