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Hi, I have a copy of the ACI documentation, quite old though and found the SetPassword query also. Haven't tested it yet. Overall if You are planning to add it to the RI stack, that would be awesome. Will look into the SOAP version for the time being. Kind regards, Alder ... View more

Wow, that is exactly what I was after. Thank you so much.   Kind regards, Alder ... View more

I believe the question is, if it is somehow possible to make a POST SOAP request from the IVR, because atleast the documentation shows that a GET is possible soap:identifier[0].get('field','Not found').: Sinch Documentation  As far as I know, SOAP requests usually are POST, because it uses XML message which is quite complex to be included in the GET query string. Doesn't matter if you retrieve or add data from/to the service. Alder ... View more

All is good and nice, but doesn't the documentation refer to Cloud version? I know that Cloud and On-Prem are alot alike, but there are functionalities that work in Cloud but On-Prem has never heared of that. Also the 23q3/23q4 updates refer to Cloud. Getting these to On-Prem might happen with FP20 or even worse FP21. Reading the documentation again I see a new product called Sinch Flows. What is that? PS: Is there a similar "Best Practice" page for On-Prem? Was unable to find it under "Operation Guide". ... View more

Well, the preferred agent information needs to come from somewhere. For calls it is the same way, only difference that there is an IVR inbetween that does all the magic. Although, if a customer is calling for the first time ever then the IVR does nothing special, only forwards it to the queue. I'm talking here about the old PreferredAgentIvr customizer. And then the call gets allocated to the longest waiting agent. For e-mails or chats such a middleware doesn't exist. You can always build it yourself. Overall if we are talking about conversations that enter the Contact Center for the first time ever, then there needs to be something in between that decides to which agent the conversation will go. With IVR's you can make that decision, in the Customizer. For e-mails you need to make one your own. For chats - I'm affraid, it's quite impossible.    NB: IF we are talking about e-mails that have already been in the system, then you can lookup Required and/or Preferred agent settings in the documentation.   Alder ... View more

Hi, Are you talking about the first conversation that is arriving into contact center? If no, then preferred agent settings can be found in the documentations. Configurable via channel or queue. This is only for e-mails. I have not come across a preferred agent setting for chat. If yes, then I'm quite sure that there doesn't exist such a setting. Contact Center needs to have some sort of information to give the conversation to the right agent. Although, you could make a custom script on your own, that checks the inbox of an e-mail address and then makes a POST to Sinch RTI API with the "responsible" key and the AgentId as value. That should put the e-mail in the allocation/offering state in a few seconds (no queue login nor Ready state is required). Unfortunetly I'm not that familiar with chat. So can't help with that.   Kind regards, Alder ... View more

Hi Jukka,   Thanks for pointing that out. I've seen that readme.txt and I'd say that most of the variables are self-explanatory. But why not put the descriptions in the readme.txt in the first place (with a sentence or two)?  I'd guess that not many would contact support because they don't use it, but still, why bother your support and waste their time if the information would already be there in the first place?   Kind regards, Alder ... View more

Hi, I think the documentations should also be changed. For FP19 On-Premise and Cloud the documentation suggests to use @shinchchat.sinchconversation.com. For me atleast it was the reason why I contacted support and was told to use @nativechannel... instead. Also I don't think that Sinch Chat can be used with FP18. Atleast that's what support told me and the FP18 On Premise documentation doesn't have anything in it regarding Sinch Chat configuration via Conversation API. Kind regards, Alder ... View more

Hi, Is there somewhere a list where all or most important Communication Panel variables are described? for the .json file? For On-Premise I've seen different variations. It would be nice to see a complete list and descriptions what a variable actually does. Kind regards, Alder ... View more

Hi, Like dhlashwe said, the keyword is "datetime" and using that in an IF block. For example: You create a variable that checks the current time: currentTime = datetime.datetime.now().strftime('%H:%M') This will return a string in 24H format. In the IF block you check the current time and place a goto element that will forward it to the right Menu. IF: "12:00" <= currentTime < "13:00" - goto Menu1 (Lunch time) ELSEIF "09:00" <= currentTime < "12:00" or "13:00 <= currentTime < "17:00" - goto Menu2 (Regular working time) ELSE  - goto ServiceClosedBlock You don't have to use the datetime string format. You can use the datetime object and make comparisons with that. Also the order isn't important. You just need to make the checks correctly. But I would also recommend using schedules with a dummy queue. With that it's hard to go wrong or make major mistakes in the IVR (Queue Query: Checking Service Availability). It's easier to mess up in the IVR if you make date/time comparisons there.   Kind regards, Alder ... View more

Doing these kind of things directly in the database is something that I actively try to avoid, but it is an idea indeed. Multiselect I've seen in the cloud release. It has it's benefits but overall won't satisfy the absence of the Delete button. We still have some ideas how to solve it or provide some sort of workaround, but the customer service is consistant that they need it. Well they need to start understanding with new UI's you win some, you loose some 🙂  Thanks for the ideas. ... View more

Hi Jukka, Thanks for Your explanation. I, personally, totally agree and understand why the "Delete" button is not there anymore. Sadly, for customer service, old habits die hard and they are asking for it 🙂 . I've also made a feature request, but won't be dissapointed, if it won't be taken into work. Nevertheless, coming up with my own hack is difficult, but am slowly getting there. I've also considered and proposed to use either script or Internal notes. I even proposed to send the e-mails into another dummy queue where a custom script would make regular deletions. Too many clicks and too confusing for them 🙂 . The "custom extension" part, could You elaborate on that abit more? What I've currently managed to achieve, is that an Agent accepts the e-mail. In the Extension Area there is an extension with two choices: Mark for deletion Leave alone Mark for deletion - changes a variable in the javascript to <true>. Now agents selects "Mark as Handled". The script checks the variable and the tasks status value. If it's right for it, it waits 3.5sec and sends a DELETE request to RTI. The 3.5sec wait is at the moment the safest time to wait. With that the wrap-up also triggers correctly. Leave alone - just marks the variable as <false> and nothing special happens from there. What I just found from the API documentation that in the ../RI/rti/tasks/{taskId} there is a "key" called values. And it looks like additional data can be added there.   Kind regards, Alder   ... View more