Contact the person responsible for your Amazon Connect account for this URL.ĭownload the Amazon Connect Streams API Library, the latest Jabra tested version is 2.2.0. Have your Amazon Connect CCP URL available. For Salesforce, please refer to our Jabra for Salesforce app. If you use another CRM system than Salesforce please follow the guidelines below. General integration details for CRM-systems To alter this duration, locate the timeout in the bundled code, by searching for: "Start the application after a short delay". Because of this, there is a seven-second timeout before Jabra Call Control for Amazon Connect starts. Please note: Most CRM systems need to be completely loaded before Jabra Call Control for Amazon Connect can be loaded. This will differ from CRM system to CRM system, so some level of knowledge of your CRM system is needed to set this up. The iframe needs to be configured to load automatically and be persisted in the webpage as the agent uses the CRM system. Jabra Call Control for Amazon Connect needs to be set up to use the Amazon Streams API to embed an invisible no-audio extra instance of the Amazon Connect CCP in an iframe. If you use Amazon Connect through the Amazon Connect Streams API please refer to the previous section for instructions. This section gives instructions on how to embed Jabra Call Control for Amazon Connect if you are using a CRM system as an agent desktop. Please note: Depending on where your JavaScript files are located, you may need to change the src-path to the script file.Įmbed Jabra Call Control - CRM system If you are looking to integrate Jabra devices with Amazon Connect - or other voice platforms - from within Salesforce please see our Jabra for Salesforce app available via Salesforce AppExchange. (If that file is located on your server).Īdd the Jabra Call Control for Amazon Connect script to where your application starts.Įxample: Add the following tag to the index.html of the site. Preferably to the same place where your Amazon Connect Streams JavaScript file is located. The Call Control Panel (CCP) is embedded into the web page with the Amazon Connect Streams API.Īdd the .vX.Y.Z.js file to your web server.If you use a CRM system as an agent desktop with embedded Amazon Connect CCP please refer to the next section for instructions. This section describes how to embed Jabra Call Control for Amazon Connect in an existing standalone agent desktop website that you already develop and host yourself. Jabra Call Control utilizes the Jabra Chrome Host and the Chrome Extension to send a notification about the incoming call to the Jabra headset connected to the Agent PC:Įmbed Jabra Call Control - Amazon Connect Streams API When for example an incoming call reaches Amazon Connect, Amazon Connect will notify Jabra Call Control. The Jabra Chrome Host and the Chrome Extension is what allows the integration to talk to Jabra devices attached to the Agent PC: Jabra Call Control runs in the browser together with Amazon Connect. Jabra Call Control for Amazon Connect brings together the Jabra headset connected to the Agent PC and Amazon Connect running in the browser. The Engage 50 with Engage Link controller is particularly suited, as this also supports the Agent State feature in Amazon Connect CCP. Engage 65 and Engage 75 (wireless DECT headsets)Īll of the above headsets support call control for Amazon Connect CCP.Jabra has a wide range of headsets that supports call control, some of these are specifically targeted contact center agents: Please refer to the Appendix for further information. To obtain the correct firmware version please contact /support for assistance, you can either phone or write online. We recommend upgrading to the most recent firmware version. If your contact center agents use the Engage 50 with Engage Link controller do not use headset firmware versions 2.3.1 and 2.4.0. For optimal use with Amazon Connect, we recommend using the UC variants of Jabra headsets. This guide is targeted system integrators who need to configure and set up Jabra Call Control on an existing Amazon Connect agent desktop.īefore you configure and set up Jabra Call Control on an existing Amazon Connect agent desktop the following prerequisites must be met:Ĭontact center agent headsets must support call control, see the section below for further information.
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