Object types

Built-in IVRs

Technical CEM applications such as conference and voicemail

Custom IVRs

Custom-made IVRs in the system

Outbound Call Result

Control data values that inform Outbound Dialing Controller (ODC) how to react to a call that has a certain value (either the call is considered handled or redialing is required)

Outbound Call Transfer

A list of phone numbers to which call transfers or conference calls during campaigns are allowed

Outbound Campaign

An outbound call campaign in which the dialer calls customers and agents ask questions according to the script

The rights to the customers in the campaign are given in the campaign view. To display the customer view, click the campaign name.

Outbound Dialer

A module that controls the outbound call sequence, timing, and agent assignment

Outbound Filter

Used for sorting customers with predefined criteria

Outbound Template

Defines the contents of a customer information dialog window (such as company name and phone number)

Outbound Blocked Numbers

A list of numbers to which the dialer does not call

Outbound Settings

Initial customer information displayed on the user interface to agents

Outbound Customer Data Fields

The master list of customer attributes in the Settings view

Queue

Either a phone queue, chat queue, or an e-mail queue in which agents serve

Queue Group

Enables that certain settings can be set to the entire group simultaneously

Calendar

Used for defining days and months when a schedule is applicable

Schedule

Defines the company-specific opening and closing times for the telephone service (when calls are accepted into queues and when prompts are played according to the scheduled times)

Ad Hoc Schedule

Exception schedules with the highest possible priority

Skill

A competence in certain areas (for example in some languages). Used in call routing

Audio Prompt

Audio messages that advise the user in contact center conversations, for example, in an IVR or when waiting in a queue. Also an audio file that is used accordingly

E-Mail Prompt

Text-based messages that advise the user in contact center conversations. Also a text file that is used accordingly

Chat Prompt

Text-based messages that advise the user in contact center conversations. Also a text file that is used accordingly

Prompt File

Used for defining specific prompts

Reply Template Folder

Used for creating e-mail templates and directories in which these templates are kept

Third-Party Extensions

Used for managing third-party web applications to be embedded as an iframe into the extension area of an end-user application

Number Range

Contains an internal number range and a subrange

Contact Center

Settings in the System Management view

Channel

Settings that define the e-mail, phone and chat channel behavior

Authentication Policy

Rules that define the user passwords (for example the minimum password length)

Platform

Contains modules, data destinations, data protection rules, switching destination, switching pattern, switching route, and virtual unit.

System services

System service rights are for configuring the system-level functions. Each service type is a separate right:

• Attachment Service: Covers S3 Settings and Chat Settings > File Location Settings

• Callback Service

• Chat Service

• CMC Service: Not applicable for Sinch Contact Pro cloud

• Conference Service

• Email Service

• External Agent Service

• IP Desk Phone Service: Not applicable for Sinch Contact Pro cloud

• Presence Service: Covers Presence Management > Settings

• Prompt Service

• Recording Service

• Schedule Service

• SMS Service

• Voicemail Service

• Emergency Service

E-Mail Server (Incoming)

An e-mail server (for example Exchange) that is used for defining the IP address for the e-mail channel. This right is related to the block System Services > E-Mail Settings > Incoming Mail Servers.

E-Mail Server (Outgoing)

An e-mail server (typically SMTP) that is used for sending out e-mails. This right is related to the block System Services > E-Mail Settings > External Outgoing Mail Server (SMTP).

System Job

The Jobs view in Batch Job Server Settings

Not applicable for Sinch Contact Pro cloud

Import/Export Job

A tool used for importing data (for example users) to the system and for exporting data from the system

Import/Export Settings

The folder setting in the Import and Export Settings view and templates used for mapping information from Active Directory to Sinch Contact Pro.

Extension

A chat address, an e-mail address, a phone number and a voicemail number in the system

Default System Settings

This applies to the System Languages view in which the language priorities can be defined.

Messaging Service

Settings in System Management > Messaging Service where messaging systems such as Facebook Messenger are configured.

Location

A user group, an IP address, or an office

Location Switching Rule

The switching rule in the Location view

Generic Switching Rule

Used for defining general masking rules

Barring Group

Used for attaching a barring rule to users and user groups

Barring Rule

A way to restrict outbound calls with predefined call rules

Trunk

A third-party SIP trunk representing one SIP end point in the system, or an external contact center representing another Sinch Contact Pro

User

A user account that is added to different user groups

Click All or Self to open the following user-related access level list:

• Certificate authentication information

• Authentication information (SIP password, PIN code, and CRM logon name)

• Logon authentication information (logon name and password)

• User queue setting (the queue list information in Dashboard and SC. This right is needed when changing agent's queue assignments in Dashboard or in the SC block Queue and External Agent Settings)

• User settings (Communication Panel)

• External agent setting

• User’s directory entry (the user information in CDT)

• User's active emergency location

• User's own emergency location

User Group

A group of users that have a certain function in the contact center through a role (for example agents who serve in queues)

User Service

Contains the following functions and applications, the only access type is Use:

• ClientCore Phone

• Communication Desktop (CDT)

• Data Protection Officer (DPO) This object type defines rights to the Generate Personal Data Report tool. This object type is not included in any role by default but User Administrators can grant right to this.

• External Agent

• Restful Analytics Interface (RAI)

• Instant Messaging

• IP Desk Phone

• License Reporting Interface

• Multi-terminal desktop (MTD)

• Phone. This option must be selected if users use the contact center functionality of CDT.

• Presence Synchronization Interface (PSI)

• Recording

• Reporting Data Interface (RDI)

• SMS

• Video

User Settings Template

Used for defining user interface settings

User Role

A set of rights that allows the user group to which the role is assigned carry out activities related to contact centers (for example to supervise other users and record calls)

Data Protection Rule

Enables managing Reporting > Data Protection Rules. A new rule cannot be applied to a data destination with this right alone but requires the Platform right.

Reporting Specifications

Used for solving a user’s reporting attribute (Company, CostCenter, Custom1, Custom2, Custom3, Department, Location, Subcompany, TeamName and Title) for the requested language

Reporting Group

A group created for reporting purposes because in reports users can only belong to one group

Statistics Settings

Settings related to reporting and monitoring

Monitoring Template

A way to define the same summary graphs view for selected users and user groups in the Online Monitoring application.

Directory Template

Lists the database table fields to which the search in end-user applications is targeted

Directory Field

Contains items from which directory templates are created

Directory Group

Used for giving rights to the group

Presence Profile

An absence, presence or conference profile that defines how inbound calls are handled when an appropriate profile is selected.

Script

A step-by-step questionnaire that gives agents guidance during customer conversations.

Customer Consent

Rights to this object type enable managing customer consents in System Tools > Customer Consents. This object type is not included in any role by default but User Administrators can grant right to this.

Callback

The right enables users to handle callbacks in Communication Panel.