# Provide agents with access to the Amazon Connect Contact Control Panel (CCP) **Note** This is the URL to the CCP website: **https://*instance name*.my.connect.aws/ccp-v2/** This is the URL to the [agent workspace](#use-agent-workspace): **https://*instance name*.my.connect.aws/agent-app-v2/** ## Steps to ensure agents can access the CCP Agents use the Contact Control Panel (CCP) to communicate with contacts. But before agents can access the CCP and handle contacts, there are a few things you need to do: 1. Ensure your network meets the requirements for using the CCP. For more information see [Set up your network to use the Amazon Connect Contact Control Panel (CCP)](ccp-networking.md). 1. Ensure agents have the appropriate headsets and workstations. For more information see [Agent headset and workstation requirements for using the Contact Control Panel (CCP)](ccp-agent-hardware.md). 1. Create a user name and password for agents to log into the CCP, by [adding agents to your instance](user-management.md). 1. At minimum, [assign them the **Agent** security profile](assign-security-profile.md). This grants them permissions to access the CCP, which they use to manage contacts. 1. Provide the user name, password, and the CCP website link to your agents so they can log in. We recommend telling agents to bookmark the URL to the CCP so they can readily access it. 1. Train your agents on the CCP: + Watch [Training video: How to use the Contact Center Panel (CCP) in Amazon Connect](ccp-video-training.md) ## Agent workspace: Everything in one place Want your agents to handle contacts and access customer profiles, cases, and knowledge all in one place? Use the [agent workspace](agent-user-guide.md)\$1 The *agent workspace* is a single web browser interface that hosts the CCP, [Customer Profiles](ag-cp-select.md), [Cases](search-cases.md), and [Connect AI agents](search-for-answers.md). If you're using the CCP that is provided with Amazon Connect, after you enable Customer Profiles, Cases, or Connect AI agents, share the following URL with your agents so they can access it in the agent workspace: + **https://*instance name*.my.connect.aws/agent-app-v2/** For help finding your instance name, see [Find your Amazon Connect instance name](find-instance-name.md). ## Grant microphone access in Chrome, Firefox, or Edge If agents experience problems with their microphone, they may need to grant microphone access in their browser. Choose one of the following articles to get the steps appropriate for your browser: + [Use your camera and microphone in Chrome](https://support.google.com/chrome/answer/2693767?hl=en) + [Firefox Page Info window](https://support.mozilla.org/en-US/kb/firefox-page-info-window) + *How to allow a website to use your camera or microphone while browsing in Microsoft Edge* in the article [Windows camera, microphone, and privacy](https://support.microsoft.com/en-us/windows/windows-camera-microphone-and-privacy-a83257bc-e990-d54a-d212-b5e41beba857) **Important** A change introduced in Google Chrome version 64 may result in issues with receiving calls if you are using an embedded Contact Control Panel (CCP) softphone using the Amazon Connect Streams library. If you are experiencing issues with your microphone when using Chrome version 64, you can resolve the issue by building and deploying the latest version of the [Amazon Connect Streams API](https://github.com/aws/amazon-connect-streams/blob/master/Documentation.md#downloading-streams), following the steps under *Downloading Streams*. You can also resolve the issue by using Firefox or Edge as your browser. ## How to get help for CCP issues **Agents**: Contact your manager or the technical support provided by your company. **Amazon Connect Administrators**: See [Troubleshooting Issues with the Contact Control Panel (CCP)](troubleshooting.md) for detailed troubleshooting steps. Or, log in to the [AWS Management Console](https://console.aws.amazon.com/console) (https://console.aws.amazon.com/console) using your AWS account. In the upper right corner of the page, choose **Support**, and open a support ticket. # Agent headset and workstation requirements for using the Contact Control Panel (CCP) Agent headsets and workstations in the contact center vary widely. While the Amazon Connect CCP is built to handle high levels of jitter and high latency environments, the architecture of the **workstations** that agents use, and the location and environment in which they take contacts, can impact the quality of experience. ## Headset requirements The agent's Contact Control Panel (CCP) is compatible with all types of headsets. For the best agent and customer experience, we recommend using a USB headset. Alternatively, you can redirect the contact to an external number, in E.164 format, using an agent's existing telephony. **Note** If the agent's audio device does not support up to 48kHz and the browser asserts a sample rate of 48kHz, audio issues such as an audible humming sound may be present in the agent's outgoing audio. This has been seen with Firefox but not with Chrome. For instructions on verifying the sample rate of the agent's headset and browser, see [Humming sound in the agent's audio device: Verify the headset and browser sample rates](verify-sample-rate.md) ## Workstation minimum requirements Underpowered workstations can make it difficult for agents to access the tools and