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Finalize Single Sign-On and Test the Softphone

Add Your SSO and Relay URLs to the CTI Adapter Record

  1. Click App Launcher to open the app launcher, then find and click Service Console.
  2. Select the AC CTI Adapters object from the navigation bar dropdown.
  3. Select ACLightningAdapter from the list.
  4. Add the SSO URL and SSO Relay State. What are these and how do they work? Let's break it down.
    1. SSO URL—this is a portion of your IdP-Initiated Login URL up to "login". It should look like this: https://<YOURDOMAIN>-dev-ed.my.salesforce.com/idp/login
    2. SSO Relay State—this is a mix of several elements:
      1. The app reference from your IDP-Initiated Login URL, which looks like app=1234567890abcd
      2. The relay append, which looks like &RelayState=https://console.aws.amazon.com/connect/federate/<YOURINSTANCEIDHERE>?destination=%2Fconnect%2Fccp
      3. In the end, the SSO Relay State should look this this: app=1234567890abcd&RelayState=https://console.aws.amazon.com/connect/federate/<YOURINSTANCEIDHERE>?destination=%2Fconnect%2Fccp
    3. This is complex. So, double-check that you've populated your domain in the SSO URL correctly, and that the SSO Relay State contains the correct app reference and your Amazon Connect instance ID.
  5. Click Save.
  6. Then, refresh your browser for these changes to take effect.

Combined, the SSO URL and Relay State tells your call center to authenticate the softphone using your connected app and Amazon Connect.

Create an Account You Can Call

Create a new account with a phone number where you receive calls, such as your mobile number.

  1. From the Service Console, click the disclosure 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 and phone number.
    1. Enter a phone number where you receive calls, such as your mobile phone number.
  4. 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 a minute or two and then refresh the page.

Service console with softphone in Connected call mode.

Setup is complete! You’re ready to test.

Test Your Telephony, Now with SSO

  1. Click phone utilityat the bottom left of the console. It will ask you to Sign Into CCP. Click the button and watch SSO in action—the Amazon Connect CTI Adapter for Salesforce should automatically log in! Now, every time you sign into Service Console, the phone will automatically log in with Amazon Connect.
  2. Open the account you set up in Build an Amazon Connect Integration. It should have the phone number you use to take calls. If you can't find that record, go ahead and make a new one with your phone number.
  3. Click the phone number to make an outbound call.
  4. Answer the phone call and make sure it’s connected.
  5. Click End Call.

Once you complete the call, the Amazon Connect Contact Control Panel (CCP) goes to AfterCallWork status, where you can perform follow-up activities, such as logging the call and follow-up tasks. Click Clear contact after completing any activities to mark your status as Available, ready to take more calls.

Service Console with CCP open in After call work mode

Receive an Inbound Phone Call

The most important aspect of any contact center is call handling, and Amazon Connect is 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, make sure your status is set to Available.
  2. From another phone, place a call to the phone number you configured for your Amazon Connect instance.
    1. Follow the voice prompt and press 1 for an agent.
    2. Press 1 to move to the front of the queue.
    3. Press 1 once more to be connected.
  3. Back in the console, click check mark button to accept the call.
  4. Once connected, click End Call.

Service Console with CCP open in Incoming call mode

You used Salesforce Identity to set up single sign-on with Amazon Connect. That's no small feat. Congratulations!

Release Your Phone Number Back to AWS

You're almost finished. For this project, you claimed a phone number that is free for a specific period of time. To ensure you don't get charged in the future, release it back to AWS.

  1. Log back in to AWS at https://aws.amazon.com/
  2. Navigate to Amazon Connect by entering amazon connect in Find Services.
  3. Click on your Amazon Connect instance.
  4. Then click on the Emergency access link, this takes you directly into your Amazon Connect instance with root user permissions.

AWS console open to Amazon Connect instance, with Emergency access log in link highlighted by a red box and arrow

To release the phone number, you first have to remove it from BasicQueue.

  1. In your Amazon Connect instance, click Routing, then Queues.
  2. Select BasicQueue.
  3. Under Outbound caller ID number, click x next to your claimed phone number to remove it.
  4. Click Save.

Now, you're ready to release the phone number.

  1. Click Routing, then Phone numbers.
  2. Check the box next to your claimed phone number.
  3. Click Release.
  4. Then, click Remove.

You should now have no phone numbers related to your Amazon Connect instance.

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