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Version 5.6.0

Bright Pattern Contact Center version 5.6.0 is a release that includes new features.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


5.6.0 Changes in System Behavior

There are no changes in system behavior for version 5.6.0.


5.6.0 Added/Updated Features

The following features have been added or updated for version 5.6.0.

Microsoft Teams Integration

Bright Pattern Contact Center’s Microsoft Teams integration enables contact center agents to access Teams communication channel information for internal calls and chats with logged-in Teams users (i.e., experts), while handling customer interactions in the Agent Desktop application. The integration supports directory access to Teams users and channels, internal chat and call capabilities with Teams experts, and user-presence visibility in the directory.

Integration configuration involves the following key steps: enabling the integration in the Service Provider application, creating an application in the Microsoft Azure Active Directory with Microsoft Graph delegated permissions and application permissions, creating a Microsoft Teams integration account in the Contact Center Administrator application, and enabling the agent’s Microsoft Teams account to be used on the agent level.

Teams administrators and contact center administrators may learn more about Microsoft Teams integration configuration from the Contact Center Administrator Guide. Agents may learn about using Microsoft Teams by reading the Microsoft Teams Tutorials in the Agent Guide.

Support for Microsoft Teams in the Agent Desktop Widget

The Agent Desktop widget now supports Microsoft Teams-related items in the widget directory. Items include Teams icons, Teams user personnel, or Teams folders. Agents will have access to the Agent Desktop widget if your contact center integrates with CRM software (e.g., Salesforce, Zendesk, etc.) or has a website that uses the embedded Agent Desktop widget. Note that this functionality will not work with Salesforce Classic. For more information, see the Agent Guide, section Accessing Microsoft Teams in the Agent Desktop Widget.

New List Filter Option Allows Delay on First Record Attempt

The new campaign list filter option First attempt delay allows you to configure a delay (in minutes) before the first attempt on a record. This option is available if the Filter records by option Disposition from campaign is selected. This setting may be useful if records are added to the list as the result of a previous campaign operation, as the delay is measured from the time of the record’s last disposition.

If you are upgrading to this release, note that the default value for the setting is 0. For more information, see the Contact Center Administrator Guide, section Services & Campaigns > Lists Tab.

“Play-Listen” Configurable Pause for Watson STT Transcriber

If your contact center uses IBM Watson Speech-to-Text (STT) as the transcriber in the Scenario Builder application’s Play-Listen block, this version of Bright Pattern Contact Center includes the setting End of phrase silence time. The setting allows you to configure additional time (in seconds) that the system waits at the end of a detected spoken sound before exiting the block. Configuring this setting can be useful for contact centers that require customers to read out long strings of digits and/or letters. For more information, see the Scenario Builder Reference Guide.


Limited Release 5.5.6 Functionality Included in 5.6.0

The following features from the limited release Bright Pattern Contact Center version 5.5.6 are included in version 5.6.0.

5.5.6 Changes in System Behavior

There are no changes in system behavior for version 5.5.6.


5.5.6 Added/Updated Features

The following features have been added or updated for this release.

Bright Pattern Mobile SDK

The Bright Pattern Mobile SDK provides companies that write their own mobile applications with the tools required for connecting customers who use mobile devices to Bright Pattern Contact Center. The SDK is available for both the Android and iOS operating systems. The Mobile SDK includes pre-built client libraries and sample application code. Additionally, the SDK simplifies the use of the Bright Pattern Mobile/Web Messaging API v2.

For SDK information, examples of customer app use, as well as an example scenario, see the Mobile SDK Instruction Manual.

BPCC Mobile/Web Messaging API v2

This version of Bright Pattern Contact Center (BPCC) software introduces the Mobile/Web Messaging API v2. This API allows developers to integrate chat and voice interactions with mobile devices or third-party applications, and can be used for the development of rich contact applications, such as customer-facing mobile and web applications for advanced chat, voice, and video communications with Bright Pattern Contact Center-based contact centers.

The Mobile/Web Messaging API v2 contains the same methods and events as the Mobile/Web Messaging API v1 but adds the following:

  • Support for the Apple Push Notification service (iOS) and Firebase Cloud Messaging push notifications (Android and iOS) with the Mobile Notification Subscription method
  • The Get Case History method, which returns the combined transcripts of all chat sessions linked to a specific CRM Case object
  • The Close Case method, which allows a client application request to close the case associated with the chat session
  • The Get Version method, which returns the version of Bright Pattern Contact Center used on the server.
  • The new client events chat_session_message_delivered, chat_session_message_read, and the new server event chat_session_case_set


Note that the Mobile/Web Messaging API v2 has the following endpoint prefix:
https://<tenant_url>/clientweb/api/v2/

The Mobile/Web Messaging API v1 will continue to be supported but will not support the new features. For more information, see the BPCC Mobile/Web Messaging API v2 documentation on Postman.

New “Mobile” Tab for Messaging/Chat Scenario Entries

If your contact center utilizes a mobile/chat application that was developed from a Bright Pattern Contact Center SDK (iOS or Android), the Mobile tab is added to Messaging/Chat scenario entries. Apple Push Notification service (APNs) certificates and Firebase Cloud Messaging (FCM) server keys must be added here in order to allow notifications to be passed from Bright Pattern Contact Center environments to customers. Additionally, this section allows you to configure the timeout setting for locked or inactive mobile user screens. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Delivered and Read Receipts for Messaging/Chat Scenario Entries

The option Send read-by-agent notifications is added to Messaging/Chat scenario entry properties. This setting allows the Agent Desktop application to send chat message delivery receipts and/or chat message read receipts to customers. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Chat History Accessibility via API Scenario Variable

Starting from this version of Bright Pattern Contact Center (BPCC) software, the following scenario variable is added: $(item.allowChatHistoryForCase)

This variable, along with the new Set Case scenario block setting, allows case history to be accessed via the BPCC Mobile/Web Messaging API v2. Specifically, it is possible to retrieve the chat case history via the Get Case History method, or close the case via the Close Case method. You can use the Set Variable block to set the variable $(item.allowChatHistoryForCase) to the value of the case ID.

Case History Access via the “Set Case” Scenario Block Setting

For chat scenarios, when the new Allow case history access via chat API setting is enabled, the block defines which case to provide the history from, or close, via the BPCC Mobile/Web Messaging API v2. For more information, see the Scenario Builder Reference Guide, section Set Case.

Web Chat Domain Hopping

For websites that span multiple domains without a common root (e.g., acme.com.au and acme.co.nz) and while requiring a seamless transition of an active chat session while navigating between pages located on these domains, a new option is introduced in chat snippet:

<script type="text/javascript">
    SERVICE_PATTERN_CHAT_CONFIG = {
 ...
        sharedDomains: ['acme.com.au', 'acme.co.nz']
 ...
    };
</script>

Setting that option to the list of domains that must be supported within a chat session makes a web chat window with an active chat session to stay open, with complete chat history, when navigating to a page that belongs to a different domain as long as that domain is in the list.

Setting this option also makes the option to save chat history in the customer web browser to work across the listed domains. Note that making a change to the list of shared domains erases all saved chat history for the domains in the previous list.


5.5.6 Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.


5.6.0 Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.


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