Jabra Call Control for Amazon Connect

The Jabra Call Control for Amazon Connect provides direct integration of call control functions from Jabra devices in your agent desktop.

It is an add-on module to the existing Amazon Connect Contact Control Panel (CCP) in your agent desktop web page, and enables call control buttons and functions on Jabra devices to be used to control the flow of calls.

SYSTEM REQUIREMENTS

In addition to an Amazon Connect instance, you need to deploy two packages on the agent’s client computers:

• Browser extension for Chromium-based browsers.
• Jabra Chromehost helper application for headset communication.

Both are included with this package to be deployed using IT management tools. For end-user driven installation, the components can be found in the Chrome web store, and on https://jabra.com.

Operating systems supported by components:

• 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.

DOCUMENTATION

The download package contains:

• An installation guide aimed at the web-site or service configurator.
• A user guide aimed at the end-user.

NOTE: End-users of Amazon Connect and Jabra headsets cannot activate or install the solution component. It is made available to them when the Amazon Connect admin or your integration partner has performed the simple integration steps outlined in the installation guide.

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VERSION 1.0.7

Improved documentation and code formatting.

Build date: 15 March 2021

This release provides:

• Improved installation and user guides.
• Minified version of the code module.

There are no functional changes or bug fixes in this release.

Known issue:

Jabra Engage 50 firmware version 2.3.1 and version 2.4.0 has a known bug that prevents the Agent State (four-dot) button on the Jabra Engage Link controller to be used.

The call control functionality works as expected.

Resources