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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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.

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Operation Guide –Version 2102 (February 2021)
•For troubleshooting, you can set the application in the debug mode: open it in the
address https://prod-[eu/us depending on your
region].sapcctr.com/<Tenant Name>/ecf/[software
version]/communicationpanel/?sap-ui-debug=true. Note that the
application starts slow in debug mode.
Browser's Log Tools
Browser’s Console log stores additional information on certificates and on how
specific UI components are loaded. Correspondingly, Network log stores similar
information about accessing Sinch Contact Center system. To access these logs,
press F12 and choose the correct tab, Network or Console.
When an error is repeatable, open the log first, and then repeat the procedure that
caused an error.
Once done, press Ctrl+A, then Ctrl+S and save the log to a file.
2.1 Jabra Headset
The prerequisites for using Jabra headset controls, such as answer, hang up and
mute, in Communication Panel
Prerequisites
To use Jabra headsets for call handling:
•Use Google Chrome browser with Windows or Mac operating system.
•Download native Chrome-host v.2.0 from Jabra Browser Integration.
•Obtain Jabra Browser Integration Extension v.2.1.0 or higher from Chrome Web
Store.
•Install Jabra Direct software on the workstation from Jabra website.
•Choose Jabra as Audio Device Brand in the Communication Panel settings.

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Operation Guide –Version 2102 (February 2021)
Supported Devices
According to Jabra, the adaptation supports all professional Jabra headsets and
Jabra speakerphones meaning the Jabra Evolve series, the Jabra Pro series, the
Jabra Biz series, and the Jabra Speak series. The following Jabra devices with
Communication Panel have been verified:
Model
Firmware
Comments
Engage
50
1.25.0
With Engage Link (firmware 1.22)
Evolve 20
3.7.0
Evolve 40
With Evolve Link (firmware 3.10.3)
Evolve 65
2.72.2
With Link 370 BT (firmware 1.50.0)
Evolve 75
2.10.0
With Link 370 BT (firmware 1.48.0)
Evolve2
40
1.15.0
MS Teams features not supported
Evolve2
65
2.3.9
With Jabra Link 380 BT (firmware 1.6.6) MS Teams features
not supported
Pro 9470
4.7.0
Engage
65
4.2.0
Engage
75
4.2.0
Link 950
1.29.0
Tested with Evolve 65 and was not connected to deskphone
2.2 EPOS Sennheiser
The prerequisites for using EPOS Sennheiser headset controls, such as answer,
hangup and mute, in Communication Panel
Prerequisites
To use these headsets for call handling:

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
•Use Google Chrome, Firefox or Opera browser with Windows or Mac operating
system.
•Install EPOS Connect software on the workstation.
•Define Contact Center as the default softphone in EPOS Connect.
•Choose EPOS | SENNHEISER as Audio Device Brand in the Communication
Panel settings.
Supported Devices
Headsets are tested with the firmware version mentioned in the table. Use this
version or later. Version can be checked and upgraded via EPOS Connect software.
Model
Firmware
SC 1x5
44.05.18.18
SC 160
44.05.18.30
SC 635
15.08.89.89
SC 660
15.08.89.89
SC 665
15.08.89.89
SP30
4.5.36
DW Pro1
169

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
3Supervisor Dashboard
As an administrator, you need to configure user rights for Supervisor Dashboard
users.
1. Go to System Configurator > User and Role Management > User Groups.
2. Create supervisor or team leader user groups according to the instructions in the
System Configurator document but do not add any role to the group.
You can also add rights directly to a user but for easier rights and user
management, we recommend to add rights via user groups.
Make sure the users have user settings template defined.
3. In the User Rights assignment block, add the following rights and then save and
close.
Object Type
Access Level
Directory Group
View
Presence Profile
View
Queue/Queue Group
•View
•Manage contact history
•Statistics summary
•Statistics details
Skill
View

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
Object Type
Access Level
User/User Group
•View
•Modify
•Manage presence
•Manage contact history
•Statistics summary
•Statistics details
•Log on agents to queue/log off agents from queue
Supported Browsers
Supervisor Dashboard can be used with Chrome and Firefox. It is recommended to
use the latest version.

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)
4Online Monitoring
Prerequisite Software
Microsoft Windows 7 or 10 operating system; Internet Explorer11.
To enable monitoring:
•In System Configurator, define for the user appropriate access rights for example
for certain queues. We recommend defining rights using appropriate roles and
groups.
•Statistics Summary: This option means that a user can see aggregated
summary statistics for agents and queues, such as how many calls agents are
handled today, or how many calls has arrived to queue today.
•Statistics Detail: This option means that a user can see detailed statistics for
agents and queues, such as the Contact View. Summary rights are included in
these rights.
•Adjust the following IE Settings:
•Add URL of the Monitoring application to Sites list of Trusted or Local Intranet
sites and modify corresponding zone’s Custom settings:
•Initialize and script ActiveX controls not marked as safe for scripting:
Enable
•Use Pop-up Blocker: Disable

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Operation Guide –Version 2102 (February 2021)
5System Configurator
Prerequisites
Appropriate Java version is installed on the workstation. The supported version is Java 8.
Accessing
Sinch Contact Center support provides an URL for accessing SC. Enter your
credentials and click Log On.
Configuration Tasks
Superusers need to run the configuration tasks, such as:
•Configure user accounts and user groups.
•Configure queues and queue groups.
•Configure outbound call campaigns.
•Configure recording settings and storage for call recordings.
•Give user rights for running Data Protection Officer (DPO) tasks and managing
customer consents.

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Copyright © 2019 Sinch. All rights reserved. NDA Confidential.
Operation Guide –Version 2102 (February 2021)