DiscoverInforms administrators of new features, improvements, and corrected defects in the new release
What’s new 25Q1Informs administrators of new features, improvements, and corrected defects in the previous release
What’s new 24Q4Informs administrators of new features, improvements, and corrected defects in the previous release
What’s new 24Q3Informs administrators of new features, improvements, and corrected defects in the previous release
What’s new archiveCollects What's new documents from older releases
Service description
Describes the software and services a customer receives when purchasing the Sinch Contact Pro system
Security guideAssists DPOs in securing their Sinch Contact Pro system
Disaster recovery planDescribes the plan of action in case the Sinch Contact Pro service is severely affected or destroyed
Release schedulePresents the planned release schedule of Sinch Contact Pro cloud
Reporting and monitoring data replicationGives an overview of the reporting and monitoring data replication feature
Reporting data examplesDescribes reporting data with conversation handling examples to help out when using the data replication feature
Best practices and functional resilienceCollects ways to achieve optimal use of your contact center and describes error situation handling
ConfigureInstructs administrators in setting up channels (calls, email, chat, social media), configuring users, queues, and integrations
System ConfiguratorInstructs administrators comprehensively in setting up Sinch Contact Pro applications and features
Operation guideDescribes prerequisites and steps required on workstations when starting to use Sinch Contact Pro applications
Email integration with Microsoft 365Instructs in using OAuth for authenticating requests when fetching emails from Microsoft 365 mail server
IVR development guide
Extends the instructions available in the System Configurator guide on creating IVR applications
Reporting data guide
Describes the contents of the reporting database for Sinch Contact Pro to help out when implementing a reporting solution
Monitoring data guide
Describes the contents of the monitoring database for Sinch Contact Pro to help out when using the monitoring data replication feature
Disruption managementDescribes the disruption management feature in Sinch Contact Pro and instructs in setting it up
E911 emergency location guideInstructs in configuring and using the emergency location feature in the US, Canada, Puerto Rico, and US Virgin Islands
Preferred and required agentDescribes the preferred and required agent features in Sinch Contact Pro and instructs in setting them up
Voicemail IVRDescribes the custom voicemail IVR feature in Sinch Contact Pro and instructs in setting it up
Communication Panel loggingInstructs in setting the log level for Communication Panel and accessing and saving logs for troubleshooting
Prompt managementDescribes how prompts are used and instructs in configuring them
Task managementDescribes what tasks are in Sinch Contact Pro and how you can use them
UseInstructs agents in using Communication Panel, a web-based application for managing customer conversations in Sinch Contact Pro
DashboardInstructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Dashboard application
Monitoring and reportingInstructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Online Monitoring application, and describes different reports available in the SAP BusinessObjects application on Communication Panel agents, queues, volume, scripts and outbound campaigns
Standard reports guide
Describes the columns used in reporting and explains how service level is calculated
IntegrateInstructs in accessing Sinch Contact Pro core functionalities
User rights for RESTful interfaces (RIs)Lists required rights for using RIs
Chatbot integration typesPresents the options for integrating a chatbot into Sinch Contact Pro
Integration samples
Shows a collection of integration samples in GitHub
Integrate Communication Panel with your web applicationInstructs in using Sinch Contact Pro's standard client-side integration model for enriching your web application with Communication Panel's omnichannel capabilities
Integrate Sinch Contact Pro with your web servicesInstructs in integrating Sinch Contact Pro with internal and external web services based on conversation events by using the event-driven integration (EDI) framework
OData serviceInstructs in reading Sinch Contact Pro reporting tables using OData