Sinch Community

Hi Jukka   Thank you for your response.   Please note that the IP addresses I provided were only sample data to facilitate our discussion, not actual IPs - I should have clarified that. I appreciate your concern and acknowledge it, thank you.   I will review the logs for both the Connection Server and Agent Server at the trace level to see if we can identify any issues.   Regards, Lopedius ... View more

Based on testing we did with Alder, the IcedTea-Web doesn't work simply by installing the software. Therefore, the recommendation is to use openwebstart and there are no plans to investigate this further.  BR, Jukka ... View more

Sinch gets my support for improving the RI capability to create new users.  Many of our other IT systems have automated user account creation. My management is asking why we have to create accounts manually for Contact Pro.     Best regards, Lance ... View more

  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

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

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

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

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

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

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

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

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

Update: 7.0.18.28 & 7.0.19.4 are already available in Sinch Contact Pro download site. 7.0.17.26 is under verification.  Strong recommendation is to implement hotfix as soon as possible.  ... View more