5.19:Contact-center-administrator-guide/CallCenterConfiguration/AboutIntegrationAccounts

• 5.19 • 5.3 • 5.8

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.

Call Center Configuration > Integration Accounts

Types of Integration Accounts

Bright Pattern Contact Center solution supports out-of-the-box integration with the following types of solutions:

• AWS
• Bot / Chat suggestions engine
• External Knowledge Base
• Loxysoft WFM
• Messenger
• NICE
• Natural Language Understanding
• Next Caller
• RightNow
• 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

1. In Contact Center Administrator, go to Call Center Configuration > Integration Accounts.
   
   
2. At the bottom of the screen, click the add (+) button. The Types dialog will open.
   
   
3. Select the type of integration account to add (see links to various types above).

How to Edit an Existing Integration Account

1. In Contact Center Administrator, go to Call Center Configuration > Integration Accounts.
   
   
2. From the listed accounts shown, select the integration account you want to edit.
   
   
3. In the Properties pane that opens, edit properties as desired.
   
   
4. Click Apply to save your changes.

How to Delete an Integration Account

1. In Contact Center Administrator, go to Call Center Configuration > Integration Accounts.
   
   
2. From the listed accounts shown, select the integration account you want to remove.
   
   
3. At the bottom of the screen, click the delete (X) button.
   
   
4. 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 Scheduled Reports screen of the Contact Center Administrator application.

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