Communication Panel

This section instructs in setting up Communication Panel, which enables handling conversations, such as phone calls, emails, tasks and messages.

1. To enable proper communication with the Sinch Contact Pro service, make sure that all necessary ports are opened and workstations have a proper connection.

   For information about ports and protocols, see the Service Configuration document in https://docs.cc.sinch.com/cloud/index.html.

2. Make sure that:
   • There is a supported browser installed on the workstation.
   • Any browser add-ons have been disabled as they may affect Communication Panel functionality.
   • There is an appropriate audio device software installed on the client workstation.
   • Access to the URL sapui5.hana.ondemand.com is allowed as Communication Panel needs to load this library in order to work.
3. Create a company-wide policy to allow audio device use with Communication Panel.

   When users open Communication Panel for the first time, they should allow audio device use when prompted by the browser.

4. Disable Windows USB selective suspend.
   By default Windows tries to save electricity and follow the USB device activity. If the device has been inactive for a long period of time, Windows turns on sleep mode and Sinch Contact Pro will lose connection to the device. This causes problems when a call is allocated to a user. Therefore, we recommend disabling USB power save feature. Depending on the Windows configuration, there are two ways to do this.

   • Option 1: Go to Control Panel > Hardware and Sound > Device Manager > Universal Serial Bus controllers > USB Root Hub and deselect Allow the computer to turn off this device to save power.

     Repeat this for all USB root hubs.

     

   • Option 2: Go to Control Panel > Hardware and Sound > Power Options > Change plan settings > Change advanced power settings > USB settings and choose the power plan you have in use. Then disable the setting USB Selective suspend settings.

     

5. Check that sleep mode and memory saver mode are disabled in the browser.

6. If you want that the users see Windows notifications of incoming conversations, enable the notifications.
7. To enable conversation handling, define the following rights in System Configurator. We recommend defining the rights via appropriate user and queue groups.
   • To be able to handle conversations, users need View and Serve rights to the queues.
   • To see conversation history and details, users need Statistics Details and Manage Contact History rights to the queues.