• 3.15

New Features

Feature	Description
Auto-Complete Functionality for Email Addresses and Phone Numbers	In Agent Desktop, agents need only manually type an email recipient’s email address or a caller’s phone number once. After the first time, agents can begin typing in the email address or phone number, and the application will auto-complete the rest of the entry.
Customizable Default Email Font	In Agent Desktop, agents can set their own default email font face, size, and color.
Improved Email Attachment Display	Email attachments are displayed prominently at the top of email messages (instead of the bottom) while being viewed or drafted. What’s more, emails that include attachments are shown in the email queues with an attachment icon next to them. This at-a-glance display helps agents know which individual email messages include attachments.
Improved Email Queue Management	In Agent Desktop, agents can drag and drop emails from My Queue to Team Queue, and vice versa. In addition, a new My Follow-ups queue holds all emails marked for follow-up.
Co-browsing Between Agents and Customers	Co-browsing allows the agent to see the customer’s screen and follow along with the customer's scrolling movements.
Improved Chat Widget Functionality and Stability for iOS	The Bright Pattern chat widget has been improved for ease of use and stability when used on iOS devices. Improvements include faster, more stable live chat functionality, larger text size for chat field help, and larger text size for chat conversations.
Improved Mobile Chat Survey Buttons	Mobile chat survey buttons are scalable, clickable, and fully functional for all mobile devices.
Loss of Phone Registration Does Not Log Out Agents	Agents remain logged in to Agent Desktop, even when the phone is not registered.
Zendesk Integration UI Update	In alignment with Zendesk's updated user interface, Bright Pattern's integrated Zendesk Agent Desktop user interface features new tab background colors, icons, and more.
Agent Desktop “Favorites” Tab Can Be Disabled Via Privilege	An agent-level privilege controls whether users (i.e., agents, supervisors, etc.) can see and set favorites from Agent Desktop. This privilege is an agent behavior control to prevent users from dialing destinations that they should not dial, based on FCC/TCPA and organizational rules.
API for Third-Party Applications to Pause and Resume All Recording	Bright Pattern Contact Center now pauses and resumes call and screen recording in response to requests from third-party web applications loaded into Agent Desktop. The application may post a message to Agent Desktop to request recordings to be paused or restarted.
Email Configuration Improvement	Email scenario entries configuration has been updated to require the following three fields: Email Address, User Name (Incoming), and User Name (Outgoing). All three fields are required to be the same. The initial field, Email Address, is entered manually, while the other two fields are non-editable and populated from the first entry (Email Address). This ensures consistency, eliminating the potential for users to change these parameters and render the emails nonfunctional (i.e., produce unintended SMTP errors).
Email Routing in Salesforce.com Integration	Bright Pattern Contact Center version 3.15 introduces a way to keep track of email routing in Salesforce.com (SFDC). Agent Desktop is used for handling emails, and SFDC is used for handling screen pop.
Filter Outbound Calling List by Date	A new capability has been added to the Dialer, which allows users to filter lists for outbound voice services and campaigns by date.
Microsoft Exchange Web Service Support	Email scenario entries can be configured for Microsoft Exchange email retrieval and email sending. The new server protocol works with Exchange 2013, Outlook.com, and Hotmail.com managed services.
Stop Recording on External Call Transfer	For voice services, a system-wide configuration automatically stops recording calls upon transferring calls to an external number. This can be used for compliance purposes.
Upload System-Wide Chat Desktop Notification Icon Image	In Contact Center Administrator, any chat session icon (e.g., logo, image, profile photo) may be uploaded on a system-wide level, to appear in all chat session windows for website visitors using chat.
Web-Initiated SMS Conversation	A new Mobile API method enables customers to initiate an SMS conversation from a website.
Improved Zendesk Integration Account Test Button	Improvements to the “test connection” button for Zendesk integration accounts provide increased testing accuracy.
Zendesk Activity History and Interaction Records Include Call Duration	After a call is complete, Zendesk activity history and interaction records associated with the call include call duration in hours/minutes/seconds
Zendesk Create Object and Zendesk Update Object Scenario Blocks Have Resizable Text Fields	In the Scenario Builder application, Zendesk Create Object and Zendesk Update Object blocks feature resizable JSON entry fields for easier viewing of parameters, no matter how long.
Additional HTTP Request Headers Support in FetchURL Block	The Fetch URL scenario block now allows for extra HTTP headers to be added to the Fetch URL request.
Enabling Softphone in Firefox Versions 53+ in Response to NPAPI Being Phased Out in Firefox	In response to Firefox disabling NPAPI support in version 52 (as of March 2017) and completely removing NPAPI support in version 53 and later, Bright Pattern is switching to using extensions in Firefox. The Bright Pattern extension is packaged in the BPClient.exe installer, so users need only download and run the installer to get Agent Desktop to run properly in Firefox version 52 and later.
Redshift DB Driver	A new driver introduces the capability to add a database connection to Amazon Redshift. Contact Bright Pattern for more details.