User Guide

This guide is targeted contact center agents using Jabra headsets on Amazon Connect™ Contact Control Panel (Amazon Connect CCP).

Prerequisites

Before you can take advantage of the functions provided by Jabra Call Control for Amazon Connect the 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, see below for further information. For optimal use with Amazon Connect, we recommend using the UC variants of Jabra headsets.

Call control functions

Call control allows you to control the call flow directly from your headset. You can:

  • Answer an incoming call
  • Reject an incoming call
  • Mute/unmute your microphone during a call
  • Place an ongoing call on hold
  • Resume call on hold
  • Swap between active call and call on hold
  • Hang up/end call.

All of these functions are available by pressing either buttons on your headset or buttons on the headset controller. This makes it possible to control the flow with your fingertips.

You can always use the Amazon Connect CCP web interface to control calls, however, being able to do this directly on your headset will most likely help you in your daily work.

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.

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:

Engage Link controller Jabra Engage 50 II Link
Jabra Engage Link Jabra Engage 50 II Link

Please note, that you can find User Manuals for each Jabra device if you visit the jabra.com/support page. We recommend that you locate the User Manual for your specific device and familiarize yourself with the features.

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.

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:

Engage Link controller buttons used for call control Engage Link controller buttons used for call control

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:

Answer a call on the Engage Link controller

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:

Reject a call on the Engage Link controller

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.

Mute/unmute microphone on the Engage Link controller

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.

Place a call on hold/resume on the Engage Link controller

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. See Prerequisites.

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.

Swap calls on the Engage Link controller

Please note; if you have two active calls simultaneously or two calls on hold, swapping can only take place in the Amazon Connect CCP web interface.

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.

End a call on the Engage Link controller

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

Switch Agent State

Amazon Connect CCP has four Agent States. 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. For the Jabra Engage Link, the four-dot button is used as the Agent State button, while it is the three-dot button for the Jabra Engage 50 II Link and the Jabra Engage 40 Link.

Amazon Connect CCP has four Agent States, these are indicated by different colors on the Agent State button:

Amazon Connect CCP Agent State Agent State button color
Available Green
Custom state Yellow
Offline Red
After contact work Blue

By looking at the Agent State button color you can always see which Agent State you are in at any given time.

The color changes automatically throughout your workflow; if you e.g. end a call it will automatically switch to blue to indicate that you are in the After contact work state.

You can switch the Agent State if you press the Agent State button. Depending on your current state a button press will switch to another state:

Current Agent State New Agent State
Available (green) One press will change state to Offline (red)
Custom state (yellow) One press will change state to Available (green)
Offline (red) One press will change state to Available (green)
After contact work (blue) One press will change state to Available (green)

Appendix

Abbreviations and Acronyms

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

  • CCP: Contact Control Panel. Amazon Connect terminology.

Installation

Jabra Call Control for Amazon Connect is an add-on module to the existing Amazon Connect CCP. Installation is performed by the system integrator/system administrator, not the end-user (i.e. Contact Center Agent).

Please refer to the Integrator's Guide for details on system requirements and installation.

Support

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

If you need support for Jabra Call Control for Amazon Connect functionality, please contact your local IT support.