Roman_Errapart
Contributor
since ‎02-18-2020
‎09-10-2024

User Statistics

  • 16 Posts
  • 0 Solutions
  • 43 Kudos given
  • 6 Kudos received

Re: Enable SSO with Azure

by in Contact Pro
‎06-10-2024 01:46 AM
‎06-10-2024 01:46 AM
Hi George,   For private clouds or on-premise (as well as for any other cloud GCP etc.) we have the SSO that works with MS Entra as well as OneLogin. It requires no changing of the Contact Pro source code. We also have a solution for user provisioning from AD (Microsoft Entra ID).   So if you still need any help, let me know.   Br, Roman ... View more

Re: What new Sinch Contact Pro features would you like to see?

by Employee in Contact Pro
‎05-15-2024 05:06 AM
1 Kudo
‎05-15-2024 05:06 AM
1 Kudo
Thank you for your wish lists! From now on, please create a ticket for feature requests. This way we can have them listed in our system and know who to contact if we have any additional questions.   Kind regards, Nina ... View more

Re: Preferred agent routing for email & chat

by Employee in Contact Pro
‎09-18-2023 01:01 AM
‎09-18-2023 01:01 AM
Hi Aldets,  yes, the documentation is made for cloud, but in this case applies to onpremise as well.  The changes I referred to are indeed planned for cloud 23q3 & 23q4, which would mean that they are available for onprem in next feature pack release. Plan with feature packs is to release once per year and timing is around Q2.  Flows is actually a deprecated product from Sinch and will be moved under open source license.  It enables IVR type of approach for social channels. We will remove mention to Flows in 23q3 update round.  Currently we have published the best practice only for cloud, but we will see if we do the same for onpremise.  BR, Jukka ... View more

Re: Default reply template in email

by Employee in Contact Pro
‎02-03-2023 12:06 AM
‎02-03-2023 12:06 AM
Hi,  Currently we are aiming for February 13th.  Br, Jukka ... View more

Re: Predictive Dialer

by Employee in Contact Pro
‎05-19-2022 02:02 AM
‎05-19-2022 02:02 AM
Hi,   From the product perspective, the 22Q2 release will provide the ability to increase the aggressiveness of our queue dialer in predictive mode. Later we aim to have a dynamic scaling feature should the predictive increased not match with calls made vs serving agents.   Please contact me directly on this subject.   Regards Paul ... View more

Re: Predictive Dialer setting parameters

by in Contact Pro
‎05-18-2022 06:28 AM
‎05-18-2022 06:28 AM
Hi Piotr, In Sinch Contact Pro there is a possibility to set dialing mode to Predictive. But since our customers required the dialer to work a little different way so that it would be more efficient to handle call lists where there were a lot of not working numbers we did our own version of Predictive Dialer. It will deliver more efficiency even with just one agent serving the queue (campaign). We also have the possibility to tweak the dialer settings. Our Predictive Dialer can be uploaded to Sinch Contact Pro tenant via SC customizers and it replaces the standard version of Predictive Dialer in the system. If any of you have similar issues with calling efficiency where there is too few agents or too bad contact list then let us know. We might be able to help in that matter.   Best regards, Roman Prominion ... View more

Re: More details in LRI API

by in Contact Pro
‎01-14-2022 01:05 AM
‎01-14-2022 01:05 AM
Hi Alder,   Yes, you are right. This is a workaround to get a rough estimation, but usually customers tend to split a cent 🙂 The problem is what contact is counted and billed and what contact not, because we cannot see the exact formula behind Sinch's license calculation.   Roman ... View more

Re: Webchat navigation buttons custom language

by in Contact Pro
‎11-24-2021 08:30 AM
‎11-24-2021 08:30 AM
We were able to deliver this requested feature in the 21Q3 release for Sinch Contact Pro cloud service as shown below:   ... View more

Re: SMS Messaging

by in Contact Pro
‎07-13-2021 10:38 AM
‎07-13-2021 10:38 AM
Thank  @Jukka. I also have the same question ... View more

Re: Build-in predictive queue dialer & AMD

by Employee in Contact Pro
‎03-15-2021 03:16 AM
‎03-15-2021 03:16 AM
Hey,    Let me try answer. Tehcnicly we are speaking about SIP Early Media feture and you can define that in campaing settings (Dialing Settings tab) Early Media option. Then at backend we have a piece of code that should detect the Early Media messages. The codes backend is expecting:  0 AMD timeout expires, no signal was detected (configured by the parameter AMDTimeout). 1 Answering machine was detected. 2 Call forward on no answer was detected. 3 Call forward on busy was detected. 4 Fax was detected. 5 Modem was detected. 6 Not supported in the current version. 7 Silence was detected. 8 SIT was detected.   Before you get exited I have to say that we haven't seen this in action yet and no prove that it works as should. Maybe we should try it out together and see how it works. I will have a discussion at our side and see if that could be arranged.    //Jukka ... View more

Re: E-mail subjects and history

by Moderator in Contact Pro
‎02-24-2020 10:40 AM
2 Kudos
‎02-24-2020 10:40 AM
2 Kudos
Hi Roman,   Thanks for your questions. I have provided answers in blue below:   Q1.  The documentation says "The maximum number of displayed interactions is 500, and the history can cover from one day to 4 weeks." If there is a need to find e-mails older than 4 weeks. What options are there for that? A1. The Interaction History includes a Detailed Search button, which when clicked allows you to set your own date range, which is not limited to 4 weeks.   Q2. Is there any way possible to see the Subject of e-mails without opening them in the History view? The same goes for Interactions part in the directory entry. A2. The subject cannot be displayed in the Interaction History view, however, the Detailed Search allows you to specify additional search criteria, such as email subject and email body text. With these search fields you can specify words you are looking for in the subject and/or body, narrowing down the resulting list.   ... View more

User Activity

More details in LRI API

01-11-2022
Hi, Would it be possible to get more details in LRI API regarding contacts usage.Like which IVR, Agent, Team, Queue, Campaign etc. generated those contacts.So that in cases where company has several business units using the system and they need to di...

Webchat navigation buttons custom language

05-31-2021
Hi community members, With Sinch CC cloud option is it possible to add custom language to visitor webchat navigation buttons? For example make "Name" and "Email address" fields and also "Start Chat", "End Chat", "Save transcript" buttons appear in La...

E-mail subjects and history

02-21-2020
Hi! I have some questions related to History. The documentation says "The maximum number of displayed interactions is 500, and the history can cover from one day to 4 weeks.". If there is a need to find e-mails older than 4 weeks. What options are th...