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Configure a Salesforce Call Center

Configuring the Amazon Connect CTI Adapter

In this step, we switch between AWS and Salesforce, so keep both environments open and active in different tabs in your browser.

Configuring Your Call Center

Let’s connect our call center to our Amazon Connect instance. We need some specific information from the Amazon Connect instance we created in the first step, so make sure you have that instance handy.

1. The package you installed in the previous step created a call center in Salesforce. If you’re not already on the Amazon Connect CCP Adapter page in Salesforce, navigate there. In Setup, enter Call in the Quick Find box, click Call Centers, click Continue, then click into your new call center, Amazon Connect CCP Adapter Lightning.

2. Click Edit.

3. Check that Salesforce Compatibility Mode is Lightning.

4. In the Amazon Connect CCP URL field, replace yourinstance with your Amazon Connect instance name. This is the value you entered in the Create Your Amazon AWS Account step of this project.

5. If you selected a country other than United States when you created your AWS account, edit the Phone Number Formatting field, and change the NPF value from 1 to your country’s dialing prefix and the Country value from US to your country’s two-letter code.

6. Click Save.

Since you’ll be placing a call in this project, you need to add yourself as a call center user. This gives you the ability to see and use the phone icon and other features.

1. Click Manage Call Center Users.

2. Click Add More Users.

3. Set search criteria to find your own Salesforce user and click Find.

Call Center Search for New Users screen with First Name equals First Name highlighted with a red box.

4. Select your user, and click Add to Call Center .

Now let’s whitelist your Salesforce Visualforce domain within your Amazon Connect’s Application integration. This is a security precaution to ensure you allow cross-domain access to your Amazon Connect instance. Find more information about whitelisting on the Amazon Connect Streams documentation.

1. In Salesforce Setup, type visual into the Quick Find box, then click Visualforce Pages.

2. In the Name column, click the link that ends in “_Lightning_2” where the Namespace Prefix is amazonconnect.

Visualforce Pages in Setup with ACSFCCP_Lighting_2 highlighted with a red box.

3. Click Preview  and copy the URL from the address bar in your browser.

Now switch to the AWS Management Console tab in your browser. If you're still logged in with your agent credentials, log out and log into AWS again ( with your admin username and password.

1. Navigate to Amazon Connect (under Customer Engagement in All Settings), and click your Instance Alias (not the Access URL).

2. On the left-hand pane, click Application integration.

Amazon Connect Instance screen with Application integration link highlighted with a red box and arrow.

4. In the main pane, click Add origin .

5. Paste the URL, then remove everything after the https://*******

6. Click Add.

To use the Contact Control Panel, we need to make sure the console phone is active in the Utility Item. Switch back to your Salesforce playground org to continue.

1. In Salesforce Setup, enter app manager in the Quick Find box, then click App Manager.

2. Next to Service Console, click the down arrow, and click Edit.

Screenshot: Lightning Experience App Manager setup screen with "Edit" circled in red.

3. In the Edit App screen, click Utility Items in the upper navigation bar.

4. Next to Utility Items, click Add Utility Item.

5. From the list of components, click Open CTI Softphone.

6. Click Save.

Everything is now connected properly and your Salesforce and Amazon Connect instances can work together. The next step is where the real fun begins: testing the integration!