How do I enable Auto-Accept Call for my agents in Amazon Connect?

Last updated: 2019-10-11

When agents in my Amazon Connect contact center are available, I want them to connect automatically to calls. How do I enable that?

Short Description

Enable Auto-Accept Call for your agents in Amazon Connect. When this setting is enabled for an available agent, the agent connects to contacts automatically.

Note: When a call arrives to an agent who has Auto-Accept Call enabled, the Contact Control Panel (CCP) briefly shows the options Accept call or Reject call. This is expected behavior. After a moment, the call is automatically accepted and these options disappear.

Resolution

At this time, you can't enable Auto-Accept Call while editing multiple existing users in your Amazon Connect instance. You must edit existing users individually to enable it. You can also configure the setting for multiple new users when you bulk upload new users with the CSV template.

Important: To complete these steps, you must log in as a user that has the following permissions in their security profile: Edit, Create, Remove, Enable / Disable, and Edit permission.

Enable Auto-Accept Call for existing agents

  1. Log in to your Amazon Connect instance using your access URL (https://domain.awsapps.com/connect/login).
    Note: Replace domain with your instance's domain.
  2. In the left navigation bar, pause on Users, and then choose User management.
  3. In the list of users, select an agent, and then choose Edit.
  4. On the Edit users page, under Phone Type, select the Auto-Accept Call check box.
  5. Choose Save.
  6. Repeat steps 3 through 5 for each user that you want to edit.

For more information, see Configure Agent Settings.

Bulk upload new users with Auto-Accept Call enabled

Note: You can't use the CSV template to edit information for existing users. If you include duplicate users with different information in the CSV template, you receive an error.

  1. Log in to your Amazon Connect instance using your access URL (https://domain.awsapps.com/connect/login).
    Note: Replace domain with your instance's domain.
  2. In the left navigation bar, pause on Users, and then choose User management.
  3. At the top right, choose Add new users.
  4. Under How do you want to set up your existing users?, next to Upload my users from a template (csv)., choose template to download a pre-formatted CSV file.
  5. In the CSV file, configure the details for the new users that you want to add. For soft phone auto accept (yes/no), be sure to enter yes.
  6. After configuring the CSV file, in your Amazon Connect instance, choose Upload my users from a template (csv)., and then choose Next.
  7. Under Select and upload a spreadsheet with user details, choose Choose file.
  8. Choose the configured CSV file from its location on your computer.
  9. In your Amazon Connect instance, choose Upload and verify.
  10. Under Verify user details, verify that your new users' information is correct, and then choose Create users.

For more information, see Add users to Your Amazon Connect Instance.

(Optional) Verify the change in CCP logs

To confirm that Auto-Accept Call is enabled for an agent, download the CCP logs generated for that agent. In the logs, the autoAccept attribute is set to "true" if this setting is enabled. The logs show something like this:

"type": "agent",
 "initial": false,
 "softphoneMediaInfo": {
         "callType": "audio_only",
         "autoAccept": true

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