Amazon Connect: Turning on Notifications

AUDIENCE: This software assumes you have a call-center (or need one) with staff dedicated to answering the phone during open hours.   It also assumes you have an advertised  main number for any call-back.   For example, the software is used by UO Admissions, and Advising.  The software cannot be used by individuals.  For example, agents in Amazon Connect do not have a phone number.  They can only reached by the main number and via the automated call distribution.

Background: Amazon’s Connect is accessed via a web browser. For best notification on in-bound call, we recommend using Google’s Chrome 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 Mac OS and Windows have built in notifications. If you turn these on the for browser being used (example given is for Chrome), then your computer will better notify you for any inbound call, even if the ‘agent’ window was hidden.

How to turn on notifications for Mac OS:

Under the Apple menu (top-left) “System Preferences” “Notifications” -> Select “Google Chrome” then “Allow Notifications from Google Chrome”
(See picture below):

How to turn on notifications for Windows 10:
Start-> Settings (gear icon)-> System -> “Notifications and actions” then (scroll down) to find Google Chrome and select “On.”

Troubleshooting:
Go to the login page for your contact center. The URL will look like: https://<name>.awsapps.com/connect/login

Once connected, then click the padlock icon, and “Allow” Notifications.

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 3 virticle dots at top-right, Settings -> Site Settings-> find notifications and at the top permit sites to request notifications.

You may add the site to your “Allow” list:
Click “Add” under Allow

Type “[*.]awsapps.com then click “Add”
Please verify the site is not in your ‘blocked’ list.

What if notification disappears too quickly? 
In windows 10, one can change the length of time the notification banner is displayed for:
Go to start – settings – ease of use – then change time in the drop down list under “Show notifications for” (default being 5 seconds): (see pic that follows)

Details

Article ID: 110000
Created
Mon 6/15/20 10:15 AM
Modified
Mon 8/3/20 9:00 AM