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

Communication Panel

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

New Dashboard

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

Dashboard

This older Dashboard UI is offered as EOL in on-premise 2026; limited support is available as you transition to the New Dashboard experience.

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

IP desk phones

Instructs in using IP desk phones in Sinch Contact Pro

Calendars and schedules

Instructs in defining opening hours for the contact center and queues

Call recording

Instructs in configuring and using call recording

Chat attachment upload to C4C

Instructs in configuring chat attachment upload to SAP Service Cloud (C4C)

Communication Panel logging

Instructs in setting the log level for Communication Panel and accessing and saving logs for troubleshooting

Disruption management

Describes the disruption management feature in Sinch Contact Pro and instructs in setting it up

E911 emergency location guide

Instructs in configuring and using the emergency location feature in the US, Canada, Puerto Rico, and US Virgin Islands

Preferred and required agent

Describes the preferred and required agent features in Sinch Contact Pro and instructs in setting them up

Prompt management

Describes how prompts are used and instructs in configuring them

Task management

Describes what tasks are in Sinch Contact Pro and how you can use them

Video assistance

Describes the video assistance feature in Sinch Contact Pro and instructs in setting it up

Voicemail IVR

Describes the custom voicemail IVR feature in Sinch Contact Pro and instructs in setting it up

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

Reporting data examples

Describes reporting data with conversation handling examples to help out when using the data replication feature

Reporting data guide

Describes the contents of the reporting database for Sinch Contact Pro to help out when implementing a reporting solution

Standard reports guide

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

API documents

A collection of API documents covering a range of topics

User rights for RESTful interfaces (RIs)

Lists required rights for using RIs

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

FP21 documentation
FP20 documentation
FP19 documentation
FP18 documentation
FP17 documentation