Sinch Community

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 Pro is offered as a hosted cloud contact center CPaaS solution - We take care of the software and maintenance Software - As Sinch develops and hosts Contact Pro your cloud tenant is always up-to-date New features faster - Cloud tenants are updated per our quarterly releases As standard - Fully cloud-based omnichannel agent UIs of Communication Panel and Dashboard Integrate - We integrate with SAP, Salesforce, ServiceNow and offer our own APIs for WFM, CRM  Easy transitioning - Move from on premise to cloud with the same provider, keeping users and other configuration in place   Learn from experience Arytza is an international food company who was an on-premise customer of ours. They decided to move to the cloud and found the move positively impacted their customer service and sales. Find their success story here: Journey to the cloud   We have a YouTube channel with many videos showing the latest Communication Panel in action.   We are happy to discuss further with you!   Please reach out to our Contact Pro Specialist Sales Team: Mika Pitkänen mika.pitkanen@sinch.com   Ville Olanterä ville.olantera@sinch.com ... View more

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 function. The reasons behind this decision are (1) We have not developed CDT for some time as our focus is on Communication Panel. And (2) CDT is based on Internet Explorer technology, which doesn’t meet today’s security requirements.   We highly recommend that you start adopting the modern and more capable agent user interface, Communication Panel (CP). The CP agent interface has already proven its power in our Contact Pro cloud offering, and we encourage you take advantage of its capabilities! Kindly watch this demo on YouTube  Sinch Contact Pro: Communication Panel overview and feel free to contact us in case of any questions.   What does sunsetting CDT mean? Although, FP21 (and onwards until announced) will continue to contain the CDT code and its associated components, we will no longer run any quality assurance testing of CDT. Development of new features in Contact Pro may mean CDT functionality is excluded. Note that this also affects all components that are used by or with CDT, such as terminal, mctabuff, and vwvideo.   Steps towards using Communication Panel Certain changes are required in your Contact Pro infrastructure before you can use Communication Panel: You must add Embedded Communication Framework (ECF) components to your Contact Pro installation. This package enables user interfaces such as Communication Panel and Dashboard. To enable voice in Communication Panel you need to have a WebRTC proxy device in your network infrastructure. Our recommendation is to use AudioCodes, for which we'll provide configuration guidance. Q & A Q: If I wish to continue using CDT, should I stay on FP20? A: Yes.   Q: Does FP20 have a longer maintenance period because of this? A: No. Sinch will consider extended maintenance periods on a per-customer basis. Each case will be evaluated separately by Sinch. Please create a ticket for such a request. Q: How long is FP20 maintained? A: Please see Maintenance Cycle (sinch.com). Q: What happens to Online Monitoring (OM)? A: Online Monitoring will continue to be supported; however, Dashboard will eventually replace Online Monitoring. Q: Are other WebRTC-capable proxies supported? A: We ensure compatibility only with AudioCodes. However, we are aware of customers and partners who have implemented an open-source alternative called Kamailio, which has proven to work well. For help with implementation project, you can reach a partner directly, the partners are Prominion (EMEA & MENA) and Covington (NA). Q: I have a custom softphone that runs next to CDT. What should I do? A: We recommend you get familiar with the functionality of Communication Panel, as Microsoft is planning to drop Edge IE-mode by 2029. You should stay on FP20 if you wish to continue using your custom softphone.   Q: I want to move to Communication Panel and consider moving to cloud at the same time. Can someone help? A:  Sinch can help with this. See our post Considering moving to cloud        ... View more

