Installation Guide

This guide is targeted system integrators who need to configure and set up Jabra Call Control on an existing Amazon Connect agent desktop.

Prerequisites

Before you configure and set up Jabra Call Control on an existing Amazon Connect agent desktop the following prerequisites must be met:

  1. Contact center agent headsets must support call control, see the section below for further information. For optimal use with Amazon Connect, we recommend using the UC variants of Jabra headsets.

  2. 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. We recommend upgrading to the most recent firmware version. To obtain the correct firmware version please contact jabra.com/support for assistance, you can either phone or write online. Please refer to the Appendix for further information.

Supported Jabra devices

Jabra has a wide range of headsets that supports call control, some of these are specifically targeted contact center agents:

  • Engage 50 with Engage Link controller
  • Engage 65 and Engage 75 (wireless DECT headsets)
  • Jabra Biz™ series
  • Jabra Pro™ series.

All of the above headsets support call control for Amazon Connect CCP.

The Engage 50 with Engage Link controller is particularly suited, as this also supports the Agent State feature in Amazon Connect CCP.

Engage 50 headset with Engage Link controller

Architecture overview

Jabra Call Control for Amazon Connect brings together the Jabra headset connected to the Agent PC and Amazon Connect running in the browser. Jabra Call Control runs in the browser together with Amazon Connect. The Jabra Chrome Host and the Jabra Browser Extension is what allows the integration to talk to Jabra devices attached to the Agent PC:

When for example an incoming call reaches Amazon Connect, Amazon Connect will notify Jabra Call Control. Jabra Call Control utilizes the Jabra Chrome Host and the Jabra Browser Extension to send a notification about the incoming call to the Jabra headset connected to the Agent PC:

Architecture overview

Operating systems supported

  • Windows 64 bit, Windows 8.1, or newer
  • Windows 32 bit, Windows 8.1, or newer
  • macOS, 10.14, or newer.

Browsers supported

  • Chromium based browsers
  • Google Chrome from version 87
  • Microsoft Edge from version 87.

Embed Jabra Call Control - Amazon Connect Streams API

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.

If you use a CRM system as an agent desktop with embedded Amazon Connect CCP please refer to the next section for instructions.

Prerequisites

  1. The Call Control Panel (CCP) is embedded into the web page with the Amazon Connect Streams API.
  2. Amazon Connect is initialized.

Installation detail

  1. Add the jabra.connect.integration.crm.vX.Y.Z.js file to your web server. Preferably to the same place where your Amazon Connect Streams JavaScript file is located. (If that file is located on your server).

  2. Add the Jabra Call Control for Amazon Connect script to where your application starts. Example: Add the following tag to the index.html of the site.

Please note: Depending on where your JavaScript files are located, you may need to change the src-path to the script file.

Embed Jabra Call Control - CRM system

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. If you use Amazon Connect through the Amazon Connect Streams API please refer to the previous section for instructions.

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.

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. In the instruction below we use Salesforce as an example. Note that integration might not be possible with all CRM systems.

Please note: Most CRM systems need to be completely loaded before Jabra Call Control for Amazon Connect can be loaded. Because of this, there is a seven-second timeout before Jabra Call Control for Amazon Connect starts. To alter this duration, locate the timeout in the bundled code, by searching for: "Start the application after a short delay".

Example of integration into Salesforce

To set up the Amazon Connect integration for your Salesforce agents you will need to be logged in to Salesforce as an administrator.

Prerequisite

  1. Amazon Connect CTI adapter installed and running properly in Salesforce already.
  2. Have your Amazon Connect CCP URL available. Contact the person responsible for your Amazon Connect account for this URL. Example URL: https://yourAmazonConnectAliasName.awsapps.com/connect/ccp-v2

How to integrate

  1. Download the Amazon Connect Streams API Library, the latest Jabra tested version is 2.2.0. You can get it on GitHub here: Amazon connect releases/2.2.0.

  2. Add the two javascript files (Amazon Connect + Jabra Call Control for Amazon Connect) to Static resources:

    1. Navigate to Setup (upper right-hand corner, a gear icon).
    2. In the list on the left-hand side of the screen, navigate to Custom Code -> Static Resources.
    3. Click the New button, located in the middle of the screen, and then choose the Amazon Connect file (connect-streams-min.js) that you just downloaded. Name the resource "JabraConnectStreamsLib".
    4. Repeat with the Jabra Call Control for Amazon Connect script file jabra.connect.integration.crm.v1.0.4.js. Name the resource "JabraConnectIntegrationProduct".
  3. Create a Visualforce page embedding the javascript static resources:

    1. In the list on the left-hand side of the screen, navigate to Custom Code -> Visualforce Pages.
    2. Click New and replace the Visualforce Markup with the following:

      apex:page /apex:page

    3. Replace the text UrlToYourAmazonConnectCCP with your own Amazon Connect CCP URL. Example URL: https://yourAmazonConnectAliasName.awsapps.com/connect/ccp-v2

