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<translate>= Integration Accounts Overview =
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<translate>= Integration Accounts Overview = <!--T:1-->
 
Integration accounts enable your contact center to work with third-party systems, such as customer relationship management (CRM) and workforce management (WFM) applications. The following is a list of articles containing integration account types:
 
Integration accounts enable your contact center to work with third-party systems, such as customer relationship management (CRM) and workforce management (WFM) applications. The following is a list of articles containing integration account types:
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/AmazonAWS | AWS]]
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*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/AmazonAWS | Amazon AWS]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/BotChatSuggestionsEngine | Bot / Chat suggestions engine]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/BotChatSuggestionsEngine | Bot / Chat suggestions engine]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Co-browsing | Co-browsing]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Co-browsing | Co-browsing]]
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*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Messenger | Messenger]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/Messenger | Messenger]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/MicrosoftDynamics365 | Microsoft Dynamics 365]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/MicrosoftDynamics365 | Microsoft Dynamics 365]]
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*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/MicrosoftTeams | Microsoft Teams]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NaturalLanguageUnderstanding | Natural Language Understanding]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NaturalLanguageUnderstanding | Natural Language Understanding]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NextCaller | Next Caller]]
 
*[[contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/NextCaller | Next Caller]]
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<!--T:2-->
 
[[File:CCA-Integration-Accounts-Overview-53.PNG|800px|thumb|center|Call Center Configuration > Integration Accounts]]
 
[[File:CCA-Integration-Accounts-Overview-53.PNG|800px|thumb|center|Call Center Configuration > Integration Accounts]]
  
  
== Managing Integration Accounts ==
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== Managing Integration Accounts == <!--T:3-->
 
=== How to Add a New Integration Account ===
 
=== How to Add a New Integration Account ===
 
# In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br />
 
# In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br />
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# Select the type of integration account to add (see links to various types above).
 
# Select the type of integration account to add (see links to various types above).
  
=== How to Edit an Existing Integration Account ===
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=== How to Edit an Existing Integration Account === <!--T:4-->
 
# In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br />
 
# 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 />
 
# From the listed accounts shown, select the integration account you want to edit.<br /><br />
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# Click '''Apply''' to save your changes.
 
# Click '''Apply''' to save your changes.
  
=== How to Delete an Integration Account ===
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=== How to Delete an Integration Account === <!--T:5-->
 
# In Contact Center Administrator, go to ''Call Center Configuration > Integration Accounts''.<br /><br />
 
# 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 />
 
# From the listed accounts shown, select the integration account you want to remove.<br /><br />
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# Confirm the deletion and click '''Apply''' to save your changes.
 
# Confirm the deletion and click '''Apply''' to save your changes.
  
== Notes ==
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== Notes == <!--T:6-->
 
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.
 
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.
  
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<!--T:7-->
 
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.  
 
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.  
  

Revision as of 17:25, 25 February 2021

Other languages:
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• 5.3 • 5.8

Integration Accounts Overview

Integration accounts enable your contact center to work with third-party systems, such as customer relationship management (CRM) and workforce management (WFM) applications. The following is a list of articles containing integration account types:


Call Center Configuration > Integration Accounts


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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