Symptoms Reporting couldn’t collect data for a specific date/time from the Monitoring database.   Solution 1. 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 XXX_DSArea database and select it. c) Copy the following script and execute it:   select convert(varchar(13),TimeStamp,121), count(*) from TAContactLog group by convert(varchar(13),TimeStamp,121) order by convert(varchar(13),TimeStamp,121   2. If no data exists in the DSArea database, check if the Monitoring History database server "XXX_History" has historical data for the given date/time.    a. Run the same query as above.  b. If data exists, you'll need to use the CopyLogData tool to copy the history data from the Monitoring database server  "XXX_History" into the "XXX_DSArea" database. For more information, see Copying data from History database to DSArea database.   3. If data exists, use the rollback function to delete the dates in question. This step is only needed if the report has some data. This is done to avoid duplicate values.   a. Open Online Monitoring and go to Tools > Reporting Settings. b. In the DTE Reporting view, select the date/time and click Roll Back.   4. To recollect the data, run the Data Transformation Engine (DTE) job for the days:   a. Run Command Prompt as an administrator. b. Locate the BCM_DTE.exe file. This should be under the Reporting database installation \contents\bin directory, for example C:\Sinch\Contact Pro\Reporting Database Server\contents\bin. c. Change directory to the above path and enter the following in the command line: "BCM_DTE.exe [VU_Name] "YYYY-MM-DD HH:MM:SS" "YYYY-MM-DD HH:MM:SS".  For example: BCM_DTE.exe ACME_Reporting "2013-10-30 22:00:00" "2013-10-31 13:00:00”  The time period doesn’t have to be full hours. You can use a period of 15 minutes.   NOTE: The start and end time parameters are always UTC time, so when you are recollecting the data, you need to pay close attention and convert your local time to UTC or else you could be risking missing some data.   5. If you use Micorsoft Reporting Services reports, run database full process either by:   • Executing the "XXX: Reporting OLAP database management" found in Microsoft SQL Server Management Studio -> SQL Server Agent -> Jobs -> "XXX: Reporting OLAP database management". This will run the Process Full.   or   • Manually running the Process Full directly against the OLAP database:   a. Connect to the Analysis Services Engine using Microsoft SQL Management Studio. b. Right-click on the OLAP database and then choose Process. c. Make sure the process type is set as Process Full and then click OK.   ... View more

Symptoms There 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 this with the CopyLogData tool. The tool is available via a support ticket.    Solution Run the CopyLogData.exe by double-clicking it. Enter the server name \instance and the Monitoring History database name as the source. If this is not a trusted connection, enter the server credentials. Click Next. Select Database and click Next. Enter the destination database information. In this case, copy to the DSArea database. Choose the date/time to be copied and click Finish. To recollect the data, follow the procedure in Recollecting reporting data.   ... View more

This information will only apply after the delivery of the 23Q3 cloud release.   The version naming of our Contact Pro cloud releases will be revised. We will move to defining the cloud versions based on their delivery quarter instead of their last development cycle. This change means that our last quarterly release for this year will be named as 24Q1 per its delivery quarter. For release dates, see Release Schedule.   Be assured, no quarterly release is being skipped and this is purely a renaming exercise for clarity when to expect Contact Pro scoped improvements.     ... View more

We are happy to announce the content of the quarterly release 23Q3. The Show and Tell slide deck highlights the key features and improvements made in this release. The advanced publication of the What's New document lists the changes and corrections made. We will publish the full 23Q3 product documentation on 3 November 2023. ... View more

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, 7.0.18.28, and 7.0.19.0, Communication Panel, DPO, and Visitor Chat Configurator have been using SAP UI5 version 1.71.49 which is due to be removed from SAP Content Delivery Network at end of Q3/2023. To avoid issues in using the UIs, we are preparing hotfixes for FP17, FP18, and FP19. Please follow this article for release dates and updates.   Hotfix numbers will be 7.0.17.26, 7.0.18.27, and 7.0.19.4 and contain the following changes: UIs using SAP UI5 no longer load specific SAP UI5 version, such as 1.71.49, but instead they load the latest version from the 1.71 release. At the moment the latest one is 1.71.57. URL of SAP UI5 package has been changed from sapui5.hana.ondemand.com to ui5.sap.com as per SAP's recommendation. Make sure that workstations can access this new location and is not blocked, for example, by firewalls. Minor corrections in the Communication Panel code to work with the latest SAP UI5 versions. Currently we don't recommend moving manually to a newer release as instructed in https://community.sinch.com/t5/Contact-Pro/Important-On-premise-customers-using-Communication-Panel/td-p/11392 because the above mentioned minor changes are required in Communication Panel for UI to work properly.   Q&A Q: When will you publish the fixes? A: As soon as possible, likely in few weeks from now.   Q: What about older releases? A: We recommend you to upgrade to FP19. If an upgrade is not possible, you should consider hosting the UI5 package locally. For more information about it, see SAP documentation.   Q: If I decide to change the version manually, what should I consider? A: Please be aware that Sinch has not tested all possible combinations and in case of an issue, we can ask you to revert to the previous version. If you decide to change the version manually, please remember that you need to make the change in all necessary files, such as Communication Panel, embedded Communication Panel, and DPO tool. Also remember to change it on all servers where ECF Agent virtual unit has been installed. ... View more

