Dial via API

1 min

To connect CTI Data Connector for Salesforce® with the Amazon Connect instance, you need to do configurations in the Call Center - Dial via API setup configuration.

•Mirage - Dial via API Name

Name of the Dial via Api configuration

•Authentication Type

Login with username which means Amazon Connect username and password will be used for authentication. SSO will be supported later.

•Provider

Amazon Connect is the default provider.

•Active

You can set the Dial via Api configuration active / inactive using the Active check box.

•CCP URL

This is the Contact Control Panel (CCP) URL . General format of the url is - https:// [instance name].awsapps.com/connect/ccp-v2

•Country/Region

Select the region in which Amazon Connect instance has been set up, e.g. - Europe(Frankfurt) eu-central-1

•Waiting time after call rejection (sec)

Configure the waiting time in seconds for which Amazon Connect will be in offline state after call is rejected by the agent . Agent will come to online state automatically after the configured seconds after the call rejection time. To avoid conflicts with workflows, it should be at least 20 seconds.

How to get Amazon Connect instance name and the region

•Login to your AWS Account, then navigate to the Amazon Connect console.

•Click the instance name of the Amazon Connect instance