Documentation

This section describes how to use Jabra Call Control for Amazon Connect.

Prerequisites

Following prerequisites must be met:

1. Your system integrator/system administrator must enable Jabra Call Control for Amazon Connect. For further information please refer to the Installation section in the Appendix.
2. Your headset must support call control.

For optimal use with Amazon Connect, we recommend using the UC variants of Jabra headsets.

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

This guide will use an Engage 50 with Engage Link controller to demonstrate the supported call control functions. If you have a different headset please refer to the specific User Manual for guidance.

Agent State

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

Some device in the Engage series can be used with an Engage Link controller. These devices are particularly suited, as they also support the Agent State feature in Amazon Connect CCP. Currently this features is supported by:

• Engage 40
• Engage 50
• Engage 50 II

The Engage Link controllers come in different versions, but they are all compatible and provide the same functionality:

Jabra Engage Link	Jabra Engage 50 II Link

Engage Link controller

The Engage 50 headset itself has no call control buttons, these are located on the Engage Link controller. Call control functions are handled by two buttons:

• The Answer/End button
• The Mute button.

The Engage Link controller also supports the Agent State feature of Amazon Connect CCP by use of the four-dot button:

You can find further information on the Agent State button below.

How to get started

It is easy to get started, here is how you do it:

1. Connect your headset to the USB port on your computer. (The computer needs to configure the headset, wait until this has finished).

2. Make sure that the headset is set as the default audio device for the speaker and microphone. (Contact your local IT support if you need assistance).

3. Open the Amazon Connect agent desktop webpage. You are now ready to start using the call control functions on your Jabra headset.

Please note: if two or more Jabra devices are connected to the computer, the device that was connected most recently is the one that is recognized by default. For best results, use only one Jabra device at a time.

Answer a call

Incoming calls on Jabra headsets are normally indicated by a blinking green status light and a ring tone. On the Engage Link controller, the Answer/End button light will blink green.

To answer a call, press the Answer/End button once.

The green light will stop blinking and stay lit when you take the call, the Agent State button will turn red.

Please note, that your Agent State must be available (green light) to take a call, see the section on switching Agent State.

Reject a call

Rejecting an incoming call will place it back in the call queue. When you do this the Amazon Connect CCP web interface will show a missed call.

To reject a call, double-press the blinking Answer/End button.

The green light will stop blinking when you reject a call, the Agent State button will turn red.

Mute/Unmute your microphone

You can mute and unmute your microphone during a call.

To mute your microphone, press the Mute button once. To unmute, press the Mute button again.

The Mute button will light up in red when the microphone is muted, when you unmute, the light will turn off.

Place a call on hold/resume call

You can place a call on hold and resume it from the Engage Link controller.

To place a call on hold, long-press the Answer/End button. To resume the call, long-press the Answer/End button again.

When you place a call on hold the Answer/End button will turn yellow. Once you resume the call the light will change to green.

Note: If your Jabra headset is a Microsoft Teams certified version hold/resume is not supported when Microsoft Teams is running in parallel with Amazon Connect.

Place two ongoing calls on hold

If you need to place two ongoing calls on hold simultaneously you must use the Amazon Connect CCP web interface. To resume one of the calls, go through the web interface again and choose which one to resume.

Swap calls

You can swap between an active call and a call on hold on the Engage Link controller. When you swap calls, the on-hold call becomes active, and the active call is set on hold.

To swap calls, long-press the Answer/End button.

End a call

You can end one or more calls from the controller. If you have two calls (one active and one on hold) the active call will be ended and the call on hold will be activated.

To end a call, press the Answer/End button once.

The green light will go off and the Agent State will turn blue.

Agent State

Jabra Engage series devices used with one of the Engage Link controllers support both visualization and control of the Agent State through a dedicated Agent State button.

You can switch the Agent State if you press the Agent State button.

Amazon Connect CCP supports four Agent States:

Depending on your current state a button press will switch to another state: