Jabra Engage 50 Stereo User manual

Operation Guide
Version 2102 (November 2021)
sinch.com

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
Table of Contents
1 Introduction ........................................................................................................................................2
2 Communication Panel .......................................................................................................................3
2.1 Jabra Headset................................................................................................................................5
2.2 EPOS Sennheiser..........................................................................................................................6
3 Supervisor Dashboard.......................................................................................................................8
4 Online Monitoring ............................................................................................................................10
5 System Configurator........................................................................................................................11

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
1Introduction
This guide describes how to take Sinch Contact Center end-user applications into
use, and basic operation tasks.
For the basic installation and administration of your computer, its operating system
and other prerequisite software, refer to the documentation of the computer and
corresponding software.
Prerequisites
Before system services can be taken into use on client laptops, the services must be
ordered and configured according to the Service Configuration document.
Which Application for Which Task?
•Communication Panel enables handling conversations, such as phone calls,
emails, tasks and messages.
•Supervisor Dashboard gives Supervisors a realtime view to agents and
conversations.
•Online Monitoring is a legacy application for near-realtime monitoring.
•With System Configurator, superusers manage user accounts, configure queues,
campaigns and recording settings, and other business configuration.

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
2Communication Panel
To get started:
•Create a DNS address that points to Communication Panel, for example
phone.company.com. By default Communication Panel can be launched from
https://prod-[eu/us depending on your
region].sapcctr.com/<Tenant Name>/ecf/[software
version]/communicationpanel/ where software version can be one of
the following:
•Current version
•Previous version
•Latest, which always points to the latest version in use. To adjust the contrast,
go to User Menu > Settings > User Interface , and select the suitable theme.
•Make sure there is an appropriate browser installed on the workstation, see the
table below.
•Make sure there is an appropriate audio device installed on the client workstation,
and that the browser allows its usage.
•To enable using Communication Panel, superusers should use the user settings
template Communication Panel Agent when creating users in the System
Configurator tool.
The template provides the following mandatory settings:
•To enable handling chats: User and Role Management > Users > Contact
Settings > Multi-Chat Settings > Enable Multi-Chats.
•To enable handling emails: User and Role Management > Users > Contact
Settings > ECF Task Settings > Use ECF for E-Mail. Also make sure that the
value Maximum number of Simultaneous ECF Tasks is 1 to 6.
•To enable handling conversations, superusers need to define the following rights
in System Configurator. We recommend defining the rights via appropriate user
and queue groups.

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
•To be able to handle conversations, users need View and Serve rights to the
queues.
•To see conversation history and details, users need Statistics Details and
Manage Contact History rights to the queues.
Supported Browsers
Table 1: Supported Browsers
Conversation Type
OS Version
Browser
All conversation types
Windows
10
Google Chrome, Firefox, Opera, Edge
Chromium
MacOS
Google Chrome
It is recommended to clear the browser’s cache after upgrade of Sinch Contact
Center, or alternatively, use the browser’s incognito mode (in some browsers known
as private mode).
Troubleshooting
Error when changing password in the sign-in screen, or signing in for the first
time:
The error message password change failed; server error may appear if
entering and confirming the new password lasts too long. Restart signing in and
enter your password and confirmation within a minute.
In other error situations:
•Clear the browser’s cache.
•Make sure the browser allows using the microphone.
If the error persists and you need to contact support, you may be asked to enhance
the logging level and provide log files.
•To define the log level, click User Menu > Settings > Log > Log Level , and set it
to for example Debug.
•To download log files, click User Menu > Settings > Log > Download Log .
•The log file name is logfile.json, and it is saved to the default download
folder in the json format.