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New documentation site available

Sinch Contact Pro (previously Sinch Contact Center) has a documentation site available for cloud customers: https://docs.cc.sinch.com/cloud/index.html Documentation for on-premise customers can be found at: https://docs.cc.sinch.com/onpremise/latest/...

Niina_P by • Employees
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Hunt Group mode for call queues in CP

Hi, it seems hunt group mode in Communication Panel does not work as it should for call queues (in CDT it is ok). As I correctly understood documentation it should be possible to select (on a picklist) an any call waiting in a queue and answer it. Am...

Online Monitoring for non-IE Browsers

Hi, In Sinch Documentation about the Online Monitoring app, it specifically mentions to use Internet Explorer. Is support for Chrome and other browsers in the roadmap? Most companies are avoiding to use IE due to security concerns.

parkerr by • Contributor
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Change default voicemail greetings

Hi, Is there a way to change the system default voicemail greetings for the whole system in Sinch Contact Pro cloud? In the documentation, the way presented is to record a new greeting by dialing the voicemail box number to record a new greeting. Nor...

parkerr by • Contributor
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  • 3 replies
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Create callback request via IVR with specific call time

Hi, We want to make use of the Callback functionality, but not able to find configuraiton option within IVR that will satisfy the requirement. The requirement is to create a callback request with a call time value of the next queue open time (conside...

parkerr by • Contributor
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  • 3 replies
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Add fields in Conversation screen

Hi, Is there a way to add additional information in Conversation screen via configuration or by passing data in IVR in Sinch CC Cloud Communication Panel? This is the screen where the agents accept or reject the call, or when the call is ongoing. We ...

parkerr by • Contributor
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Resolved! Voicemail as attachment to email notification

Hi, We have a requirement to attach the voicemail recording to the email notification since managing queue voicemails from voicemail inbox is not easy. Can this be achieved via system configurator? Additionally, a voicemail queue that displays voicem...

parkerr by • Contributor
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Resolved! Webchat navigation buttons custom language

Hi community members, With Sinch CC cloud option is it possible to add custom language to visitor webchat navigation buttons? For example make "Name" and "Email address" fields and also "Start Chat", "End Chat", "Save transcript" buttons appear in La...

How to access CEM logs for cloud contact center

Hi, We refered to the "IVR_Development_guide.pdf" where it details how to access CEM logs. However, the documentation only refers to on-prem where we need to access the files from file directories. How can we access CEM logs for cloud contact center?...

parkerr by • Contributor
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Resolved! Where to download sample Opt-in and Survey IVR?

Hi, In System_Configurator documentation, there was a mention of "Examples and Template" folder where we can download sample Opt-in and Survey IVR xml files. Sinch we are using the cloud version of Contact Center, how can we get these sample IVR file...

parkerr by • Contributor
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Unable to accept the call in Communication Panel

Hi , We have configured Sinch Contact Center and Email and Chat channels are working good, however we are facing issues with Voice / Phone channle i.e. when the agent login into the CP, he is getting 'succesfull login and 'Phone Ready messages', but ...