Accept customer calls using the Amazon Connect Contact Control Panel (CCP) - Amazon Connect

Accept customer calls using the Amazon Connect Contact Control Panel (CCP)

  1. Whenever you set your status in the CCP to Available, Amazon Connect can deliver calls to you, based on the settings in your routing profile.

    The CCP set to available, incoming call.
  2. When a call arrives, choose the Accept call button.

    Note

    The Accept call button does not appear if your admin has configured your user profile for Auto-Accept Call.

    Firefox users: If you are using the Firefox browser and using auto-accept for calls, you must keep the CCP or Agent Workspace browser tab in focus when you accept and connect to a voice contact. The CCP conforms to Firefox microphone usage guidance, and only has access to connect to the user's microphone when the CCP tab is in focus.

  3. Before you're connected to the contact, Amazon Connect announces the name of the originating queue.

  4. You're now talking to the contact.

  5. You have 20 seconds to accept or reject a contact. If you miss a call, it will look similar to the following image. Choose Clear contact so you can accept another call.

    The CCP set to available, missed call, clear contact button.