Installation for CRM

This section gives instructions on how to embed Call Control for Amazon Connect if you are using a CRM as an agent desktop.

Prerequisites

Have your Amazon Connect CCP URL available.

It looks similar to this: https://yourAmazonConnectAliasName.awsapps.com/connect/ccp-v2

How to integrate

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.

The iframe needs to be configured to load automatically and be persisted in the webpage as the agent uses the CRM system. This will differ from CRM system to CRM system, so some level of knowledge of your CRM system is needed to set this up.

Do this:

  1. Download the Amazon Connect Streams API Library. The latest version tested by Jabra is 2.2.0.
  2. Add the library to your project.
  3. Add the Call Control for Amazon Connect script jabra.connect.integration.crm.v1.0.4.js to your project.
  4. Add the following code to where you start the application (example: index.html):
  5. Replace the text "UrlToYourAmazonConnectCCP" with your own Amazon Connect CCP URL. Example URL: https://yourAmazonConnectAliasName.awsapps.com/connect/ccp-v2. Note: Depending on where your JavaScript files are located, you may need to change the src-path to the script file.

Time-out setting

Most CRM systems need to be completely loaded before Call Control for Amazon Connect can be loaded. To avoid possible problems, we implemented a seven-second timeout before Call Control for Amazon Connect starts.

You can define another timeout if required. You will find the setting at "Start the application after a short delay" in the bundled code.