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CTI Adapter Details

The CTI Adapter configuration begins with the adapter details. These fields provide the basic information needed to relate the Adapter to the call center configuration in Salesforce and, ultimately, to the agents and supervisors that will be using the platform.

Update the CTI Adapter Details#

  1. CTI Adapter Name: provide a unique name for this CTI adapter definition

  2. Amazon Connect Instance: This was configured in a previous section. This is the instance url for your Amazon Connect instance.

  3. Amazon Connect Instance Region: This is the code for the region that you have deployed your Amazon Connect instance to. This is required for the Amazon Connect chat APIs to work correctly. If you do not use the chat feature of Amazon Connect, this field is not necessary

  4. Custom Ringtone: This allows for overriding the built-in ringtone with any browser-supported audio file accessible by the user.

  5. Call Center Definition Name: This was configured in a previous section. This is the internal name of the Call Center configured in Salesforce setup. This value links the CTI Adapter to the Call Center, and ultimately to the agents.

  6. Softphone Popout Enabled: Salesforce supports softphone pop out in Console and Lightning Experience modes. When the softphone is popped out, it opens in a new browser window external to the Salesforce UI. This is helpful in use cases where the call controls are regularly needed but the agent also needs full access to the entire console.

  7. Debug Level: For future use

  8. Medialess: Amazon Connect supports running in VDI environments, however best practice is to send the actual audio stream via a separate CCP. Selecting the medialess option will configure the Salesforce CCP to run in medialess mode, which provides the data that Salesforce needs for screenpop while the audio is streamed to a local CCP.

  9. Presence Sync Enabled: This setting allows the adapter to use the presence rules to sync state from Amazon Connect to Salesforce Omni-Channel.

  10. Audio Device Settings Turning this setting on allows the Agent to setup a custom audio device for their speaker, microphone and ringer in the adapter (Speaker and Ringer settings not available on Firefox). You may have to add this field to the layout manually. See troubleshooting.

  11. Phone Type Settings Turning this setting on allows the Agent to change their Phone Type in the CCP. You may have to add this field to the layout manually. See troubleshooting.

Medialess Popout CCP#

To enable a popout CCP for agents to use, you need to enable it using Features.

  1. Open the CTI Adapter that you have medialess enabled on.
  2. In the bottom tabs, select the Features section and click New.
  3. Set the AC Feature Name to be EnableMedialessPopout
  4. Set the Value to be Enabled:true
  5. Ensure that the Active checkbox is checked, then hit Save.
  6. Now refresh your page, and you should see the a popup created, which you can use to handle media.

Single Sign On Settings#

The Amazon Connect CTI Adapter supports single sign on(SSO) via SAML integration. This allows customers that use a SAML provider for authentication into Amazon Connect. You will need the SSO URL for your provider and the Relay State settings for your Amazon Connect instance.

For general information on configuring SAML for Amazon Connect, please refer to: Amazon Connect Administrator Guide: Configure SAML for Identity Management in Amazon Connect.

If you wish to use Salesforce as your identity provider for Single Sign On, please follow the setup instructions in Appendix B - Configuring Salesforce as Your Identity Provider.

For information about configuring specific SAML providers to work with Amazon Connect:

Once you have your SAML integration working with Amazon Connect, you will need to create the Amazon Connect Single Sign On URL and validate that it works correctly, then configure the Lightning CTI adapter and login the agent.

Note: With the new Amazon Connect instance urls (*.my.connect.aws) you must put the full URL into the Amazon Connect Instance field in the AC CTI Adapter record for SSO to work. Ex: using https://myinstance.my.connect.aws instead of my instance.

Identify the SSO URL components#

In order to authenticate with Amazon Connect, you need your IdP login URL from your SAML provider and a relay state URL that will redirect the authenticated user to your Amazon Connect instance.

Your IdP Login URL will resemble the following (Salesforce is shown):

https://m******run-dev-ed.my.salesforce.com/idp/login?app=0sp0N000000Caid

The 'RelayState' will be in the following format:

https://console.aws.amazon.com/connect/federate/[object Object]?destination=%2Fconnect%2Fccp

Please note that "console.aws.amazon.com" refers to US-East-1 region (N. Virginia). If your Amazon Connect instance is in a different region, please use the region Console URL. For example:

https://us-west-2.console.aws.amazon.com/connect/federate/[object Object]?destination=%2Fconnect%2Fccp

Configure the CTI Lightning Adapter in Salesforce#

Now we are ready to complete the last step in the configuration process: Adding the SSO settings to the Lightning Adapter. This will configure the adapter to authenticate via SSO and redirect to the Amazon Connect Contact Control Panel once authentication completes.

  1. Log in into your Salesforce org and go to the Service Console

  2. Expand the navigation menu by selecting the down arrow and choose AC CTI Adapters.

  1. Select ACLightningAdapter

  2. Scroll down to the Single SignOn (SSO) section and choose the pencil icon of either field to edit

  1. For the SSO Url, paste your IdP login URL up to the first question mark (if one exists). A couple of examples are provided: Salesforce:

    https://m******run-dev-ed.my.salesforce.com/idp/login?app=0sp0N000000Caid

    Microsoft ADFS:

    https://sts.yourcorp.com/adfs/ls/idpinitiatedsignon.aspx
  2. Paste this portion of the URL into the SSO Url field

  1. For the SSO Relay State: IF you had a question mark in your login URL, paste everything AFTER the question mar into the SSO Relay state field, then add &RelayState= to the end, and append your relay state URL. For example:

    app=0sp0N000000Caid&RelayState=https://console.aws.amazon.com/connect/federate/[object Object]?destination=%2Fconnect%2Fccp

    IF you did not have a Question Mark, then enter &RelayState= into the SSO Relay State field and append your relay statue URL to it. For example:

    &RelayState=https://console.aws.amazon.com/connect/federate/[object Object]?destination=%2Fconnect%2Fccp
  2. Example of a completed SSO section (Salesforce is shown)

  1. Choose Save

  2. Refresh your browser to make the changes take effect

    a. NOTE: If you receive a blocked popup warning, select the warning and change the setting to always allow popups from your Salesforce org, then refresh the browser again

  1. After a few seconds, a new window should pop up for a moment. This window is performing the authentication and setting your session cookie. Once it does this, it will close automatically.
  1. Once the authentication window closes, select the phone icon in the console toolbar to open the CCP Note: You may also receive popups to allow notifications and microphone access. Please accept both.

  2. You should now see the authenticated and logged in CCP

  1. SSO Configuration is complete