Sinch Community

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

Hi Sanjay,   Hosting SAP UI5 package locally is indeed possible. From customer ticket I see that CP returns 404 for SAP UI5 which means "not found". Also note that the version 1.71.56 is not supported by Sinch, latest verified by us is 1.71.49.  Before you update the index.html, you should make sure that the package is available over the network. In other words if you type URL to browser, you should get the package. For us it's quite hard to instruct as there might be firewalls and etc blocking.  Generally I would recommend creating new folder under webapps/CommunicationPanel, for example UI5 and pointing to that one. However, that will be cleaned in upgrade and hotfix installations. So, if you wish to host SAP UI5 locally, then would prefer setting up proper network place for the package.  Also I would recommend to read official statement from SAP about the topic: Set-up a CDN for SAPUI5 on your on-premise SAP ABAP Server | SAP Blogs   Br, Jukka ... View more

Hotfixes 7.0.17.25 & 7.0.18.25 are now published on Sinch Download site.  SAP Notes for the fixes are 3037655 & 3037656. Colleagues will publish those on SAP Market Place soon.  ... View more

It's SIP only. Development don't have any experience of Cisco webrtc features.  ... View more

Additionally the same guidance applies to DPO tool and embedded version of Communication Panel (embedded.html). If you wish to continue using 1.71.44 package, then you can host it locally as well. Shortly said; download local copy of the UI5 library, make it available in your network (new folder under ECF_Agent for example) and change URL in index.html to point into local resource. We have copy in safe place as it's not available in SAP page anymore. Please create support ticket in case you need the package. ... View more

With the custom I were thinking that: - the extension area app would write to database list of IDs that should be deleted - then you would have database routine checking the list and deleting the emails    But maybe that is a risky as you would 1st need to open access to database and then do deleting via database action, not via restful interface. Would mean more risk to break something.    Have you seen multi-select feature we have made for picklist in 22q4 release? That could help them to handle mass of junk mails.  //Jukka ... View more

Hi Alder,  Good opening! Currently Sinch design is to consider "mark as handled" as solution for agent to get email out from the queue. The thinking is that it requires agent work to check and get rid of the mail, therefore it should be reported like any other conversation. (Conversation is latest word we use to describe all channels). Another aspect is that we received wish that an agent should be able to "re-open" email that has been already handled. That is already available in cloud and will be in FP19 as well.    Because of above the decision was to enable "mark as handled", but we are open for feedback and feature request via customer ticket. For this one I expected proper business scenario and explanation why the delete is needed. 'Nice to have' is not enough for a feature request to proceed.    *** Few words about your workaround experiences as well. The RI resource for deleting email is indeed designed to manage items in queue, not for items that are in process. If you wish to continue on that path, then I would propose that agent's would mark emails that they would delete somehow and based on that tag you would have back-end application to do the delete. The marking could be script, internal memo or custom extension area that would write something into database for example. With the back-end approach you can 1st check that the email is not in process and only after that delete.  Hopefully my brainstorming did make some sense? 😀   BR, Jukka   ps. for FP19 content please ping me or ask via support. ETA for FP19 is written to another communicaty posting.  ... View more

Q: Can I go directly to Java 17?  A: There is no technical limitation to start using Java 17. Anyhow, we haven't tested Java 17 yet and we are aiming to test it for 23q2 release. Therefore we cannot guarantee functionality of all features and in case of issues we may ask you to downgrade Java release to Java 11.  For on-premise we will only recommend Java 11. ... View more

About Java releases. Azul has Java 11 JRE and JDK available. Oracle has only JDK.  Here is link for Azul Java 11 JRE: https://www.azul.com/downloads/?version=java-11-lts&os=windows&package=jre#zulu ... View more