Activate Your Phone and Integrate with Amazon Connect

Now, it's time to activate the phone in Service Console.

Activate Console Phone

To use the Contact Control Panel (CCP) in Service Console, you need to activate the console phone as a utility.

  1. In Setup, enter app manager in the Quick Find box, then click App Manager.
  2. Next to Service Console, click the dropdown menu, and click Edit.
  3. In the Edit App screen, click Utility Items (Desktop Only) in the upper navigation bar.
  4. Then, click Add Utility Item.
  5. From the list of components, click Open CTI Softphone.
  6. Click Save.
  7. Then, click Navigation Items in the App Settings pane.
  8. Add AC CTI Adapters to Selected Items and move it to the top.
  9. Click Save, then click the back arrow.

Add Amazon Connect CTI to Service Console

There are just a few more things to do, to integrate your call center.

  1. Navigate to Service Console. You may get a pop up message saying that your adapter isn't configured. This is OK. You'll configure it soon.
  2. Select the AC CTI Adapters from the navigation menu.
  3. If Recently Viewed is selected, click the dropdown and select All.
  4. Click ACLightningAdapter.
  5. Update the record to refer to your Amazon Connect instance.
    1. Amazon Connect Instance: your instance alias
      1. If you need to retrieve your Amazon Connect Instance alias, toggle back over to your AWS console and log in with your admin credentials. Enter amazon connect in the Find Services search bar and click Amazon Connect, and find your instance alias in the first column of your instances list.
    2. Call Center Definition Name: ACLightningAdapter
    3. Check the boxes next to Softphone Popout Enabled and Presence Sync Enabled.
  6. Leave the rest as default and click Save.

Retrieve a Phone Number

While you’re in the playground, retrieve a phone number from your contacts that you can test.

  1. Navigate to Service Console.
  2. Select Contacts from the navigation menu.
  3. Set the list view to All Contacts.
  4. Open a contact that has a phone number.
  5. Copy the contact’s phone number and save it for later.

Now it’s time to integrate with Amazon Connect.

Ensure Cross-Domain Access

Head over to AWS. Ensuring cross-domain access is a security precaution where you put your Salesforce org on the Amazon Connect instance access list. Find more information in Amazon Connect Streams documentation. Switch back over to the AWS Console and log in with the email address you used for your AWS credentials if you haven't already.

  1. Navigate to Amazon Connect and click your Instance Alias.
  2. On the left-hand pane, click Approved origins.Amazon Connect instance page in AWS Console with Approved origins highlighted by a red box and arrow
  3. In the main pane, click Add origin.
  4. Paste your Trailhead Playground URL.
  5. Click Add. The approved origin should look like the following:
  6. Click Add origin again and add your AC_LightningAdapter Preview URL, removing everything after .com. This time, the approved origin should look like:
  7. Click Add origin once more and add your domain. The approved origin should look like this:

Good job! You’ve built the call center integration. If you open the phone from Service Console, you should see the CCP open and that you can click the phone number from the account record you just made.

If you leave and return to your Trailhead Playground org after some time, you may be prompted to log in to Amazon Connect through the phone utility. In this case, you can use your Amazon Connect admin credentials to access the CCP.

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