Project Documentation: Integrating Amazon Connect with Salesforce for Call Handling
Objective:
To enable making and receiving calls directly within Salesforce using Amazon Connect Contact
Control Panel (CCP).
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Phase 1: Set Up Amazon Connect
Step 1: Create a New Amazon Connect Instance
1. Go to AWS Console and search for Amazon Connect.
2. Click on Create an instance.
3. For user identity management, select: Store users in Amazon Connect (default and easiest for
testing).
4. Provide an Instance Alias (e.g., connect-test-2025). It must be globally unique.
5. Set up the admin user:
- Username: admin (or any preferred name)
- Password: Create a new secure password (not your AWS login password).
- Email: Use your personal or same AWS account email for notifications.
6. Click Create instance and wait until setup is complete.
Step 2: Claim a Phone Number
1. Open your Amazon Connect instance dashboard.
2. From the left menu, go to Channels > Phone numbers.
3. Click Claim a number.
4. Choose:
- Type: Direct Dial
- Country: e.g., India or United States
5. Select an available number from the list.
6. Click Claim.
Step 3: Use a Sample Contact Flow
1. Go to Routing > Flows.
2. Locate and use an existing flow like "Sample inbound flow (first contact experience)".
- You may also create a new one if needed.
3. Attach the contact flow to your claimed phone number:
- Go to Channels > Phone Numbers
- Click on your claimed number
- Assign the contact flow under Inbound Flow
- Save changes
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Phase 2: Set Up Salesforce Environment
Step 4: Install Amazon Connect CTI Adapter in Salesforce
1. Go to the official Salesforce AppExchange listing.
2. Search for Amazon Connect CTI Adapter.
3. Click Get It Now and install in your org (Production or Sandbox as needed).
4. After installation, check for the following permission sets:
- AC Administrator
- Contact Center Admin
- Contact Center Agent
- Contact Center Supervisor
Step 5: Assign Permission Sets
1. Go to Setup > Permission Sets.
2. Choose a suitable role like:
- Contact Center Agent (for regular users)
- AC Administrator (for configuration)
3. Click on Manage Assignments and assign to your user.
Step 6: Add User to Call Center
1. In Salesforce, go to Setup > Call Centers.
2. Import a Call Center Definition XML (usually provided by Amazon Connect CTI package).
- If not available via XML, use the built-in adapter: AC Lightning Adapter
3. After adding, click on the Call Center name.
4. Click Manage Call Center Users > Add Users.
5. Filter your user and add them to the call center.
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Phase 3: Configure Softphone (Phone Utility) in Salesforce
Step 7: Access the Softphone Utility Bar
1. Open Sales App in Salesforce.
2. If not visible, enable it in App Manager:
- Go to Setup > App Manager
- Edit the Sales App
- Add the Phone Utility to the Utility Bar
Step 8: Sign In to CCP
1. Go to the bottom Phone Utility bar.
2. Click on Sign in to CCP.
3. If it doesn't load:
- Check Chrome settings:
- Allow Pop-ups and Redirects for *.salesforce.com and *.connect.aws
- Allow Insecure Content under Chrome Settings > Site Settings
4. If still blocked:
- Open CCP directly in new tab: https://your-instance-alias.my.connect.aws/ccp-v2/
- Login with Amazon Connect admin credentials.
- Return to Salesforce and retry.
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Testing the Integration
Step 9: Make and Receive Calls
1. Use the number pad in CCP to make outbound calls.
2. Call your claimed number from a phone to test inbound routing.
3. Salesforce screen pop will display contact/account information based on the caller number.
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Summary of Key Components
- Amazon Connect: Cloud telephony system.
- Salesforce CTI Adapter: Allows integration between Connect and Salesforce.
- CCP (Contact Control Panel): Softphone for agents.
- Permission Sets & Call Center: Provides access and functionality.
- Utility Bar Softphone: Agent-facing tool in Salesforce.
