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Appendix D: CTI Flow Examples

Voice Contact Screenpop (Legacy Adapter Support)#

Source: Amazon Connect Voice Contact

Event: onConnecting

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Chat Contact Screenpop#

Source: Amazon Connect Chat Contact

Event: onConnecting

Download

Click-to-Dial#

Source: Amazon Connect Chat Contact

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

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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

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Create a Task (Call Activity) and Pop That Task#

Source: Amazon Connect Chat Contact

Event: onConnecting

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.

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