Sinch Community

Hi Piotr,  if you feel that a product is missing from the list, then drop us a ticket and we see if we get the device on our hands. Also if you happen to have it and you found it working then let us know as well.  //Jukka ... View more

Hi Guys,    Let me clarify things.  CDT and OM user interfaces are for IE and Edge IE mode only. There is no plans to enable those on other browsers and you should move forward to Communication Panel and Supervisor Dashboard if you are looking user interfaces on modern browsers. The Edge IE mode official support for CDT and OM came in FP16, but I can tell that customers have been using it even with version FP12. The thing is only that if you find something, then we will say that won't be fixed to older than FP16.    //Jukka ... View more

Thanks Alder! Very good description about the topic and like you said that doesn't apply to cloud.  //Jukka ... View more

Hi Chand, I'm answering behalf of Markku. The situation has not changed and we are still working on to get the package to SAP Marketplace. There is few things left we need to work on with SAP before the release can be done, hopefully we get those sorted out soon.    //Jukka ... View more

Hi,  the build-in callback IVR doesn't support customizations. How it works is that it drops callback request to specified queue and allocates to free agent. I cannot right now remember if that follows queue schedules, but that should be quite easy job to verify.    We also do provide the callback IVR as an example which you can modify. Please create a ticket and request the example with help. (OnPrem package has that in software folder / examples and templates)   Same time I want to mention that we have restful interface for callbacks which allows to set desired callback time and much more. Please however note that calling the rest interface from IVR is not possible at the moment, but it's good if you plan to do callback to your website. For details check Contact Center Documentation (sinch.com) -> Integrations -> CMI -> Callback.  //Jukka ... View more

Yes, that is right. The reason being that CAD can be basically in any format (soap, plain text...) and you could imagine what kind of mess it could do for UI. For long run we are planning of course to enhance the CAD visibility within UI, but for now like said it's the Extension Area.  //Jukka ... View more

Hey,  Yes, there is a way to display information collected in IVR within Communication Panel UI. For that you should collect the data in IVR, attach it to CAD (contact attached data) and then the data is available for any Extension Area app to read + display.  Br, Jukka ... View more

Hi,  update to the topic:  Contact center also uploads the outgoing emails to C4C and sets the recipient address to the one used by agent in the To field of communication panel. The outgoing emails can be found from the Activities--> Emails in the C4C but its not connected to the customers account, and that's a missing feature in C4C. C4C need to search the contact based on the To address and attach the email to that account/customer. Br, Jukka ... View more

Update for this topic:  - supervisor functions for cloud planned for 21q2 release - supervisor functions for onprem planned for FP18 release (ETA not yet decided, maybe later on this year) BR, Jukka ... View more

Hi Piotr, Technically you could consider that it's working correctly, but have to agree that from user point not that wise.  I'm not aware of any changes to this function in upcoming 21Q2 release. So, would be great if you could check out with support and they can then trigger a change request to developer if needed.    Br, Jukka ... View more

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

Could you please ellaborate the language question little bit more? The reason being that the question can be seen from different angles. For example UI already supports communication with Arabic alphabeticals and Arabic promtps, but buttons are in English for example.    Answer for Chatbot question can be found from this page:  Does Sinch Contact Center support chat bot functionality? - Digital Interconnect Community - 4643   BR, Jukka ... View more

Hello,    There is no build-in feature to add more fields. Instead you need to customize chat application to have the extra fields, then you can insert the collected data to CAD (Contact Attached Data) which can then be displayed at Communication Panel Extension Area.    For more information about customizing chat client refer to: Contact Center 365 Visitor Client API For CAD please find setCad function. One handy feature you could utilize for collecting phone number or any other information is interactive chat templates where you can do forms and buttons.    What comes to mandatory fields, the same applies. Meaning that configurator doesn't provide the option, but requested can be customized to the chat client application.    In general the recommendation if possible is to insert customer identification details from webpage to CAD in case customer is authenticated. Same applies also to phone number if website already knows it.    BR, Jukka ... View more

Hi Roman,    Sinch SMS came indeed in 2011 release and it's working in our environments. If you wish we can work it together.    Sinch Conversation API is goming in 2102 release, ETA end of Fevruary 2102. Currently it has SMS, FB, WA and Viber. They have plans to include much more.    BR, Jukka ... View more