Overview
This article is intended for departments and programs using Amazon Connect to enable notifications for incoming calls.
Amazon Connect is accessed via a web browser. Amazon supports the Chrome and Firefox browsers for basic use. One potential problem with using a browser window for the agent’s softphone is that the window can get obscured under other windows. This can make it difficult for the agent to click the Answer button in time.
Luckily both Windows and macOS have built-in notification settings. If you turn these on the for browser being used (example in this article is for Chrome), then your computer will better notify you for any inbound call, even if the Agent window becomes obscured or was hidden.
How to turn on notifications for Windows
Start > Settings (gear icon) > System > Notifications & actions > scroll down to find Google Chrome and select On.
Note: We recommend that you might want to turn off other items for notifications to keep the notifications area clean. It may be the case, that only Chrome is turned on.
Change notification duration on-screen to 30 seconds
In Windows 10, one can change the length of time the notification banner is displayed for:
Go to Start > Settings > Ease of use > Change time in the drop-down list under Show notifications for (default being 5 seconds) to 30 seconds.
Troubleshooting Windows Notifications
Go to the login page for your contact center. The URL will look like: https://<name>.awsapps.com/connect/login
In Chrome, select the padlock icon on the left-hand side of the Address Bar to open options for that URL. For Notifications, select Allow.
If you do not see Notifications, see the section on blocking and allowing notifications below.
Blocking and Allowing Notifications
It is possible to block notifications by default, but then allow specific sites to notify. Here’s an example of how to just add Amazon Connect should you want other site notifications blocked:
Select the three vertical dots at top-right, then select Settings > Site Settings > scroll down to find Notifications. At the top, permit sites to request notifications.
In the Site field, enter [*.]awsapps.com, then select Add.
How to turn on notifications for macOS
Under the Apple menu, select System Preferences > Notifications > Google Chrome > then Allow Notifications from Google Chrome
