User Guide Bridg

Download and connect

 

Bridg is offered via the Apple and Android app stores. The connection to your UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. is done via a QR Code that is distributed by the System Administrator. This code in generated during the configuration and is specific for a UCC (or a group of UCCs).

Get it on Google Play
Get it on the App Store

Requirements:

  • Android: Version 6 till 10

  • Ios: Version 10.3 till 12

 

Open Bridg to connect for the first time and:

  1. In the welcome screen tap on "Connect"

  2. Allow Bridg to use the camera.

  3. Point the camera at the Bridg QR Code, the code is scanned.

  4. When you accept the app is connected to your UCC.

    1. When your iPhone runs IOS 10 or higher you will have a additional configuration step to make the Bridg notifications persistent, follow the instructions in the pop-up screen.

  5. Enter your international phone number e.g.+31612345678, for information about international phone numbers (E.164) read "Formatting International Phone Numbers".

  6. Tap "Register Phone number".

  7. You will receive a SMS with your registration code, enter the code and tap "Verify".

  8. Test your connection via "Send me a test notification".

  9. If all is well you'll get your first test Bridg notification, else contact your System Administrator.

 

Switching Bridg services

The Bridg app connects to a single Bridg service, which can contain multiple UCC’s. When you are registered as an Agent for multiple UCC’s, those UCC’s should all be registered in the same Bridg service. In rare situations, such as when the Bridg service URL is changed or when you need to switch between separate environments (e.g. test / production environments), you can use the "Switch connection" button in the settings screen. You will need the QR Code of each Bridge service that you want to connect to. Follow the instructions above as if you are connecting for the first time.

 

Accepting a Bridg call

When a call comes in through the UCC and you are registered as a Bridg user for that UCC two scenarios can occur:

  1. You have yourself forwarded your calls in your Skype Client to your cellphone, in this case the notification can only be send after you have accepted the call. The notification appears in the top of your screen and you accept by tapping it. For more information on how to forward Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. / Microsoft Teams calls to your cellphone read: "Set Call Forwarding options in Skype for Business".

  2. Your calls are forwarded via ForwardSkill in the UCC configuration, in this case the notification arrives often just before the call as these messages are generally quicker than a call setup. Accept the call first before you tap on the notification to accept. If you do it the other way around the cellphone’s dial pad will open on top of the information. For more information about forward skills read: Skills.

  3. Add the phone number as an PSTN agent. Read Agents for more information about agents and how to add them.

 

The Dashboard Window

 

 

The Caller Window

In the caller window you'll find the basic information about the caller and acts at the same time as a transfer screen.

Basic caller information

  • Name
  • Company
  • Phone number
  • Email address
  • Show more, links to an external information source. Depending on the CRM integration this can be adapted.
  • Previous contact(s). When a caller is forwarded to the UCC by a colleague, you'll see their name in this list. In this example the caller was previously connected to two others within your organization.

Transfer options

  • The blue transfer button at the top opens transfer to skills, a new screen with the UCC skills you can transfer the call to. Tap the skill you want and confirm.
  • The white transfer button next to the previous contact's name, tap to transfer the call back to this colleague and confirm.

 

The Cases Window

In the cases window you can read the CRM case history, to open a case just tap on the case.

In the cases window you can read the CRM case history, to open a case just tap on the case.

 

Timeline Window

In the timeline window you can see more information about the contacts previous dialogues.

 

SkillTransfer

Note To select a Skill you need to create a Modality Endpoint with the Skill, Learn More

With SkillTransfer you can directly transfer your contact to the right department during a dialogue.

 

After the call

When call classifications are configured for your UCC you will be able to classify each call just like you were in the office. After each call the user receives a classification notification, tap the notification to classify the call.

There are two scenarios possible depending on the complexity of the classification structure. In both cases Bridg will only show valid classifications.

Select classification from a list:

A simple classification list, just tap the correct one.

Select classification via a menu:

A classification menu, tap on the top level class, after which you get the second level options etc. When the lowest level classification is entered submit the classification.