Jabra Engage 50 Stereo User manual

Operation Guide

Version 2102 (November 2021)

sinch.com

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

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.

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.

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

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.

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.

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

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

1.15.0

MS Teams features not supported

Evolve2

2.3.9

With Jabra Link 380 BT (firmware 1.6.6) MS Teams features

not supported

Pro 9470

4.7.0

Engage

4.2.0

Engage

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:

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

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

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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