Jukka
Employee
Employee
since ‎02-17-2021
‎06-27-2024

User Statistics

  • 103 Posts
  • 17 Solutions
  • 4 Kudos given
  • 54 Kudos received

Re: customer identification issue

by Employee in Contact Pro
‎06-26-2024 11:54 PM
‎06-26-2024 11:54 PM
  Dear Customer,   Thank you for reaching out to us. We have received your inquiry via our ticket system and will provide a response shortly.   In order to assist you more effectively, could you please specify the source of the information? If the data is available in the Contact Pro directory, consider utilizing RESTful interfaces to synchronize different data pools. For further details, you can refer to the Contact Pro Documentation. Contact Pro Documentation (sinch.com)   Best regards, Jukka ... View more

Re: Adding new users on mass

by Employee in Contact Pro
‎06-06-2024 06:02 AM
‎06-06-2024 06:02 AM
The Administration Configuration Interface (ACI) includes a SetPassword Operation. The API documentation is not currently accessible on the Sinch Contact Pro documentation site. For a copy of the document, please contact me via email. Best Regards, Jukka ... View more

Re: Adding new users on mass

by Employee in Contact Pro
‎06-06-2024 01:48 AM
‎06-06-2024 01:48 AM
Hi Alder,  The issue of not being able to set passwords in the current RI stack, including through the import feature, has sparked a lot of discussion among our customers. To note, RI offers two methods for user creation: one is through an import resource that allows file uploads, and the other is a PUT request for individual users. We recognize this feature is missing and have plans to address it. I believe the previous SOAP-based interface provided a way to set passwords, but I need to verify the specifics. I'll look into it and get back to you.   Best regards, Jukka   ps. Answer modified by AI - just had to try it out 😀   ... View more

Re: Can't create Sinch account

by Employee in Contact Pro
‎05-28-2024 01:04 AM
‎05-28-2024 01:04 AM
Hi, this channel is for Sinch Contact Pro product topics and we don't have knowledge about creating account for Sinch Dashboard. I recommend you to contact support [at] sinch.com  BR, Jukka ... View more

Re: Contact Pro Roadmap

by Employee in Contact Pro
‎04-24-2024 02:54 AM
‎04-24-2024 02:54 AM
Hi Piotr, Currently we don't have common place for Sinch product roadmaps and those are not publicly available. Means that for now you may ask latest from any Contact Pro team member.  I will share the latest version with you via email.  BR, Jukka ... View more

Re: Prerequisites for Chat functionality

by Employee in Contact Pro
‎04-17-2024 01:27 AM
2 Kudos
‎04-17-2024 01:27 AM
2 Kudos
Hi Alder,  I will check later if this is found from documentation, but now it's just easier to write from my (RAM 😁) memory. Let me split this one to two chapter for easier reading, please consider Communication Panel for pre-requisite for both:    1. Social Channels via Conversation API - For back-end you need Chat Server and SMS Server. Here SMS Server is the gateway that receives and sends the messages, while Chat Server is parsing, routing and adapting to Contact Pro protocol. - SMS Server should be set to HTTP mode in SC -> Modules and restarted.  - After that follow Configuring Sinch Conversation API  - Additionally you should allow http traffic from and to SMS Server component    2. Contact Pro Webchat and also Chatlayer or any other chatbot integration  - For back-end you need Chat Server and ECF in visitor mode. The ECF in visitor modes differentiates from agent mode so that access to internal resources such as RI or authentication is blocked. In other words more safer to be published towards internet.  - Once you have ECF Visitor set up and IA variables defined, then browse to http(s)://visitor url/latest/VisitorConfigurator/index.html and start building your chat app. It should fetch automatically queues in the system based on your user rights.   - Of course you need to open connection from internet to ECF Visitor IP.    We can take the firewall opening in separate, once you have set up the needed components and you are able to play with it in internal network. You may also consider if you want to enable Contact Pro webchat at all, because in Conversation API stack there is Sinch Chat available which has video and call capability over the chat. Currently we recommend the Sinch Chat over Contact Pro Webchat. If you wish to have a discussion about differences, please ping me in email.    With that you should get started and feel free to reach us if any questions.    BR, Jukka ... View more

Re: What's New in Sinch Contact Pro (Cloud) for Q1 2024?

