Amazon Connect User Guide

1. Login to Amazon Connect

2. Please ensure that you allow notifications and use of microphone

   1. If missed, access your browser’s privacy/permission settings and allow the following

      1. Microphone

      2. Sound

      3. Notifications

   2. Listed below are steps to do this to your browser of choice.

Edge - Steps

  Find Site Permission settings

• Select the standing dots in the top right corner

• Select settings at the bottom of the menu

• Select Cookies and site permissions on the left hand column

• Navigate down to Site Permissions

  • *If present under Recent Activity choose healthsciences.my.connect.aws

• Otherwise choose All sites

• Find Connect.aws

• Ensure the following are allowed

  • Microphone

  • Notifications

3. Ensure you change your call status from Offline to Available to receive calls.

Changing Status

At the time of writing there are currently 4 steps

Available

Able to receive calls
 

With_Customer

You are working with a user outside of Amazon Connect

Unable to receive a phone call

Meeting

You are in a meeting

Unable to receive a phone call

Offline

Not online unable to receive a phone call.

Actions during Phone Calls

Hold

Puts the user on hold. They will be listening to jazz music until you take them off hold

Mute

Mutes your microphone and the user wont hear you.

Number Pad

This feature allows us to directly type in a number to call or add to a call

Quick Connects

This allows us to Connect another line with a user or department. At this time PITT IT and UPMC IT are currently listed.

End Call

Terminates call for all users on the line.

3+ Way Calls

Phone number [X]

Located to the right of the users phone number lies an [X] button. This simply ends the call with that number.

Join

Brings together all lines into single easy to use format.

♦Must join call before leaving or else it will end the call for all users

Swap

Change between lines. The unselected user (Red) does not hear the conversation.

FAQ

Q: Why can't I hear anything in my calls?

A: Many of the common browsers don't work well with AWS.  If you have a headset with an included microphone you will need to use a separate microphone from your headset to not experience the issue.  

Inside of chrome there is an option to change the microphone in the Privacy and security tab.

1.  Within Permissions, select Microphone.

2.  At the top of this new page is a drop down bubble.  Select a new microphone separate from your headset.  

3. Now when you receive a phone call you should be able to hear and speak to the end-user without issue.