What’s new 26Q1

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

What’s new 25Q4

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

What’s new 25Q3

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

What’s new 25Q2

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

What’s new archive

A collection of What's new documents from older releases

Release schedule

Presents the planned release schedule of Sinch Contact Pro cloud

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

Disaster recovery plan

Describes the plan of action in case the Sinch Contact Pro service is severely affected or destroyed

Best practices and functional resilience

Collects ways to achieve optimal use of your contact center and describes how the system handles error situations

Communication Panel

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

Mobile app

Instructs agents in using the Sinch Contact Pro mobile app

New Dashboard

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

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 prerequisites and steps required on workstations when starting to use Sinch Contact Pro applications

IVR development guide

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

Calendars and schedules

Instructs in defining opening hours for the contact center and queues

Call recording

Instructs in configuring and using call recording

Communication Panel logging

Instructs in setting the log level for Communication Panel and accessing and saving logs for troubleshooting

Disruption management

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

E911 emergency location guide

Instructs in configuring and using the emergency location feature in the US, Canada, Puerto Rico, and US Virgin Islands

Preferred and required agent

Describes the preferred and required agent features in Sinch Contact Pro and instructs in setting them up

Prompt management

Describes how prompts are used and instructs in configuring them

Task management

Describes what tasks are in Sinch Contact Pro and how you can use them

Voicemail IVR

Describes the custom voicemail IVR feature in Sinch Contact Pro and instructs in setting it up

These features are built on the orchestration layer, which means that they require some of the same configurations.

Call transcript and analysis

Instructs in configuring call transcription and analysis done with AI

Chat attachment upload to C4C

Instructs in configuring chat attachment upload to SAP Service Cloud (C4C)

API documents

A collection of API documents covering a range of topics

User rights for RESTful interfaces (RIs)

Lists required rights for using RIs

Chatbot integration types

Presents 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 application

Instructs 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 services

Instructs in integrating Sinch Contact Pro with internal and external web services based on conversation events by using the event-driven integration (EDI) framework

OData service

Instructs in reading Sinch Contact Pro reporting tables using OData

Email integration with Microsoft 365

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

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

Reporting and monitoring data replication

Gives an overview of the reporting and monitoring data replication feature

Reporting data examples

Describes reporting data with conversation handling examples to help out when using the data replication feature

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

Standard reports guide

Describes the columns used in reporting and explains how service level is calculated