Home
Installing
When the prerequisite software has been installed, Sinch Contact Pro software packages can be installed with the IA tool.
Communication Panel
Communication Panel is a web-based application for managing customer conversations. It can be used for example with SAP Customer Relationship Management (SAP CRM).
Session Border Controller (SBC)

Installing
When the prerequisite software has been installed, Sinch Contact Pro software packages can be installed with the IA tool.
- Installing Infrastructure Administrator (IA)
- Creating HAC Nodes and Starting HAC Services
- Installing Databases
- Installing Virtual Units
  We recommend installing virtual units with the software contents defined in templates, as planned in the chapter Planning.
- Removing Software from Installed System
- Installing Alarm Server
- Installing Reporting for MS Reporting Services
  Installation order and procedure of MS Reporting Services
- Installing Reporting for SAP BusinessObjects
  Installation order and process of SAP BO reports
- File Replication Server
- Embedded Communications Framework (ECF)
  ECF is a platform for the following Sinch Contact Pro user interfaces: Communication Panel, Dashboard, Visitor Chat Configurator, and Data Protection Officer (DPO) Tool.
- Installing Sytel Dialer for Outbound Campaign
- Installing RESTful Interfaces
  Installation procedure for the RESTful Intefaces (RI) package
- Installing Universal Queue
  The Universal Queue package was removed from the product in FP18.
- Setting Up Monitoring with SAP Business Objects (BO)
  Sinch Contact Pro users can view monitoring data with SAP BusinessObjects (BO).
- Enabling SC Web Access
- Communication Panel
  Communication Panel is a web-based application for managing customer conversations. It can be used for example with SAP Customer Relationship Management (SAP CRM).
  - Session Border Controller (SBC)
    - Configuring SBC
    - Configuring Sinch Contact Pro for SBC

Session Border Controller (SBC)

Sinch Contact Pro needs an external SBC system to translate incoming Communication Panel traffic from WebRTC to SIP. For handling that SIP traffic, Sinch Contact Pro needs a dedicated SIP Bridge module.

Call and signaling flow and different traffic types are described in the following image. RTP and SIP traffic between Sinch Contact Pro and SBC can be encrypted with Sinch Contact Pro. It is your responsibility to encrypt traffic between the SBC and the agent, as well as between the SBC and the SIP trunk.

The image below shows the traffic between the components in more detail.

An agent logs in to Communication Panel.
Communication Panel receives SBC address and SIP identity.
Communication Panel sends a SIP REGISTER message.
SBC creates a new SIP REGISTER message with the SIP identity to the received SBC address.
WebRTC SIP Bridge sends the received REGISTER message to Agent Server.
If the authentication is successful, Agent Server informs WebRTC SIP Bridge.
WebRTC SIP Bridge sends a 200 OK for REGISTER message to SBC.
SBC sends the message to Communication Panel.