Amazon Connect
Administrator Guide

Amazon Connect and Salesforce Integration

The core functionality of the Amazon Connect CTI Adapter provides a WebRTC browser-based Contact Control Panel (CCP) within Salesforce. The Amazon Connect CTI integration consists of two components, a managed Salesforce package and a AWS Serverless application deployed to your AWS environment.

With those components, customers can build a deep integration between the Amazon Connect contact center platform and Salesforce, the leading customer relationship management (CRM) platform. The collection of pre-build utilities enables a rapid integration between these two platforms. The AWS Serverless application package contains a set of common Lambda functions to be used by Amazon Connect to interact with Salesforce.

About the Adapter

The key benefits of the adapter include:

  • Agent state synchronization between Salesforce Omni and Amazon Connect

  • Provide valuable information to the agent through configurable view of call attributes

  • Utilize the Amazon Connect Call Campaign Object for automated outbound dialling

  • Automatically create phone call tasks and relate it to the right Salesforce object

  • Embed Amazon Connect Call Recordings in the Salesforce record

  • Automatically clean-up open tabs to improve agent efficiency

  • Easily enable lookup, create and update operations for different Salesforce objects, like Contacts and Cases, within Amazon Connect contact flows.

  • Support Salesforce Sales and Service Console in Classic and Lightning.

We recommend that you initially install the package into your Salesforce sandbox. After the package is installed, you can configure your Salesforce Call Center configuration within Salesforce.

The next step is to whitelist your Salesforce Visualforce domain within Amazon Connect. This allows cross-domain access to your Amazon Connect instance.

This page provides a quick setup guide. Please review the Amazon Connect CTI Adapter v3 for Salesforce installation guide for a more detailed walk-through and setup of the full CTI Adapter capabilities. We also have a trailhead available at https://sfdc.co/Amazon-Connect. Note, it's still in process of being updated to support latest CTI Adapter features.

Prerequisites

Before the Amazon Connect CTI package can be installed, the following prerequisites need to be fulfilled:

Browser Compatibility

Amazon Connect requires WebRTC to enable soft-phone voice media stream and Websockets to enable soft-phone signalling. Consequently, users are required to use the latest version of either Google Chrome or Mozilla Firefox. For more details, please see the Amazon Connect FAQ page.

To integrate with Salesforce

  1. In your Salesforce sandbox, install the following managed package: Amazon Connect CTI Adapter.

  2. Edit one of appropriate call center configuration (Amazon Connect CCP Adapter Classic, Console, or Lightning).

    • For Amazon Connect CCP URL, type the CCP URL for your instance (for example, https://instance.awsapps.com/connect/ccp).

    • For Phone Number Formatting, Country, specify the appropriate 2-digit ISO country code.

    • To provide Salesforce users with access to the Amazon Connect CCP, on the Setup Call Centers page, choose Manage Call Center Users. Add the Salesforce users to enable for using these call features. Be sure to add your own Salesforce user account if you plan to these features.

  3. Whitelist your Salesforce Visualforce domain URL using the directions in Application Integration. To verify the URL, open the Visualforce page in setup. This URL usually has the following format:

    https://amazonconnect.your-instance-name.visual.force.com

  4. Log in to your Amazon Connect instance.

  5. Launch Salesforce. You should see the integrated CCP in the side panel (Salesforce Classic) or the phone toolbar (Salesforce Classic and Lightning Experience).

Troubleshooting Common Issues

If you encounter errors with your configuration, check the following common issues:

  • Confirm that Salesforce is not blocking your iFrame. For more information, see Enable Clickjack Protection for Visualforce Pages Even When Headers Are Disabled.

  • Confirm that the Amazon Connect user is assigned only the Agent security profile.

  • Confirm that your Salesforce Call Center Phone Number Formatting is configured with the following parameters:

    {"OPF":"0","NPF”:"2 digit dialing code","Country”:"2 digit country code","NF":"International_plaintext","TNF":"(555) 123-4567"}

  • Confirm that the Salesforce user can access the call center. To check a user's status, choose Manage Call Center Users.

  • Under Softphone Layout, Screen Pop, confirm that Single-matching record is set to Pop detail page and Multiple-matching record is set to Pop to search page.

  • If you are using Salesforce Lightning Experience and do not see a phone toolbar icon, confirm that you have enabled console navigation. To enable console navigation, in the Salesforce Setup Console, choose App Manager, Service Console (Lightning), Edit. On the Edit page, choose App Options, App Navigation, Console Navigation.