OneCloud Integration Overview
The OneCloud Unified Communications as a Service (UCaaS) integration lets contact center users access OneCloud communication channels information for internal calls and chats with OneCloud users (i.e., experts) while working in Bright Pattern Contact Center’s Agent Desktop application. This integration facilitates collaboration between contact center agents and subject matter experts residing within the OneCloud UCaaS platform.
This integration allows the following types of users to interact via OneCloud and Bright Pattern Contact Center:
- Agents: Contact center agents logged in to Bright Pattern Agent Desktop.
- Experts: OneCloud users logged in to the OneCloud platform.
- Administrators: Users who configure the integration.
Using this integration requires an active account with OneCloud UCaaS.
Resources
You may find the following pages useful when configuring the OneCloud integration with Bright Pattern Contact Center:
- Administrator tutorial explaining how to configure the OneCloud integration
- Agent tutorial explaining how to authenticate with OneCloud via the Agent Desktop
- OneCloud integration account description
Features and Limitations
The OneCloud integration provides Bright Pattern Contact Center users with access to some, but not all, features and functions of the OneCloud application from within the Bright Pattern Agent Desktop application.
The following lists the features and functionalities that are currently supported or not supported for agents using Agent Desktop.
What Is Supported
- OneCloud User Directory Integration
- Agent Desktop displays a directory of OneCloud users and their presence, allowing agents to easily find and contact experts.
- OneCloud Contact Directory Integration
- After authenticating with OneCloud, agents can also see their personal OneCloud contacts within Agent Desktop.
- Presence Synchronization
- Agent Desktop displays real-time OneCloud user presence (Available, Busy, Offline).
- Internal Calls
- Agents can initiate calls to OneCloud users from the directory or dial pad.
- Internal Chat
- Authenticated agents can engage in text-based chats with OneCloud users. Chat history is persistent across agent login sessions.
- External Calls to OneCloud Contacts
- Authenticated agents can call external numbers linked to their OneCloud contacts. These calls use Bright Pattern's existing PSTN trunks.
- Agent Desktop Busy State Synchronization from OneCloud
- When an authenticated BPCC agent is busy in OneCloud, their Agent Desktop status becomes "Not Ready" with the reason "Busy in External System," preventing new interactions from routing to them. Note that Bright Pattern agent status changes are not reflected in OneCloud.
- Favorites and Recent Lists
- Agents can add OneCloud users and contacts to their list of favorite contacts, as well as see these contacts reflected in their recent call and chat history.
What Is Not Supported
- Group Chats: Group chats with multiple OneCloud users are not supported. Agents can only chat with one OneCloud user at a time.
- External Chat Invitations: Inviting OneCloud users to external chat sessions (e.g., with web chat customers) is not supported.
- Rich Content in Chats: OneCloud chats are text-only. Any rich content sent from Agent Desktop will be converted to plain text.
- Busy State Synchronization to OneCloud: Bright Pattern agent status changes are not reflected in OneCloud.
- Contact Name Synchronization: OneCloud contacts are personal to each OneCloud user. Different OneCloud users may have different names for the same contact. This means contact names from OneCloud are not synchronized with Bright Pattern CRM contacts. Calls to OneCloud contacts will display the phone number, not the contact name.
- File Transfers: File attachments in chats are not supported.
- User Avatars: OneCloud does not provide user avatars. A default icon is used in Agent Desktop.
- Inviting OneCloud users to conference calls initiated in BPCC: OneCloud users cannot be added to existing conferences.
< Previous | Next >