We are happy to announce the content of the quarterly release 23Q2. The Show and Tell slide deck  highlights the key features and improvements made in this release.   The advanced publication of the What's New document, lists the changes and corrections made. We will publish the full 23Q2 product documentation on 4 August 2023. ... View more

Applies to Sinch Contact Pro version FP19   Symptoms You are not able to get Sinch Chat working even though the configuration is done according to documentation.   Solution Change the address from @sinchchat.sinchconversation.com to @nativechannel.sinchconversation.com in your queue configuration. ... View more

Symptoms Communication Panel remains active even when there's no active call. Agent can also hear background noise when there's no call.   Solution The functionality works as designed. By keeping the audio channel open for Communication Panel  the connection between client and backend is also kept active.    However, you can change this with the configuration parameter keepAudioDeviceActive in CommunicationPanel.json file. The file is located under ECF_Agent\tomcat\webapps\ECFSettings and has the following content:      {    "keepAudioDeviceActive": true   }   Change the value true to false, which means that the audio channel is no longer active.   Sinch Contact Pro never listens to agents via an audio device when there's no call. And the only situation when agents' calls are saved is when the admin has configured call recording in System Configurator.   Before you change the functionality consider that the change can cause side effects, such as agents not able to answer calls and queuing calls not allocated although agents are free.    If you decide to change the functionality: Read Accepting calls when browser in sleep mode and Memory saver mode in Chrome.  Be prepared to change the parameter value back to true if issues occur. ... View more

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 issue after failed external transfer 7.0.19.2 ECF Web Server Joining calls via CPExtInterface failed. 7.0.19.3 Chat Server Connection break between Chain Matcher and Chat Server 7.0.19.4 ECF Web Server SAPUi5 moves to Patch-Level Independent Bootstrap approach. Jabra devices: ringing continued after user declined a conversation. Ringing continued in Communication Panel with auto answer. 7.0.19.5 ECF Web Server Email reply template not applied 7.0.19.6  ECF Web Server Several issues in Communication Panel 7.0.19.7 Agent Server CEM Server  Communication Panel: auto-answer issue in call transfer CDT: supervising issue in multi-CEM environment 7.0.19.8 Integration Interfaces Incorrect timestamp in RTI 7.0.19.9 ECF Web Server  Communication Panel showed History data loading failed when loading conversation history. 7.0.19.10 CEM Server Several issues 7.0.19.11 ECF Web Server Several issues in Communication Panel 7.0.19.12 Quality Monitoring Server (QMS) QMS was unable to send call events at the rate they were happening. Events piled up in a queue and were sent when the call had already been disconnected. 7.0.19.13 Integration Interfaces Presence synchronization via Presence Synchronization Interface (PSI) was interrupted due to a PSI internal error. 7.0.19.14 ECF Web Server Communication Panel Third-Party Extension Messaging API couldn't send dual tone multi-frequency (DTMF) tones. 7.0.19.15 Agent Server Agent status and profile synchronization between SAP CRM IC and Communication Panel failed. 7.0.19.16 Integration interfaces An action item may not have always been deleted (Status=Deleted) in a timely manner when requested by CRM. 7.0.19.17      Agent Server Agent's response to a customer email in CDT wasn't showing in Online Monitoring nor in reporting data. This occurred because the reporting events for an outgoing email were no longer sent to the database. ... View more