resources they need to service contacts. Also, keep in mind the resource requirements when scoping workstations to ensure that they can perform under load while appropriately multitasking for the use case. Following are the minimum system requirements for the workstations using the CCP only. You'll need to scope additional memory, bandwidth, and CPU for the operating system and anything else running on the workstation to avoid resource contention. + **Browser**: For a list of all supported browsers, see [Browsers supported by Amazon Connect](connect-supported-browsers.md). + **Network** + **Audio** + **1:1 call:** 54 Kbps up and down + **Large call**: no more than 32 Kbps extra down for 50 callers + **Video** + **1:1 call**: 650 Kbps up and down + **HD mode**: 1400 Kbps up and down + **3 – 4 people**: 450 Kbps up and (N-1)\$1400 Kbps down + **5 – 16 people**: 184 Kbps up and (N-1)\$1134 Kbps down + Up and down bandwidth adapts lower based on network conditions + **Screen** + 1.2 Mbps up (when presenting) and down (when viewing) for high quality. This adapts as low as 320 Kbps based on network conditions. + **Remote control**: 800 Kbps fixed + **Memory**: 2 GB RAM + **Processor (CPU)**: 2 GHz ## iPhone and other mobile devices are not supported The Amazon Connect console, Contact Control Panel (CCP), and agent workspace do not support mobile browsers. ## How to determine whether a workstation is the source of problems To determine whether a workstation is the source of problems, you need access to various levels of logging information. However, adding logging and monitoring to workstations that are already experiencing resource contention may further reduce available resources and invalidate test results. We recommended that your workstation meet the minimum requirements, so you leave additional resources available for logging, monitoring, malware scanning, operating system functions, and any other running processes. Collect additional historical logging and data sources for correlation. If you see a correlation between the time of the event and the time the issue was reported, you may be able to determine the root cause with the following information: + Round trip time (RTT) and packet loss to endpoints located within your Amazon Connect Region from your agent workstation, or an identical workstation on the same network segment. If no Region endpoints are available because of security policies, any public WAN endpoint suffices, for example, www.Amazon.com. Ideally, use your instance alias address (https://*your-instance-alias*.my.connect.aws/), and also your signaling address for endpoints. You can find your Region endpoints here: [Amazon Connect endpoints and quotas](https://docs.aws.amazon.com/general/latest/gr/connect_region.html). + Regular monitoring of workstations that show processes running, and the current resource usage of each process. + Workstation performance/utilization in these areas: + Processor (CPU) + Disk / drive + RAM / memory + Network throughput and performance + Monitor all of the preceding for your VDI desktop environment, including RTT/packet monitoring between the agent workstation and the VDI environment. # How to troubleshoot the agent's headset in the Contact Control Panel (CCP) Problems with the agent's headset are usually caused by two issues: + The connection between the agent's headset and computer. + The permissions for the browser microphone. Here's what you need to do: + **Check that your computer recognizes your headset**—Check the settings in Device Manager to ensure that your computer recognizes the headset and allows proper headset connectivity. For example, if you're using a Windows PC: 1. Go to **Device Manager**, then expand **Audio inputs and outputs**. 1. If your computer recognizes your headset, you'll see it listed there. + **Check your browser settings for your headset/microphone** + **Chrome** 1. go to **Settings**, **Site Settings**, **Microphone**. 1. Then check that the correct headset is enabled. 1. To learn more, see [Use your camera and microphone in Chrome](https://support.google.com/chrome/answer/2693767?hl=en). + **Firefox** 1. While in the CCP, choose the lock icon in the address bar. If needed, grant permissions to the CCP. 1. To learn more, see [Firefox Page Info window](https://support.mozilla.org/en-US/kb/firefox-page-info-window). + **Remove your ad blocker**: If you're using an ad blocker extension, remove it and see if that fixes the problem. **Important** A change introduced in Google Chrome version 64 may result in issues with receiving calls if you are using an embedded Contact Control Panel (CCP) softphone using the Amazon Connect Streams library. If you are experiencing issues with your microphone when using Chrome version 64, you can resolve the issue by building and deploying the latest version of the [Amazon Connect Streams API](https://github.com/aws/amazon-connect-streams/blob/master/Documentation.md#downloading-streams), following the steps under *Downloading Streams*. You can also resolve the issue by using Firefox or Edge as your browser. For more information about solving audio problems, see [Troubleshooting Issues with the Contact Control Panel (CCP)](troubleshooting.md). # Agents not hearing the indicator for incoming chat If an agent can't hear the audio indicator for an incoming chat, the problem is likely because Google added an audio policy