Tenant configuration

Tenant configuration can be done by Sinch, an approved Sinch implementation partner, or a trained customer representative. Configuration services are not included in tenant provisioning.

Customer tenant configuration must have a nominated coordinator, who can be a representative of the implementation partner or customer. The coordinator acts as a contact point for Sinch during the tenant configuration phase.

The following sections give examples of tasks implemented in the tenant configuration phase.

SIP trunk

Configuration of a SIP trunk endpoint on Sinch Contact Pro is requested by creating service request in Sinch support portal.

Numbering

Extension numbers are mandatory for all users, even if voice channels are not used. The customer can freely define the internal number range within their Sinch Contact Pro tenant. The internal number range can be divided into sub-ranges.

The customer is responsible for maintaining the obligatory emergency number location data registry (for example E911) to enable connecting emergency calls correctly. Lawful interception (allowing law enforcement agencies to listen in on an individual as a legal obligation) is the customer’s telephone company's responsibility.

Configuring Sinch Contact Pro

The main functionalities to be defined during the tenant configuration phase are:

  • Email servers:
    • IMAP for incoming emails
    • SMTP for outgoing emails
  • Users and roles: Telephone numbers, directory information
  • Inbound calls:
    • Queues (overflow, max. waiting time, priority, queue size)
    • Queue numbers
    • Skill-based routing
    • IVR menus
  • Email and messaging channels
  • Chat and chatbots
  • Outbound calls
  • Reporting: Standard and customized reports
  • Call recording: Recording rules
  • Data retention

System Configurator (SC) settings are the customer’s responsibility, with some limitations such as system services and call switching, which are done only by Sinch.

Testing and go-live

The customer or implementation partner is responsible for testing the final configuration of functionality such as profiles, user rights, voice menus, queues, directory, and calls directed to emergency telephone numbers. The customer shall reserve enough time for testing and correction of defects.

The customer shall provide a detailed go-live schedule to Sinch at least two weeks before go-live. In case the customer requires specific go-live support, that shall be agreed separately with Sinch.