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.   Mobile terminated (MT, from Sinch Contact Pro to mobile) messages are not send.   Attachments are not delivered.  The SMS Server log has errors described in the Log errors table below. To read the SMS Server log,  follow the instructions below:  Log reading with blv.exe  Change the log level of SMS Server to trace.  You can also use debug for a short time, but we don't recommend using it in a production environment. No sensitive information is printed in the SMS Server log file while trace or debug levels are set. Go to Tools and Utilities folder of the installation media and run blv.exe.  To get started with the troubleshooting, you can use the following keywords:  ERR|WRN|EXC This will highlight all errors, warnings and exceptions. http  Integration is http based and with this filter you can catch all incoming and outgoing http actions. For example, http post for sending messages and http put for receiving message from Conversation API. SMS or Facebook or WhatsApp  If you have several channels integrated, then you might want to use keyword to highlight log lines per channel. UseSecureLogging By default this is not enabled. This enables message content to be displayed in the log for troubleshooting purposes. You should use this only for a short period of time.   Solution Log errors: Error Solution  HTTP Timeout Check that the SMS Server has internet connection:  Log in to the server.  Open the SMS Server log (trace level) with BLV log viewer and activate Live mode. Open a browser and call the URL:  http[s]://smsserverlocalhttpserverip: port/messaging/sinchconversation/all The SMS Server log should print:  HttpSmsServer::OnRequest /sms/sinchconversation/all   HttpSmsServer::OnRequest, Message is empty simply discarding it  If there's no print in the log when you try to open the SMS Server URL in the browser, check that the SMS Server mode is HTTP in System Configurator > System Management > Modules > SMS Server > SMS Interface > Session Object: HTTP   If you change SMS Server settings in System Configurator, restart the SMS Server.  Check that server has required certificates.  Use Wireshark to see what is causing the timeout.   If HTTP timeout happens for an outbound message (from Sinch Contact Pro to the client), you could also check proxy configuration and routing rule.  HTTP 401 forbidden when sending message in the SMS Server log   This is most likely a configuration mistake in System Configurator > System Management > Messaging Services so check the procedure and re-create the configuration.   HMAC256, CryptImportKey failed. Error: 0x3C24A58 Could not validate x-sinch-webhook-signature This log entry indicates that validation of connection has failed. Delete the connection and create it again in System Configurator > System Management > Messaging Services. You can also try to shorten webhook and access key password provided in Sinch Customer Dashboard.   ERR> SMSApp: Unable to initialize session object! Check parameters from datasource   The most likely reason is that the SMS Server mode isn’t HTTP in System Configuator > System Management > Modules > SMS Server > SMS Interface > Session Object.   Change the setting to HTTP, restart the SMS Server, and try again.  Received HTTP status code 400 when sending rich content to customer.   Messaging protocol in Conversation API for sending rich content has changed. If you have either FP17 or FP18 version, to fix the issue, install the hotfix:  7.0.17.24 for FP17  7.0.18.24 for FP18  Remote service of type […] not found   In addition to this, Communication Panel shows Configuration missing. This is a configuration error. Authentication ID and queue address (the part before @) are not matching. They should be the same. For example in case of direct Facebook integration: authentication ID: 1234567890123 queue address: 1234567890123@facebook.com where 1234567890123 is the page ID of Facebook CHttpSmsC: Could not create session handle ERROR_INVALID_PARAMETER This error message may refer to an invalid proxy configuration. Check your proxy configuration in Infrastructure Administrator > SMS Server.   Other issues: Error Solution Attachments are missing  Check that System Configurator > System Services > Chat Settings > File Location Settings are defined according to the documentation. If you change settings, restart the Agent Server and SMS Server.  In case of the WhatsApp channel, check that you have GoDaddy certificate installed on your application server.  Check that public URL for attachments is available on internet and especially for WhatsApp servers. In practice WhatsApp loads content from the public URL and if WhatsApp is not able to access the share, the content is not loaded and visible for the user. To try out that the public URL is reachable, copy the URL from the SMS Server log and paste it to the browser.   Rich content files are not received by the WhatsApp client from the outgoing WhatsApp message. Check that you have GoDaddy root certificate installed on the application server running the SMS Server component. To try out that the public URL is reachable, copy the URL from the SMS Server log and paste it to the browser. Conversation Attached Data (CAD) is not visible in Communication Panel.  Check from the visitor facing ECF Web Server logs that CAD WhatsApp is added to a chat     Check the *ECF_Visitor\EcfFrontEndServer-Java<-id>ECF_Visitor<date>.log file  Ensure the log level is at least TRC.   Filter log with "attached_data":{ and you'll find chats that have some CAD.     If the chat arrived with CAD and is provided with CAD keys, the issue is in Sinch Contact Pro. Check the Chat Server logs.   Related information: Sinch Conversation API  Sinch SMS  Chat settings  Using Attached Data  ... View more