System Configurator

Threshold Values

It is now possible to define critical and warning level for service level. The settings are in Queue Management > Queues > Threshold Values for Queue Statistics. For more information, see Configuring Threshold Values for Queues.

Script Opening Type

It is now possible to define when a script is opened in Communication Panel. The settings are in Queue Management > Creating Queues > Entering Basic Information for Queues. For more information, see Entering Basic Information for Queues.

Email Template Attachments

Communication Panel now supports one or multiple attachments for email templates. The attachment settings are in Queue Management > Reply Templates and Their Folders > . For more information, see Managing Reply Templates.

New Import/Export Items

There are two new import/export options in SC: roles and user group hierarchy. Roles will import/export role name and description. User group hierarchy imports/exports user group name, user group description, the name of the parent user group of the imported/exported user group, and the role of the user group. For more information about importing and exporting data, see System Tools.

Saving User

When you save a user without defining user settings template, extension number, user group or role, you are now prompted to add this information in a separate dialog window.

Adding Extension Number

When you add a new user, it is now easy to pick a number for the user. Choose the plus (+) icon in the Number field and the system finds the next free number and adds it to the field automatically. Note that this function works only when there are subranges in the system.

New Services

Two new service types, Sinch SMS and Sinch WhatsApp, are now offered as messaging services in System Management > Messaging Services.

New IVR Element

There is a new variable element in IVR: setobcallresult. This is used with Queue Dialer in predictive Outbound campaign calls. Set the IVR number in Outbound Management > Campaign > Basics > Custom IVR Number.

Changed Settings

The minimum value of the user setting Time Busy After Accepting Chat has been changed, and it now accepts also 0.

New Outbound Setting

There is now a setting in Outbound Management > Campaign > Call Schedule with which you can keep the campaign open although all customers have been handled: Keep Campaign Open when All Customers Have Been Handled.

New Dialer Setting

As queue calls are generally offered on the principle of the longest waiting time, it is now possible to prioritize predictive campaign calls by using the advanced parameter PredictiveCallExtraTime in Outbound Management > Dialers > Parameters. This adds seconds to the call prioritizing it.

New attributes for say-as element

It has been made possible to define data type, gender, and declension for the VoiceXML say-as element as Python expressions. This means you can now either select the value in the IVR editor for the respective attribute as before from drop-down fields Data Type, Gender, and Declension, or specify the expression in fields Declension Expression, Gender Expression, and Data type Expression.

HTML Support for Email Prompts

Email prompts are now sent in HTML format. You can add, for example, hyperlinks and links to images as email prompt content. Create prompts in Queue Management > Prompts.

Note: If you are already using automatic responses to emails, you must adjust your email prompt templates to ensure that the responses continue to be in a correct format.

Picklist

You can define which view (Picklist, Queues, or Conversations) is the agent's focus view. This is configured in User and Role Management > User Settings Template > Communication Panel Settings. By default, the setting Enable Picklist View is selected allowing you to change the default focus view which is Queues.

Password Requirement

It was possible to create a user in System Configurator, via Restful Interface or the import function, with no password. When this user signed in for the first time, the system prompted the user to change the password. This is no longer supported. If a user tries to sign in to the Sinch Contact Center applications without a password, the login fails.