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Install the Amazon Connect CTI Adapter

Amazon Connect CTI Adapter for Salesforce

The world of telephony has changed significantly over the past decade. What used to take months to install, months to configure, and months to roll out can now be done in a fraction of the time. And it’s only going to get easier.

The Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce is one such example. It’s a simple process to receive incoming calls and make outgoing calls right from Salesforce. CTI Adapter provides a browser-based contact control panel (CCP) within the Salesforce Lightning, Console, and Classic CRM experience. This feature includes both inbound caller ID screen pop-ups and outbound click to call/transfer/conferencing.

Service console with "Connected" popup screen.

Create a Trailhead Playground

To complete this project, you need a free Trailhead Playground org. Choose Create a Trailhead Playground from the dropdown menu at the bottom of this page (login required).

Note

Note

Important: Even if you already have a Trailhead Playground, create a new one for this project.

When your playground is ready, click Launch to open it in a new browser tab.

Installing the CTI Adapter

To install the CTI Adapter in your Trailhead Playground, you need your Trailhead Playground username and password. If you don’t know what they are, the Trailhead Playground Management module tells you how to find your username and reset your password.

1. In Setup, navigate to the Amazon Connect CTI Adapter listing on the AppExchange.

Amazon Connect CTI Adapter app listing.

2. Click Get It Now.

3. When prompted to log in to Salesforce, log in with your Trailhead Playground username and password.

4. Click Install in Production.

5. Agree to the terms and conditions, then click Confirm and Install!

If prompted to log in again, use your Trailhead Playground credentials.

1. Select Install for All Users, then click Install.

Amazon Connect installation screen with "Install for All Users" selected

2. Click Done.

Note

Note

In a typical business scenario, you install for specific profiles to control who can use the CTI Adapter.

Great work. You installed the Amazon Connect CTI Adapter in your Trailhead Playground. But we’re not quite ready to place calls. In the next step, we connect our CTI Adapter to our Amazon Connect instance.

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