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 Symptoms There 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. Mobil...
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...
Communication Panel is not loading and in the console you see an error about SAP UI5 package and version ending .44. SAP has removed the version from internet and as it's not available, Communication Panel is not able to load. Workaround:1. Stop ECF ...
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...
The following is relevant to all users of Contact Pro’s System Configurator. We will discontinue support for Java 8 and move to Java 11 and 17 with the Contact Pro 23Q2 release. We encourage all customers to move to Java release 11 or 17 as Java 8 is...
