This affects embedded Communication Panel (CP) use with the pop-out window. This doesn’t affect: normal CP use in a standalone browser window or tab embedded CP that doesn’t use the pop-out window Symptoms When a host application embeds CP, the embed...
Symptoms Launching CDT or Online Monitoring with HTTPS causes crash on Windows Server 2022. Reason Sinch Contact Pro webclient module does not support HTTP/2 which is enabled by default in IIS 10 (Windows Server 2022). Solution Disable HTTP/2 for HTT...
Whether you are an existing on-premise Contact Pro customer looking to migrate to the Contact Pro cloud or a new customer seeking a contact center cloud solution, then you've arrived to the right place Sinch Contact Pro cloud offers: Cloud - Contact ...
We have decided to cease supporting the legacy agent user interface CDT from our Sinch Contact Pro on-premise offering. The last on-premise version with CDT support will be FP20, and from FP21 onwards we cannot guarantee that CDT will further functio...
SymptomsReporting couldn’t collect data for a specific date/time from the Monitoring database. Solution1. Check if the History database has data for the date/time in question. a) Connect to the database using Microsoft SQL Management Studio.b) Go to ...
SymptomsThere is data for a particular date/time in the XXX_Monitoring_History database but the same data is not available in the XXX_DSArea database. To recollect it, you need to copy the data from the History database to the DSArea database. You do...
Communication Panel, Data Protection Officer (DPO) tool, and Visitor Chat Configurator are built on the SAP UI5 framework. The following information is aimed for on-premise customers using these UIs. As of Sinch Contact Pro versions 7.0.17.25, 7.0.18...
Applies to Sinch Contact Pro version FP19 SymptomsYou are not able to get Sinch Chat working even though the configuration is done according to documentation. SolutionChange the address from @sinchchat.sinchconversation.com to @nativechannel.sinchcon...
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 for Communication Panel the connect...
The following table lists released hotfixes for Sinch Contact Pro on-premise version FP19. To download the hotfixes, go to https://downloads.cc.sinch.com/ui/index.html. Hotfix number Affected components Description 7.0.19.1 CEM Server Allocation issu...
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....
We are happy to announce that the Sinch release of Feature Pack 19 is now available. The Sinch FP19 on premise release is available to Sinch contracted customers and partners from our download site https://downloads.cc.sinch.com/. If you are unable t...