Contact Pro
Enable comprehensive omnichannel customer service experiences
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Setting an agent automatically as Not Ready

Symptoms An agent isn't automatically set as Not Ready although they haven't accepted allocated conversations from a queue. Prerequisites You must have rights to modify the specific queue and the user settings template. Solution You need to define th...

open-external-link-icon.png open-external-link-icon.png open-external-link-icon.png
Niina_P by Community Manager
  • 2 replies
  • 0 kudos

Hiding External Agent settings from Communication Panel

Symptoms External Agent settings are visible in Communication Panel although the agents don’t use the External Agent service. Solution External Agent settings must be hidden in System Configurator on user, user group, and user role levels. To hide th...

Niina_P by Community Manager
  • 0 replies
  • 0 kudos

Resolved! Check and Listen to Voicemail via Communication Panel?

Hi together, I got a lot of questions about how to check and listen to voicemail using the Communication Panel. In CDT you have an notification icon about new VoiceMails at personal or queue level where the agent has access rights. I didn't find anyt...

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...

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
  • 3 replies
  • 0 kudos

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 ...

Resolved! Supervisor Functions

Hi Guys, about SCC roadmap - do you already know when Supervisor Functions like silent listening, coaching or barge-in/intercept will be available in Communication Panel? Migration from CDT to CP is limited without this. BR, Piotr

Resolved! Default reply template in email

Hi Guys, has anyone idea how to define default reply template in outgoing email messages? We have a real case when agents use simple template with email signeture only but for every outgoing email they must assign the template manually. How to assig ...