Discover
What’s New

Informs administrators of new features, improvements and corrected defects in the new release

What’s New 21Q2

Informs administrators of the features, improvements and corrected defects in the previous release

Service Description

Describes the software and services a customer receives when purchasing the Sinch Contact Pro system

Security Guide

Assists DPOs in securing their Sinch Contact Pro system

Configure
Service Configuration

Instructs administrators in setting up channels (calls, email, chat, social media), configuring users, queues, and integrations

System Configurator

Instructs administrators comprehensively in setting up Sinch Contact Pro applications and features

Operation Guide

Describes tasks required during operation phase of Sinch Contact Pro, such as logging, periodic tasks, and software change management

MS365 Mail Server (OAuth User) and MS365 Mail Server (OAuth Server)

Instructs in using OAuth for authenticating requests when fetching emails from Microsoft 365 mail server

Facebook Messenger Integration

Instructs in integrating Facebook Messenger

IVR Development Guide

Extends the instructions available in the System Configurator guide on creating IVR applications

Disruption Management

Describes the disruption management feature in Sinch Contact Pro and instructs in setting it up

Use
Communication Panel

Instructs agents in using Communication Panel, a web-based application for managing customer interactions in Sinch Contact Pro

Supervisor Dashboard

Instructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Supervisor Dashboard application

Monitoring and Reporting

Instructs 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

Integrate
API documentation

Instructs in accessing Sinch Contact Pro core functionalities