Sinch Community

Hi Shaili,   I think our out of the box integration with SAP Service Cloud should cover your request already. Let me explain.    Calls:  When a call arrives and is accepted by an agent, an event towards Service Cloud is automatically fired. This creates an entry to Service Cloud timeline with details and especially with Sinch Contact Pro ID which can be used to search the specific conversation from Sinch Contact Pro. Chats: Similar to calls, but the difference is that once a chat conversation has been finished (agent press end in Communication Panel), then chat transcript is send to Service Cloud and can be seen in the history. For example in timeline view:  and if you click the line, you should be able to see transcript of the conversation and link to the specific conversation details within Sinch Contact Pro: **** In short you should not need to do any additional work to get the history to Service Cloud, everything should be visible in timeline view if you use out of the box integration.  Additionally you can use Sinch Contact Pro Restful Interface stack to enhance the integration according to customer needs. Please see capabilities at: Contact Pro Documentation (sinch.com)   BR, Jukka ... View more

The topic is also opened in documentation:  Routing a Conversation to the Same Agent (sinch.com) BR, Jukka ... View more

Update: 7.0.18.28 & 7.0.19.4 are already available in Sinch Contact Pro download site. 7.0.17.26 is under verification.  Strong recommendation is to implement hotfix as soon as possible.  ... View more

Hey,  Following answers applies now for on-premise installations.  Currently there is no option to define system to delete voicemails automatically, but it's a topic we are aiming to improve in near future for cloud and will come eventually for on-premise. Also can confirm that there is no rest interface available for the function.  With on-premise setup you could setup an solution that deletes voicemail when user replies with keyword "del" or "delete", but the solution is based on oldish virtual SMTP service and if you are already integrated to office 365 email service, then that is not an option. So, only way is via database and for guidance I ask you to create ticket as we don't want to reveal database structure publicly in community. BR, Jukka ... View more

Yes, I found the case and agree that it has take time to found the root cause. However, sometimes the cases can be tricky and can take time to find the root cause. In this specific case we are speaking about System Configurator being slow & unresponsive and we found out that the specific user has massive amount of direct rights, which slows down both UI and back-end while checking if user has sufficient rights.  The information is now carried to your service partner as well. Please continue discussion with them.  BR, Jukka ... View more

Hi, Contact Pro agent UI works only in web browser, admin UI is built on Java. I would recommend you to create ticket for us and we shall investigate what is causing the slowness.  BR, Jukka ... View more

Hello,    Deleting configuration does not delete data from reporting database. Reporting has own dimension tables to hold dimension data like queue, and agent. Reporting database has own settings for how many years reporting fact data is kept (contact your admin to change this). Even that case dimension data like queue information is not deleted, only fact data (contact, agent queue statistics.)    BR, Jukka ... View more

We will definitely consider your proposal. It won't make to current releases, but we will see what happens with FP20.  //Jukka ... View more

FYI for all. List of parameters can be found from 7.0.19.0.zip\ECF Web Server\contents\tomcat\webapps\ECFSettings\ReadMe.txt  Please be careful when changing the parameters as can affect to performance and functionality. Rather contact support than start guessing what a specific parameter means.  ... View more

Error in SMS Server log, problem started after 15/06/2023: ERROR_WINHTTP_CANNOT_CONNECT Reason: there was an update made to Conversation API that changed the allowed ciphers. Please find a list of supported ciphers below: Preferred TLSv1.3 128 bits TLS_AES_128_GCM_SHA256 Curve 25519 DHE 253 Accepted TLSv1.3 256 bits TLS_AES_256_GCM_SHA384 Curve 25519 DHE 253 Accepted TLSv1.3 256 bits TLS_CHACHA20_POLY1305_SHA256 Curve 25519 DHE 253 Preferred TLSv1.2 256 bits ECDHE-RSA-CHACHA20-POLY1305 Curve 25519 DHE 253 Accepted TLSv1.2 128 bits ECDHE-RSA-AES128-GCM-SHA256 Curve 25519 DHE 253 Accepted TLSv1.2 256 bits ECDHE-RSA-AES256-GCM-SHA384 Curve 25519 DHE 253   ... View more

Hi All,  Support for Sinch Chat came in FP19 release as per FP19 What's new document. This article was incorrectly referring to FP18 as well. We are sorry for the inconvenience. BR, Jukka  ... View more

You can enable access to call recordings via rights. Once user has rights to call recordings, then you would see play recording option in Communication Panel.  If it's a queue recordings you would like to give rights to, then please navigate to SC - User and Role Management - Role or Group depending how you control rights - select role/group agent is using - User Rights block - select Queue from drop down, add the queue and give Listen to Recordings right For user the same, but in drop down select User I also recommend you to read documentation about the above options. Please create a ticket if you need more detailed help.  //Jukka ... View more

Hi,  could you specify what you mean with access? Do you mean that an agent needs to listen recording or as a integrator you would need access?  //Jukka ... View more