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Purpose

The Embedded Agent Desktop SDK Specification describes the Bright Pattern Agent Desktop SDK, which incorporates the Bright Pattern Out-page JS API. The SDK supports requests for information about agent states and interactions, as well as control over agent and supervisor login, status, call flow, call recordings, transfers, and outbound dialing. The SDK is available in the latest release of Bright Pattern Contact Center.

The Out-page JS API is a browser-based JavaScript API that allows a webpage to communicate with the Bright Pattern Agent Desktop application embedded on that page in iframe.

With this API, you can:

• Request information about agent states and interactions
• Request agent routing state change
• Dial numbers
• Transfer calls
• Complete interactions
• Terminate interactions
• Control call recordings
• Request information about agent login, status, and call flow

Supported Methods and Events

Methods

Agent State

• getState
• setStatus

Dialing and Transfers

• dialNumber
• selectService
• singleStepTransfer
• singleStepConference

Completing and Terminating an Interaction

• setDisposition
• terminateInteraction
• completeInteraction
• completeInteractionWithDisp

Call Recordings Control

• muteCallRecordings()
• unmuteCallRecordings()
• getCallRecordingStatus(callback)
• startCallRecording(callback)
• stopCallRecording(callback)
• muteCallRecording(callback)
• unmuteCallRecording(callback)

Events

Agent Login

• onAgentLogin(callback)

Agent Status

• onStatusChange(callback)

Call Flow

• addInteractionRenderedHandler(callback)
• addInteractionCompletedHandler(callback)

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