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Appendix C: CTI Flow Examples

This appendix includes samples scripts that provide different functionality depending on the event source.

Voice Contact Screenpop (Legacy Adapter Support)

Source: Amazon Connect Voice Contact

Event: onConnecting

Download

Chat Contact Screenpop

Source: Amazon Connect Chat Contact

Event: onConnecting

Download

Click-to-Dial

Source: Salesforce UI

Event: onClickToDial

Download

Screen Pop on Customer Phone Number

Source: Amazon Connect Voice Contact

Event: onConnecting

Download

Screen Pop a Case on Contact Attribute Data (if it exists) or Pop a New Case (if it does not)

Source: Amazon Connect Voice Contact

Event: onConnecting

Download

Create a Task (Call Activity) and Pop That Task

Source: Amazon Connect Voice Contact

Event: onConnecting

Download

Screenpop on Customer Email Address (in contact attribute data)

Source: Amazon Connect Chat Contact

Event: onConnecting

Download

Create a Task (Call Activity) and Pop That Task

Source: Amazon Connect Chat Contact

Event: onConnecting

Download

Create a Task (Call Activity) and Pop That Task using CTI Actions

Source: CTI Action

Event: N/A

More details

Download

Create a Record on Chat Connected and Screenpop

Source: Amazon Connect Chat Contact

Event: onConnected

Download

Screenpop Chat Contact on View

Source: Amazon Connect Chat Contact

Event: onViewContact

Download

Default CTI Flows

The following zip file includes default flows, which are automatically added and activated on new installations of the package. However, if you are upgrading from an earlier version you may need to replace your legacy script with the new flow.

Download