SymptomsCommunication Panel remains active even when there's no active call. Agent can also hear background noise when there's no call. SolutionThe functionality works as designed. By keeping the audio channel open the connection between client and b...
Applies to Sinch Contact Pro from version FP18 onwards SymptomsThere is an issue with Sinch Contact Pro and Conversation API or Sinch SMS integration, such as: Mobile originated (MO, from mobile to Sinch Contact Pro) messages are not received. Mobile...
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...
This procedure is for on-premise system integrators to customize environments. The UI setting for this function is Forwarding Destination for Scheduled Queue Close in System Configurator > Queue Management > Contact Management. SymptomsQueuing conver...
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....
Applies to Sinch Contact Pro from version FP19 onwards As SSRS is no longer part of Microsoft SQL Server media, download it from the internet. Add SQL Analysis Services installation with multidimensional option (not tabular one) for installation.Chec...
SymptomsRunning Communication Panel in SAP Service Cloud (C4C) fails: Users are unable to log in to the embedded Communication Panel. SolutionYou need to allow third-party cookies in the browser. Edge:Open Settings > Cookies and site permissions > Ma...
SymptomsInstallation of standard reports fails due to lack of access to WicomTranslator.dll. This is indicated in reporting services installation log. SolutionTo succeed with the installation, grant full control for the WicomTranslator.dll file for t...
SymptomsNotification popup isn't shown when there's an incoming conversation on your Windows workstation. SolutionGo to your browser's notification settings:-Chrome: Settings > Privacy and security > Site settings > Permissions > Notifications-Edge: ...
SymptomsThere's a new feature, memory saver, in Chrome browser version 108. This is enabled by default and can affect Communication Panel use. SolutionWe recommend disabling this feature with Communication Panel.Go to Chrome settings > Performance an...
SymptomsAfter accepting a call, the call isn't connected. SolutionMicrosoft Edge and Google Chrome have introduced settings to improve performance:Sleeping tabs in Edge (https://blogs.windows.com/msedgedev/2022/04/07/sleeping-tabs-edge-100-improvemen...
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...
PrerequisitesTo manage callback requests, you need the Statistics Details rights to the queue in which the callback request was created. We recommend that you manage rights via a group. SymptomsThere is a pending callback request you want to remove. ...
If you are updating Sinch Contact Pro on-premise version from FP15 to FP16 (or newer), please contact Sinch Contact Pro customer support to get a conversion tool needed in the upgrade.
SymptomsThe installation of the Operative Database Server fails. Reproducing If you have version FP18 and your SQL Server is 2014 or older, the installation of the Operative Database Server fails. SolutionTo successfully install the Operative Databas...