by Employee in Contact Pro
‎03-15-2024 04:43 AM
1 Kudo
‎03-15-2024 04:43 AM
1 Kudo
Hi Sanjay,  This gets easily confusing, but let me try to explain. FP (feature pack) release refers always to on-premise package which is released once per year and xxQx refers to a cloud release which has four release per yer.  For example 24q1 tells that the package was relased Q1/2024. Release timelines are available at Contact Pro Documentation (sinch.com) -> Release Schedule   Contact Pro development is cloud 1st approach and on-premise is based on cloud package. In short most of the features develop for cloud comes for on-premise later. Now FP19 is technically from 22q4 base and FP20 will be based on 24q1. This means that FP20 will get feature and corrections from following cloud releases: 23q1, 23q2, 23q3 & 24q1 (formerly 23q4).     Also a comment about FP20 timeline: we are middle of testing FP20 package and working to get the package ready for release. Current estimation is end of March or early April, this applies for Sinch customers.  Br, Jukka ... View more

Re: CP pop-out window feature broken

by Employee in Contact Pro
‎02-21-2024 11:04 PM
‎02-21-2024 11:04 PM
Hi All,  I would like to share additional information on this topic.    A call offering scenario exists where the pop out Communication Panel is not able to accept calls and so automatically rejects the offering.   This occurs when the user initiates the popout Communication Panel while a call is being offered - until SIP is registered the agent is not able to answer the call from the popout. RCA is that pop out Communication Panel has not loaded phone capabilities yet and is in process of loading the capabilities.    There are two workarounds for the issue: 1. Set agent status to not ready before initializing the popout 2. Sign agent out from call queues before initializing the popout    BR, Jukka ... View more

Re: PLAY_FILE ClientCom command

by Employee in Contact Pro
‎02-08-2024 06:31 AM
‎02-08-2024 06:31 AM
Hi Piotr, Your wish to have prompt for outbound calls is now added to feature request. In this case we likely start with inbound scenarios, but I see that outbound is also needed.  Timeline wise I'm not seeing this as the 1st priority for coming releases as we have other more urgent needs waiting, but priorities are subject to change and I will try to find development slot.  BR, Jukka ... View more

Re: PLAY_FILE ClientCom command

by Employee in Contact Pro
‎10-17-2023 04:29 AM
‎10-17-2023 04:29 AM
Hi Piotr,  Currently we don't have such a feature for Communication Panel. On roadmap we have item to enable automatic agent greeting out of the box. In short this feature would enable agent to record greetings and configure what queues should play the greeting.  In CDT world, like you said the same can be done with clientcom and partners have developed custom code/solutions around it. With Communication Panel the audio stream is webrtc and more difficult to be injected. I know that a partner is trying to do it for onprem Communication Panel release, but don't know current status. Br, Jukka ... 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: Preferred agent routing for email & chat

by Employee in Contact Pro
‎09-14-2023 06:28 AM
1 Kudo
‎09-14-2023 06:28 AM
1 Kudo
Small update to the topic at this point.  - In 23q3 release we are bringing an command to define preferred or required agent for social chats. Technically this enables an integrator to check ex. preferred agent requirement from CRM and commanding Contact Pro to follow it. This requires a chatbot or similar between ConvAPI and Contact Pro. We will there more about it soon.  - In 23q4 we are planning (<- note the word planning) to introduce Contact Pro internal preferred agent handling. Means that we check if the customer have had an conversation earlier with any agent and we assign the previous agent as preferred. This will of course be behind channel & queue parameter.  Comments and question around above feature can be sent to me. 😊 //Jukka  ... View more

Re: Important! On-premise customers using Communication Panel

by Employee in Contact Pro
‎09-01-2023 01:39 AM
‎09-01-2023 01:39 AM
Also FYI for this audience: it's again time when we need to change SAP UI5 version. Please see details from following community post: Important information about the SAP UI5 version - Sinch Community - 12258 ... View more

Re: Sinch CC On-Premise Chat attachments

by Employee in Contact Pro
‎08-31-2023 06:36 AM
‎08-31-2023 06:36 AM
Hi Robert,  Sinch Chat (earlier called also as Native channel) is a channel via Conversation API and therefore Conversation API documentation can be used here:  Cloud: Sinch Chat OnPrem: Sinch Chat   BR, Jukka ... View more

Re: Sinch Contact Pro with SAP Service Cloud (C4C) - Call/ Chat transcript

by Employee in Contact Pro
‎08-29-2023 12:19 AM
‎08-29-2023 12:19 AM
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

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