How to Install the Amazon Connect Salesforce CTI Adapter

BY:

Oct 7, 2020

The Amazon Salesforce CTI adapter is a powerful tool for synchronizing agents and information between Salesforce Omni and Amazon Connect. Learn how to install and implement the adapter in a few easy steps. 

Searching for ways to improve the experience for callers, agents, and supervisors in your cloud contact center? Today’s cloud contact center requires synchronization of dozens (or hundreds) of supervisors and agents across hundreds or thousands of calls. The introduction of contact centers that handle multiple communication channels has added never-before-seen complexity to the job. 

At the same time, integrating the right platforms can make it seamless for your agents and supervisors to handle seasonal and year-round call volumes across multiple channels (including phone, email, and social media). 

The CTI integration for Salesforce and Amazon Connect solves serious pain points along those lines, including: 

  • Call routing accuracy and speed
  • Quality assurance and compliance for call recording and storing
  • Accessibility of caller history and other pertinent information
  • Ease of switching between VoIP or PSTN networks
  • Ability to monitor, measure and respond to key KPIs like call handle time, first-call resolution percentage, and more 

In one case study with the online retailer Six Pack Shortcuts, the Salesforce CTI supported call volume growth from 10,000 to 62,000 while enabling agents to close 227% more deals! 

Luckily for the average business user, Amazon Connect and its integrations are designed for easy self-serve installation. You should be able to get the CTI integration for Salesforce up and running without any outside assistance (but, of course, don’t hesitate to enlist the help of a seasoned dev team if you want support). 

We’ll walk you through the entire process from start to finish: 

Before installing, make sure the prerequisites are in place

The first step is to make sure all the requirements are in place before you get started, including: 

  • The latest version of Mozilla Firefox or Google Chrome
  • A running instance of Salesforce Classic, Salesforce Console, or Lightning Experience
  • A running instance of Amazon Connect, which you can create at http://aws.amazon.com/connect/ 

Installing from Lightning Flow Setup

If you’re getting started with Lightning Flow, start by navigating to Service Setup from Lightning UI by clicking the gear icon. 

The next steps include: 

  1. Choose Voice Support Setup.
  2. Click Start.
  3. Under Select Your Voice Provider, choose Amazon Connect CTI Adapter.
  4. Click Agree to Terms and Conditions and then Install Package.
  5. Under Add Voice Service Provider Details, input the URL to the Amazon Connect instance. 
  6. Whitelist your Salesforce domain within Amazon Connect.
  7. Under Who’s Answering the Phone?, select the name of the users who will be accessing the phone configuration.
  8. Click Finish and launch the Amazon Connect Setup Guide to walk through configuration. 

Installing from Salesforce AppExchange 

The installation process for the Salesforce AppExchange is a little different, but equally quick and easy. To get started, log into Salesforce and choose Setup

From there, the steps are as follows:

  1. Open the Amazon Connect CTI adapter URL, which you can launch from this page.
  2. Choose Install for All Users and click Done. 
  3. Open the Installed Packages page if it doesn’t launch on its own. 
  4. In the Quick Find menu, type Call Center and choose Call Centers
  5. Choose the preferred Call Center configuration on the page that opens. 
  6. Search and select Softphone Layouts in the Quick Find menu. 
  7. Name the layout (e.g. AmazonConnectDefault) and select Is Default Layout
  8. Configure the search behavior to allow searching and screen-popping by your preferred attributes (e.g. add Case to search by CaseID). Alternately, leave the search behavior configured as it is and choose Save.

Configuring for Lightning Flow

If you’re configuring the integration from within Salesforce Lightning, start by opening the App Manager. You can find it by searching App Manager in Quick Find

From there, you will:

  1. Locate Service Console in the dropdown list and choose Edit. The Lightning App Builder application will open. 
  2. Open the Utility Bar on the left side bar and choose Add, then Open CTI Softphone
  3. Confirm the label (and edit it if needed) and then Save. Select the Back button to return to Quick Find.
  4. In Quick Find, search for and select Visual Force Pages
  5. Choose ACSFCCP_Lightning_2 and select Preview. A page will appear with the Origin URL in your browser’s task bar. Copy the Origin URL.
  6. Open the Amazon Connect console and choose the current instance. 
  7. Choose Application Integration, then Add Origin and paste the URL. 
  8. Choose Add
  9. Open Salesforce and in Setup, search Call Centers
  10. Select Amazon Connect CCP Adapter Lightning.  Choose Edit, then add the link to your Amazon Connect instance (not the same as the Origin URL). 
  11. Choose Save, then Manage Call Center Users. Choose Add More Users and follow the prompts to add as many users as needed. 

From here, you can sign in to your Amazon Connect CCP and make an inbound phone call to your Amazon Connect instance to test the integration. 

Configuring for Console

Configuring for Console begins with the Setup screen, where you’ll type Apps in Quick Find and select it. From there, choose Edit for the instance Sample Console

The next steps include:

  1. Edit visibility and default settings within the Assign to Profiles dropdown and choose Save or leave them as default. 
  2. Search and select Visual Force Pages and choose ACSFCCP_Console_2. 
  3. Click Preview and save the URL of the Origin URL that appears. 
  4. Open Amazon Connect from the AWS Console and select your Amazon Connect instance. 
  5. Select Application Integration, then Add Origin and add the Origin URL. 
  6. Select Setup, then Call Centers from the Quick Find field. 
  7. Choose Amazon Connect CCP Adapter Console. Click Edit and enter the Amazon Connect instance, then Save.
  8. Click on Add More Users and follow the prompts to add users to the call center. 
  9. From the top-right corner, open Sample Console and click the phone button.
  10. From the softphone pop-up, sign into your Amazon Connect CCP and make an inbound call to confirm that the integration is working.  

CloudHesive can take the stress out of your Salesforce integration

Integrating Amazon Connect with Salesforce is a quick endeavor that doesn’t require more than an hour of your time, but what if you don’t have that hour? Or what if you have unique needs beyond the standard integration?

If for any reason you want advice or assistance setting up the Amazon Salesforce CTI integration, CloudHesive is happy to help. We can step in and provide support by managing the integration process and providing managed services for ongoing help. 

Email us at sales@cloudhesive.com or give our sales team a call at 800-860-2040 to talk about how CloudHesive can make your cloud management easy! 

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