Posted On: Apr 14, 2021
Amazon Connect now gives contact center managers the ability to change the visibility of the options that appear on the Settings page of the Contact Control Panel (CCP) when using the the Amazon Connect Streams API. For example, contact center managers may want to hide the “Phone Type” setting to prevent users from selecting a phone type that might increase costs or go against company policy. Alternatively, contact center managers can make the new “Audio Device” setting visible, which allows agents to select which speaker, microphone, and ringer device they want to use. This enables agents to complete work away from their computer and still hear the inbound ringtone through the speaker when contacts come in.
Amazon Connect CCP settings management is available to customers using the Amazon Connect Streams API. In addition, customers using the latest release of the Amazon Connect Computer Telephony Integration (CTI) Adapter for Salesforce will have the ability to enable this for their agents. It is available in all AWS regions where Amazon Connect is offered. To learn more, see the help documentation, or visit the Amazon Connect website.