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 certain applications, for example CDT, or for other reasons are not available in Sinch Contact Center (cloud version), or vice versa. Before changing any configuration, make sure the feature is in use in your software, system and applications.

In Sinch Contact Center (cloud version), the users with the Superuser role can manage settings related to user accounts, queues and outboud call campaigns, only, other parts of the system are managed by the Operations group.

The System Configuration table below lists the links and descriptions of the administration and configuration items. The parts that are intended for Sinch Contact Center (cloud version) superusers are indicated with the blue color. 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 CDT. The system contains default directory fields and templates. Assigning rights for directory groups created in CDT.
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 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 Center 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 because of the language and version used.