Miscellaneous Improvements
New Prompt Language
Arabic is now available as IVR voice prompt language.
Online Integration Interface (OII)
OII now supports authentication with client-side certificate. Also logging has been improved.
Contact Identification Enhancements in C4C Integration
SMS interactions can now be searched with a phone number in C4C, and the results are displayed in the C4C notification area. For configuration, see the System Configurator document and the section Defining Settings for SAP Cloud for Customer Integration (C4C) in .
Sennheiser Headsets
Controls for Sennheiser headsets are now supported.
Global Extensions
Configuring global third-party extensions has been made possible. Global extensions are loaded on user login and available for the whole session. Note that global third-party extensions are hidden.
Digital Signatures to executable files
Digital signatures have been added to Sinch Contact Center executable files to enable installation in environments with Bitdefender antivirus.
New Performance Metrics for MRS and SBR
The following new counters have been added. For instructions on using performance metrics, see Operation Guide.
| Counter | Description |
|---|---|
| MRS_Active_Promps | Number of prompts that MRS is currently playing |
| MRS_HUBs_in_use | Number of MRS hubs that are currently in use for ongoing calls |
| MRS_Recordings | Number of recordings MRS is currently performing |
| Counter | Description |
|---|---|
| SBR_CurrentCalls | Number of current calls |
| SBR_CurrentIncomingCalls | Number of incoming calls currently ongoing |
| SBR_CurrentOutgoingCalls | Number of outgoing calls currently ongoing |
| SBR_RejectedIncomingCalls | Total number of rejected incoming calls since component restart |