Amazon Connect Configuration

Preconditions

• An active account in your own Creatio instance

• An active account in Amazon Connect (you would need your email and password to log in) 

Settings configured by a user

1. Open the web browser on your personal computer and go to your Creatio instance. Log in to your account.

2. Before the user set up, make sure that the following browser settings are enabled for Creatio:

   a. Using microphone;
   b. Playing audio;
   c. Cookies;
   d. Redirects and Pop-ups.

3. Go to [Your Profile] (Fig. 1) and click the [Call Center parameters setup] button (Fig. 2).
   Fig.1 Your Profile Menu

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   Fig. 2 User Profile Setting Menu

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4. Choose Amazon Connect from the Telephony types dropdown list (Fig. 3)
   Fig. 3 Parameters Setup Page

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5. Fill all the following fields in the Amazon Connect settings (Fig. 5):

• Instance URL - Contact Control Panel URL. The required format is the following: https://{access_URL}/ccp-v2. Access URL can be taken from the following Page (Fig. 4). Rout to that section is described in
  p. 1 of the Connection Set Up in Amazon Connect
  Fig. 4 Instances section with Access URL

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• Softphone Login - Your login in Amazon Connect

• Extension or agent personal number - Your extension set up in Amazon connect
  Fig. 5 Filling the fields in the Amazon Connect settings

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6. Reload the page.

7. After you reload the page, the Amazon Connect log in window will appear (Fig. 6). Fill in the Username and Password fields, Click [Sign In]
   Fig. 6 Logging in to Amazon Connect via the log in window

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8. After the successful log in the window will disappear, and the telephony will become available. 

   1. Troubleshooting.

      1. If the ‘Login’ screen doesn’t close, close it

      2. If in the CTI panel, the following warning message is shown (Fig. 7) refresh the page
         Fig. 7 Warning message in the CTI panel

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