System Configurator (SC)

System Configurator (SC) is a tool for configuring both on-premise and cloud versions of the contact center software.

Some features in SC only affect applications used in the on-premise version of Sinch Contact Pro or for other reasons are not available in the cloud version of Sinch Contact Pro, or vice versa. For example, the end-user application Communication Desktop (CDT) is only used in the on-premise version. Before changing any configuration, make sure the feature is in use in your software, system, and applications.

Users with the Superuser role manage settings such as user accounts, queues, and outbound call campaigns. System-level settings are managed by Sinch.

The System Configuration table below lists the links and descriptions of the administration and configuration items. Documentation links to other functions such as personalizing the user interface and copying and deleting items are given in the table General Functions.

Table 1. System Configuration

User Interface Area

Used for

System Services

Configuring the system-wide settings of the following functions that define, for example, file locations and IVR numbers:

  • Voicemail

  • External agent

  • Communication Mobile Client

  • Conference IVR number

  • Recording

  • E-mail

  • SMS messages

  • Batch Job Server

  • IP desk phone

  • Queue callback

  • Prompt file location

Some of these functions can be further configured at the queue and user level.

System Management

Defining:

  • The system’s number ranges for queues, users, voicemail, and IVRs

  • The system’s password and session policies

  • Links between different modules

  • Settings at the channel and contact center level

    The contact center block includes, for example, the setting to define how often end-user applications receive updated configuration data. Users see this as a message that prompts them to reload the application.

    Most of the channel settings can be further configured at the queue level.

  • The system’s language priorities.

Call Switching

  • Configuring trunks (gateways), switching routes, locations, and barring rules.

  • Managing global switching settings such as selecting codecs.

  • Defining Network Address Translation (NAT) usage.

  • Configuring secure RTP.

Reporting Management

Configuring data protection rules, data destinations, reporting groups, reporting specifications, statistics settings, and monitoring templates.

Scripting Management

Creating scripts for:

  • Outbound campaigns

  • Inbound queues

  • Callback queues.

Directory Management

  • Creating directory templates and fields used in Communication Panel (CP).

    The system contains default directory fields and templates.

  • Assigning rights for directory groups created in Communication Panel (CP).

Presence Management

  • Creating new profiles.

  • Defining the numbers for built-in IVRs.

Queue Management

Creating:

  • Queues and queue groups

  • Calendars and schedules

  • Prompts and prompt files

  • Skills

  • Reply templates used in e-mails and chat sessions.

IVR Management

Creating and managing custom IVRs.

Outbound Management

Setting up an outbound campaign.

User and Role Management

  • Creating users, user roles, user groups and settings templates that define end-user application settings, and updating settings of multiple users simultaneously with the update wizard.

    The system contains default user roles for administrators and end users.

  • Managing user rights.

System Tools

  • Importing and exporting data.

  • Defining Microsoft Active Directory import.

  • Viewing details and results of import and export jobs.

Table 2. General Functions

Function

Description

Getting Started

Explains how to access and exit SC.

User Interface

Describes:

  • The user interface elements and icons.

  • How to personalize the user interface (language, style, log level, the number of displayed search results).

  • How to save search criteria for objects such as users, queues, campaigns, and templates.

Basic Functions

Explains how to:

  • Copy, delete, and search for objects in the system.

  • Add object names and descriptions in supported Sinch Contact Pro languages.

System Activities and Messages

Describes:

  • Situations in which changes require the restart of a module or an application to become effective.

  • How to reload the user interface.

  • How to activate session tracing.

  • Error messages that may appear on the user interface.

Note:

Your application may appear different from the screenshot examples used in this document due to the language and version used.