Contact Pro
Enable comprehensive omnichannel customer service experiences
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Forum Posts

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
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Resolved! Sinch CC On-Premise

Greetings, I see that most of the discussions here are related to the cloud version. So my question is, am I in the right community forum to ask questions and discuss matters regarding the On-Premise version  ? I see the new features that are coming...

aldets by Frequent Contributor
  • 20 replies
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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 ...

Resolved! Predictive Dialer setting parameters

Hi Guys, in the System Configurator there are two paremeters directly related to Predictive Dialer - Abandon Rate and Abandon Timeout. Do these parameters relate also to build-in Sinch predictive queue dialer or rather to external Sytel dialer only? ...

Build-in predictive queue dialer & AMD

Hi, when we use OB campaigns in predictive mode (build-in predictive queue dialer) is it possible somehow to implement Answering Machine Detection mechanism? I'm talking about SCC onprem with Audiocodes SBC. BR, Piotr

Resolved! SMS Messaging

Guys, to implement SMS channel in Sinch CC can we use any SMS gateway or are we rather limited to specific SMS services only, like SMS365 or Twilio? BR, Piotr

Resolved! Sinch CC new versions & roadmap information

Hi Sinch CC team, In the new reality I have a question where can I find information about new Sinch cloud CC releases and roadmaps? Will this information be also available in SAP Support Portal for on-prem version, like it was before?

How does Sinch Contact Center manage faxes?

Sinch recommends handling faxes in Sinch Contact Pro as e-mail attachments. We suggest using a third-party fax service capable of receiving faxes and creating e-mails with faxes attached. These e-mails are then routed to agents via queues in Contact ...