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Test the Amazon Connect CTI Adapter

Understanding Your Amazon Connect Instance Dashboard

Now that your integration is complete, you can start realizing the benefits of Salesforce and Amazon Connect. Let’s take a quick tour through the Amazon Connect dashboard. Using your Amazon Connect access URL, log in to your Amazon Connect instance using the Administrator credentials.

The dashboard displays guides for a number of features. You can configure those at your leisure, so for now, click Hide the guide. You now see the BasicQueue metrics.

Screenshot: Amazon Connect Dashboard

This is the queue created by default, and it’s the one you encountered when you first tested the incoming capability of your instance. You can add other queues by clicking Configure . You can also change performance metrics and time ranges specific to your business requirements.

On the navigation bar to the left, you find three menus: Metrics and quality, Routing, and Users.

Metrics and quality provides real-time and historical metrics. You can also look up metrics for specific users. Routing allows you to change how your contact center works, from call flow to queues. Users  gives you the ability to create profiles, users, security, and status.

Call Flow in the Salesforce Service Cloud CRM

Amazon Connect provides the telephony services used by the call center profile in Salesforce Service Cloud. These services allow you to place outbound phone calls and receive phone calls directly in Salesforce.

In your Salesforce org, click the App Launcher, then select Service Console. View any contact. At this point, you can leverage the click-to-call capability when you press the icon or number. Look for the phone icon next to the phone number.

Screenshot: Service Console screen.

Placing an Outbound Phone Call

In your Salesforce org, create a new account with a phone number where you receive calls, such as your mobile number.

1. From the Service Console, click the down arrow to the right of Service Console in the navigation bar and select Accounts.

2. In the upper-right-hand corner of the Accounts tab, click New.

3. Enter an Account name.

4. Enter a Phone Number where you receive calls, such as your mobile phone number.

5. Click Save.

On the account page that appears, you see a phone icon next to the phone number. Note: It may take 15-20 minutes for the icon to propagate. If the phone widget shows an error, wait and refresh the page later.

Screenshot: Service console with softphone in Outbound call mode.

Place a Call in the Service Console

1. Click the phone number for the account to make an outbound call. The CCP is the same one you used in the Amazon Connect configuration, providing you with a simple and consistent interface.

2. Answer the phone call and make sure it’s connected.

3. Click End Call.

Once you complete the call, the Amazon Connect CCP goes to AfterCallWork status, where the agent can perform follow-up activities, such as logging the call. The agent clicks Set to Available after completing these activities to take more calls.

Screenshot: Service console with softphone in AfterCallWork mode.

Receiving an Inbound Phone Call

The most important aspect of any contact center is call handling, and Amazon Connect is very efficient at handling calls. If an available agent receives a call, the Amazon Connect CCP appears and opens any records that match the caller ID.

Let’s test receiving an incoming call.

1. In the CCP, click Set to Available.

2. From another phone, place a call to the phone number you configured for your Amazon Connect instance. Follow the voice prompt and press 1 to be placed in queue.

3. Back in the console, click the green button to accept the call.

Once connected, click End Call.

Screenshot: Service Console with softphone in Inbound Call mode.

That’s a Wrap!

Congratulations! You set up a call center with Amazon Connect and Salesforce Service Cloud. During this project, you learned:

  • How to set up and configure Amazon Connect.
  • How to set up and configure a Call Center in Salesforce with Amazon Connect.
  • How to use the Contact Control Panel in Salesforce.

Now you can dive deeper into your configuration and build out your custom call center using Amazon Connect, Salesforce Service or Sales Cloud, and the Amazon Connect CTI Adapter.

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