Before you start

Authentication

To get access to the AI orchestration layer, please contact Sinch support. Support will add a secret in Secrets manager with name orchestration-layer.

Transcription user for Contact Management Interface (CMI)

Add a user for CMI to save call transcripts and AI analyses:

1. Go to User and Role Management > Users and click Add New.

2. Enter a first and last name and add the user to a user group. Select All Users if none of its subgroups are relevant.

3. Go to Users > [user] > Authentication. Enter a password for the user.

   Do not use:

   • letters that aren't part of the Latin alphabet (for example, Scandinavian letters and umlauts)

   • the following special characters: ¤,£,€,½,§

   Select Assign Expiration Time for Service account and define an expiration time for the service account user.

   

4. Go to Users > [user] > User rights.

5. Give the user these rights to save call transcripts:

   1. User service > Save call transcript

      

   2. Listen To Recording rights to the queue/agent/campaign that does the recording. Note that rights are typically given for a queue group or user group instead of a single queue or user:

      For a queue group:

      

      For a single queue:

      

      For a user group:

      

      For a user:

      

      For a campaign:

      

6. Give the user Statistics details and Manage contact history rights to the queue/user to save AI analyses.

   Note that rights are typically given for a queue group instead of a single queue:

   For a queue group:

   

   For a single queue:

   

Secrets in Secrets manager

Add credentials for accessing your CMI and RI:

1. Go to System Management > Secrets manager and click Add New.

2. Enter the details for your CMI transcription user:

   1. Description: Describe what this secret is used for.

   2. Name: We recommend using the same name (cmi-user) as in this example so you'll be able to use the example JSON on the following pages without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configurations.

   3. Secret: Enter the password of the CMI transcription user you just created.

      

3. Save your changes.

4. Click Add New and enter the details for your RI access:

   1. Description: Describe what this secret is used for.

   2. Name: We recommend using the same name (ri-apikey) as in this example so you'll be able to use the example JSON on the following pages without editing this part. If you define a different name for the secret, you'll just need to change the name in your JSON configurations.

   3. Secret: Enter the API key used for accessing your RESTful interfaces.

      

5. Save your changes.

Next, Add a basic configuration for post-call transcription.