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...
Symptoms A conversation is offered to an agent for a too long or short time in Communication Panel. Prerequisites You must have rights to modify the specific queue or channel. Solution You need to change the time on either the channel or queue level....
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...
Dear all, I've updated some DEV systems to FP18 and I noticed that I can still see the version of FP17 that the system had before. 7.0.17.0 -> Upgrade to FP18 -> Version in CP: 7.0.17.0 7.0.17.5 -> Upgrade to FP18 -> Version in CP: 7.0.17.5 Any one e...
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...
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...
Hi Guys, can I find somewhere a list of compatible USB headsets (or preferred producers) for Sinch Contact Pro Communication Panel? BR, Piotr
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 ...
Hi, We have a use case where everytime agents login to Communication Panel, they should NOT automatically be Joined (Join Checkbox unticked) to a specific queue. The current system behaviour is that system remembers the state of agent's queues in Com...
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 ...
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
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 ...