Amazon Configuration

Prerequisites

• 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

Before you complete the steps below, your Creatio instance should be configured by the administrator so you could work with the plugin. Connection configuration for each user is performed by the administrator.

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. Opening the user profile

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   Fig. 2. Opening the Call Center parameters setup.

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4. Choose Amazon Connect from the Telephony types dropdown list (Fig. 3).
   
   Fig. 3. Choosing Amazon Connect from the dropdown list.

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5. Fill out the following fields in the Amazon Connect settings (Fig. 4):
   
   - Instance URL - Contact Control Panel URL
   - Login - Your login in Amazon Connect
   - Extension - Your extension set up in Amazon connect
   
   Fig. 4. Filling the fields in the Amazon Connect settings.

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6. Reload the page. After you reload the page, the Amazon Connect sign-in window will appear (Fig. 5). Fill in the Username and Password fields. Click the [Sign In] button.
   
   Fig. 5. Logging in to Amazon Connect via the sign-in window.

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7. After the successful sign-in, the window will disappear, and the telephony will become available. 

8. Set the a status for agent in CTI panel (Fig. 6). Click the status bar and select a status from the dropdown list (Fig. 7):

   1. When the ‘Available’ status is set, an Agent can answer calls.

   2. When the ‘Offline’ status is set, an Agent will not receive inbound calls.
      Fig. 6. Setting the a status for agent in CTI panel

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      Fig. 7. Clicking the status bar and selecting a status from the dropdown list

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