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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. (You can also access your Amazon Connect instance through the AWS Management Console | Amazon Connect | Instance alias | Login as administrator.)

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

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

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

In your playground, click App Launcher, then find Service Console. View any contact or account. Look for the phone icon next to the phone number.

Service Console screen.

Sign In From Service Console

To make sure you're connected, check the Phone utility.

  1. In your playground, click on the Phone utility item at the bottom of Service Console.
  2. If you see the CCP, you're in! If not, you see a button to sign in.
    1. Click Sign in to CCP. This will open a pop-up screen prompting you to sign in to your Amazon Connect instance.
    2. Sign in using your Amazon Connect instance credentials.

Let's make some phone calls.

Placing an Outbound Phone Call

In your playground, 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.

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 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 open to an account and the soft phone in AfterCallWork status

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, 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 to move to the front of the queue.
    3. Press 1 once more to be connected.
  3. Back in the console, click the Check Mark button to accept the call.
  4. Once connected, click End Call.

Service Console with softphone in Inbound Call mode

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.

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.

Release Your Phone Number 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 Login URL, this takes you to a login page for your Amazon Connect instance.
  5. Sign in with your Amazon Connect admin credentials.

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.

We won’t check any of your setup in this step. Click Verify Step to complete this step and earn your badge!

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