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:

  1. Create a user name and password for agents to log into the CCP, by adding agents to your instance.

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

  3. Provide the user name, password, and the CCP website link to your agents so they can log in.

    The CCP website link is: https://instance name.awsapps.com/connect/ccp-v2/

    Note

    IT administrators: In the future, the access URL is going to change. For the release schedule and technical details, see Upcoming change: Domain for new Amazon Connect instances is "my.connect.aws".

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

  4. Train your agents on the CCP:

Grant microphone access in Chrome or Firefox

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:

Microsoft Edge is not a supported browser for accessing the Contact Control Panel.

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 Contact Control Panel (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.