Sinch Community

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     {    "keepAudioDeviceActive": true   }   Change the value true to false, which means that the audio channel is no longer active.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. 7.0.19.18 Reporting Database Server A subtype for internal action item was missing from reporting, which caused issues with customers' reports. 7.0.19.19 Call Dispatcher (CD) In a complex call scenario, where Quality Monitoring Server (QMS) and Multiterminal Desktop (MTD) / Simultaneous Ring Mode (SRM) are in use, hub processing failed in Media Routing Server (MRS) and resulted in missing RTP streams. 7.0.19.20 SIP Bridge and MRS If the Sinch Contact Pro system used either stereo recording or Quality Monitoring Server (QMS) with separate audio streams configured, and an agent transferred the customer call to another agent, the audio channels of the recording and QMS got switched. This meant that the customer's audio appeared in the agent's channel and the other way around. If Session Boarder Controller (SBC) responded "401 Unauthorized" to an INVITE to a Communication Panel temporary ID, an incoming call from a queue in auto-allocation mode was allocated to several Communication Panel agents at the same time. 7.0.19.21 ECF Web Server After restarting the PC, the first outgoing or incoming call had no audio. 7.0.19.22 ECF Web Server Several customers have reported various audio issues, such as one-way audio where the agent can't hear the customer, but the customer can hear the agent. Accidental press of a button in an audio device caused ringtone/progress tone to be played. ... 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. 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. 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 onrequest 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. Sending POST Use for filtering outgoing messages. Received message Use for filtering incoming messages. Received HTTP status code Use for filtering the Conversation API response for an outgoing message. If the response code is not 200, an error has occurred. OnErrorReceived Use for spotting errors from Conversation API.   Solution Log errors: Error Solution  The request timed out 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.   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: [email protected] 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.    Ensure that UseSecureLogging is 0 the log level is TRC.   Filter log with "metadata":{ 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

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.   Symptoms Queuing conversations in Queue1 need to be moved to Queue2.    Prerequisites You have access to databases via Microsoft SQL Server Management Studio.   Solution Move conversations using an SQL procedure. This works for voice, email, chat and task conversation types. Moving conversations directly to an IVR or external destination is not supported. In such cases, route via another queue. Note that conversations that are already in offering state are not moved.   From Microsoft SQL Server Management Studio: Connect to the SQL server instance hosting the operative database of the target system (for example Object Explorer > Connect > Database Engine). Open a query editor (for example Object Explorer and then right-click on the operative database and choose New Query). Paste the following in the editor, replacing source queue and destination queue with valid extension addresses/numbers or queue GUIDs (and keeping the single quotes): EXEC MoveContact 'source queue', 'destination queue' Optionally, to schedule the operation to happen at a later time, add the desired execution time (UTC) as third parameter, for example: EXEC MoveContact 'source queue', 'destination queue', '12:00' Or at later date: EXEC MoveContact 'source queue', 'destination queue', '2050-12-24 12:00' Execute the query (F5). The operation should take place either immediately, or at a given date/time.   Procedure description: @source: Source queue GUID (uppercase, with hyphens) or extension address (case sensitive) @destination Destination queue GUID (uppercase, with hyphens) or extension address (case sensitive) @validFrom Optional operation start date/time – if NULL or in the past, current UTC date/time is used @validUntil Optional operation expiry date/time – if NULL or less than start date/time, start date/time + 1 minute is used Examples: Move chats from chatqueue1 to chatqueue2 and execute immediately: EXEC dbo.MoveContacts '[email protected]', '[email protected]' Move calls from 150 to 151 and execute five minutes from now: DECLARE @validFrom datetime SET @validFrom = DATEADD(MI, 5, GETUTCDATE()) EXEC dbo.MoveContacts '150', '151', @validFrom Move conversations from guid1 to guid2 and execute at specific UTC time on current day: EXEC dbo.MoveContacts 'DF1AFC30-153D-49CC-97BD-CCFA17C27EFD', 'EE0B0B4F-8465-44FC-8444-F37E5B0259E2', '12:00' Move conversations from guid1 to guid2 and execute at specific UTC date/time: EXEC dbo.MoveContacts 'DF1AFC30-153D-49CC-97BD-CCFA17C27EFD', 'EE0B0B4F-8465-44FC-8444-F37E5B0259E2', '2018-12-24 08:00'     ... View more

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 to access, please create a support ticket.    FP19 What's New and product documentation can be found from What's New in FP19 (7.0.19.0) Release  Contact Pro Documentation    For SAP contracted customers, access to the FP19 software will come after the SAP validation process has been completed. ... View more

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 agent virtual unit in Infrastructure Administrator. 2. Go to ECF agent directory. 3. Locate the Communication Panel's index.html.  Or if you have embedded Communication Panel in a customer relationship management (CRM) application, locate the embedded.html. 4. Open the file with an editor and replace the version in https://sapui5.hana.ondemand.com/1.71.44/resources/sap-ui-core.js  with the version 1.71.49 (https://sapui5.hana.ondemand.com/1.71.49/resources/sap-ui-core.js ) 5. Activate the virtual unit. Note: Users may need to clear the browser cache.   FP19 is already using the version 1.71.49 but we'll release hotfixes for versions FP17 and FP18 as soon as possible. ... View more

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. Check that your server has .net framework 3.5 feature installed. You need this for using Contact Pro Standard Reports. ... View more

We are happy to announce the content of the quarterly release 23Q1. Firstly, presented in the Show and Tell slide deck highlighting the key features and improvements made.    Secondly, an advanced publication of the What's New document, which lists the changes and corrections made. We'll publish the full 23Q1 product documentation on April 14. ... View more