Provide Access to the Contact Control Panel - Amazon Connect

Provide Access to the Contact Control Panel

Agents use the Amazon Connect Contact Control Panel (CCP) to communicate with contacts. But before agents can access to the CCP and handle contacts, there are a few things you need to do:

  • Add agents to your instance. This creates a user name and password for them to log into the CCP.

  • Assign them the "Agent" security profile. This grants them permissions to access the CCP.

  • Give them their user name, password, and a link to the CCP so they can log in. The CCP is a website. The URL to your CCP is:

    • https://name of your instance.awsapps.com/connect/ccp-v2/

We recommend telling agents to bookmark the URL to the CCP so they can access it easily.

As the admin, you can access the CCP by clicking on the phone icon in the upper right corner of Amazon Connect.

For information about using the CCP, see Using the CCP (the Agent UI).

Grant Microphone Access in Chrome, Firefox, or Edge

If agents experience problems with their microphone, they may need to grant microphone access in their browser. Choose one of the following articles to get the steps appropriate for your browser:

Important

A change introduced in Google Chrome version 64 may result in issues with receiving calls if you are using an embedded Contact Control Panel (CCP) softphone using the Amazon Connect Streams library. If you are experiencing issues with your microphone when using Chrome version 64, you can resolve the issue by building and deploying the latest version of the Amazon Connect Streams API, following the steps under Downloading Streams.

You can also resolve the issue by using Firefox as your browser.

How to Get Help for CCP Issues

Agents: Contact your manager or the technical support provided by your company.

Amazon Connect Administrators: See Troubleshooting Issues with the CCP for detailed troubleshooting steps. Or, log in to the AWS Management Console (https://console.aws.amazon.com/console) using your AWS account. In the upper right corner of the page, choose Support, and open a support ticket.