    4. Name the Visualforce page "JabraConnectVisualforcePage".

    5. Type "Jabra Call Control for Amazon Connect" in the Label field.

    6. Make sure the "Available for Lightning Experience (…)" option is selected.

    7. Save the page.

  4. Add the Visualforce page as a utility item to the Service Console app in Salesforce:

    1. In the list on the left-hand side of the screen, navigate to Apps -> App Manager.
    2. Find "Service Console" in the list and select Edit from the dropdown on the right-hand side.
    3. Navigate to "Utility Items (Desktop only)" on the left-hand side.
    4. Click "Add Utility Item" button, choose Visualforce as item type.
    5. Enter "Jabra Call Control for Amazon Connect" as label.
    6. Make sure to put a checkmark for "Start automatically".
    7. Select "Jabra Call Control for Amazon Connect" under Visualforce Page Name.
    8. Save and after that click the small back arrow in the top left-side part of the page.
  5. Enable the Visualforce page for agent user profiles:

    1. In the list on the left-hand side of the screen, navigate to Users -> Profiles.
    2. Click the profile you want to enable the page for.
    3. Scroll down to the "Enabled Visualforce Page Access" section, click the "Edit" button.
    4. Select "JabraConnectVisualforcePage" from the left-side list and click the "Add" button to add this to the list of permitted pages for the profile.
    5. Save.
  6. Close the Setup-tab and go back to the Salesforce homepage. Refresh the page in the browser and make sure it works by following the steps for "Test the installation" in the Appendix.

General integration details for other CRM-systems

If you use another CRM system than Salesforce please follow the guidelines below.

Prerequisite

  1. Have your Amazon Connect CCP URL available. Contact the person responsible for your Amazon Connect account for this URL. Example URL: https://yourAmazonConnectAliasName.awsapps.com/connect/ccp-v2

How to integrate

  1. Download the Amazon Connect Streams API Library, the latest Jabra tested version is 2.2.0. You can get it on GitHub here: Amazon connect releases/2.2.0.

  2. Add it to your project, together with the Jabra Call Control for Amazon Connect script file: "jabra.connect.integration.crm.v1.0.4.js".

  3. Add the following code to where you choose to start the application. For example index.html:

  4. 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.

  5. Refresh the page and make sure it works by following the steps in the next section, Agent PC deployment.

Agent PC deployment

Jabra Call Control for Amazon Connect needs the following software to be installed on Contact Center Agents PCs to enable call control:

  • Jabra Chrome Host (PC/Mac application)
  • Jabra Browser Integration Extension (browser extension).

Installation

To install do this:

  1. Install the native Jabra Chrome Host for your operating system to all Agent PCs. You can find it in the software integration kit that you downloaded, you can also download it from GitHub using this link: Jabra Browser Integration.

  2. Download and deploy the Jabra Browser Integration Extension as a chrome extension. You can find a link to the chrome extension in the software integration kit, you can also download it from GitHub using this link: Jabra Browser Integration Extension.

Guide to install on mass deploy on PC can be found on GitHub, use this link: Deployment

Please note: If Jabra Chrome Host or the Jabra Browser Integration extension are not installed, an error message is displayed in the web browser console and a download link is provided.

Appendix

Engage 50 firmware version

The Engage 50 firmware version 2.3.1 and version 2.4.0 have a known bug that prevents the Agent State (four-dot button) and the multi-functional button (answer/end button) on the Engage Link controller to behave as expected.

The two firmware versions have been blacklisted from interacting with the four-dot button, however, call control functionality works as expected. The multi-function button occasionally continues to light green after ending a call; if you have an MS Teams variant of the headset you need to have Teams running in the background for the button to work properly.

We recommend upgrading to the most recent firmware version. To obtain the correct firmware version please contact jabra.com/support for assistance, you can either phone or write online.

Please see release notes included in the Jabra Call Control for Amazon Connect download package for further information.

Test the installation

  1. Call the number for your Amazon Connect service.
  2. Answer the incoming call using a Jabra headset.
  3. If the Jabra headset has a busy-light, check that it displays a red light to indicate Busy during the call duration.
  4. End the call using a Jabra headset. Ensure that the call is disconnected from the device as well as the web interface.

Abbreviations and Acronyms

Abbreviations and acronyms are used in the guide, see list below:

  • CCP: Contact Control Panel. Amazon Connect terminology.

Support

For installation/integration support please visit Jabra Developer Zone - Support.

Please note that you need to register to create support tickets. You can do this either on the Home tab or by registering when you create a ticket.

For product support please visit jabra.com/support. Select your product, location, and type of support needed.