What’s new

Informs administrators of new features, improvements and corrected defects in the new release

Master guide

Introduces Sinch Contact Pro

Best practices and functional resilience

Collects ways to achieve optimal use of your contact center and describes how the system handles error situations

Installation guide

Describes how to install Sinch Contact Pro

Infrastructure Administrator

Instructs in setting up, monitoring, and logging Sinch Contact Pro

Operation guide

Describes tasks required during operation phase of Sinch Contact Pro, such as logging, periodic tasks, and software change management

Compatibility list

Lists software and hardware requirements and recommendations

Security guide

Assists DPOs in securing their Contact Center system

System Configurator

Instructs administrators comprehensively in setting up Sinch Contact Pro applications and features

Client workstation guide

Describes prerequisites, security settings and steps required on workstations when taking Sinch Contact Pro applications into use

Email integration with Microsoft 365

Instructs in using OAuth for authenticating requests when fetching emails from Microsoft 365 mail server

IVR development guide

Extends the instructions available in the System Configurator guide on creating IVR applications

Reporting data guide

Introduces Sinch Contact Pro reporting system data members to help out when implementing a reporting solution

Reporting data examples

Describes reporting data with conversation handling examples

Feature documents

A collection of feature documents covering a range of topics

Communication Panel

Instructs agents in using Communication Panel, a web-based application for managing customer conversations in Sinch Contact Pro

Dashboard

Instructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Dashboard application

Monitoring and Reporting

Instructs agent team leaders in monitoring Communication Panel agents, queues and service levels in the Online Monitoring application, and describes different reports available in the SAP BusinessObjects application on Communication Panel agents, queues, volume, scripts and outbound campaigns

Standard reports guide

Describes the columns used in reporting and explains how service level is calculated

IP desk phones

Instructs in using IP desk phones in Sinch Contact Pro

API documents

A collection of API documents covering a range of topics

User rights for RESTful interfaces (RIs)

Lists required rights for using RIs

Chatbot integration types

Presents the options for integrating a chatbot into Sinch Contact Pro

Integration samples

Shows a collection of integration samples in GitHub

Integrate Communication Panel with your web application

Instructs in using Sinch Contact Pro's standard client-side integration model for enriching your web application with Communication Panel's omnichannel capabilities

Integrate Sinch Contact Pro with your web services

Instructs in integrating Sinch Contact Pro with internal and external web services based on conversation events by using the event-driven integration (EDI) framework

Previous on-premise release documentation

FP20 documentation
FP19 documentation
FP18 documentation
FP17 documentation