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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. 

Summary of Contents for Engage 50 Stereo

Page 1: ...Operation Guide Version 2102 November 2021 sinch com...

Page 2: ...rved 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...

Page 3: ...g 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 fo...

Page 4: ...talled 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 Pan...

Page 5: ...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 appea...

Page 6: ...act 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 do...

Page 7: ...ith 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...

Page 8: ...tact 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 me...

Page 9: ...ng 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...

Page 10: ...1 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...

Page 11: ...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...

Page 12: ...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...

Page 13: ...12 Copyright 2019 Sinch All rights reserved NDA Confidential Operation Guide Version 2102 February 2021...

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