flag to Chrome. This flag exists in Chrome versions 71 - 75. To fix this, add the CCP website to the allowlist in the agent's Chrome settings. For instructions, see this [Google Chrome Help article](https://support.google.com/chrome/answer/114662). For more information about solving audio problems, see [Troubleshooting Issues with the Contact Control Panel (CCP)](troubleshooting.md). # Embed a custom Amazon Connect Contact Control Panel (CCP) The [Amazon Connect Streams](https://github.com/aws/amazon-connect-streams) documentation describes how to integrate your existing web applications with Amazon Connect. Streams gives you the power to embed the Contact Control Panel (CCP) UI components into your page, and/or handle agent and contact state events directly giving you the power to control agent and contact state through an object oriented event driven interface. You can use the built in interface or build your own from scratch: Streams gives you the power to choose. **Topics** + [Using Amazon Connect with third-party cookies](admin-3pcookies.md) + [Embed CCP into Salesforce](salesforce-integration.md) + [Embed CCP into Zendesk](zendesk-integration.md) # Using Amazon Connect with third-party cookies ## Google Chrome On Jul 22, 2024, Google [announced](https://privacysandbox.com/news/privacy-sandbox-update/) that they no longer plan to deprecate third-party cookies and instead will provide an opt-in mechanism for deprecating third-party cookies. Amazon Connect uses third-party cookies for authentication. With this announcement, Amazon Connect customers using Google Chrome no longer need to upgrade to StreamsJS or CTI Adapter versions that address third-party cookie deprecation, which were planned for release in Q3 2024. No customer action is needed at this time. # Embed the Amazon Connect Contact Control Panel (CCP) into Salesforce The core functionality of the Amazon Connect CTI Adapter provides a WebRTC browser-based Contact Control Panel (CCP) within Salesforce. The Amazon Connect CTI integration consists of two components: + [A managed Salesforce package](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJH4yUAH) + [An AWS Serverless application deployed to your AWS environment](https://serverlessrepo.aws.amazon.com/applications/arn:aws:serverlessrepo:us-west-2:821825267871:applications~AmazonConnectSalesforceLambda) For a detailed walk-through and setup of the full CTI Adapter capabilities for Salesforce Lightning, see the [Amazon Connect CTI Adapter for Salesforce Lightning installation guide](https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/notices/). For the CTI Adapter for Salesforce Classic, see the [Amazon Connect CTI Adapter for Salesforce Classic installation guide](https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/classic/notices/). We recommend that you initially install the package into your Salesforce sandbox. After the package is installed, you can configure your Salesforce Call Center configuration within Salesforce. # Embed the Amazon Connect Contact Control Panel (CCP) into Zendesk To integrate Amazon Connect and Zendesk, you need: + An Amazon Connect instance. + A [Zendesk Support](https://www.zendesk.com/support/) account and the [Contact Center add-on](https://www.zendesk.com/pricing/), or a Zendesk trial account. + A Zendesk for Contact Center instance configured by Zendesk. Before installing the [Zendesk for Contact Center app](https://www.zendesk.com/marketplace/apps/support/1114151/zendesk-for-contact-center/) you need to connect your Zendesk for Contact Center instance to your Amazon Connect instance using a CloudFormation stack installation. The template for this will be provided to you by Zendesk when your Zendesk for Contact Center instance is set up. After your Zendesk for Contact Center instance is created and linked to your Amazon Connect instance, install and configure the [Zendesk for Contact Center app](https://www.zendesk.com/marketplace/apps/support/1114151/zendesk-for-contact-center/) in your Zendesk Support account, and then connect the app with your Zendesk for Contact Center instance. For more information, see the [Zendesk for Contact Center documentation](https://support.zendesk.com/hc/en-us/sections/9248688983706-Using-Zendesk-for-Contact-Center). # Upgrade to the latest Amazon Connect Contact Control Panel (CCP). The URL for the latest Contact Control Panel (CCP) ends with **ccp-v2** You only need to upgrade to the latest CCP if you're using one the following options: + [The URL for your CCP ends with **/ccp\$1**](upgrade-browser-ccp.md) + [You use the Amazon Connect Streams API](upgrade-ccp-streams-api.md). The URL associated with `initCCP()` ends with **/ccp\$1** If you’re still unsure whether your using the latest CCP, go to [Compare the earlier and latest CCP](upgrade-browser-ccp.md#ui-comparison) to see if your CCP looks like the latest one. ## Upgrade on your own schedule, before your automatic upgrade date To upgrade to the latest CCP before your automatic upgrade date, use the steps in the following sections: + [Upgrade your Contact Control Panel (CCP) when your CCP URL ends with /ccp\$1](upgrade-browser-ccp.md) + [Upgrade your Contact Control Panel (CCP) when using the Amazon Connect Streams API](upgrade-ccp-streams-api.md) ## Upgrade later, automatically If you don't want to upgrade now, you can choose to wait until your scheduled upgrade date. Between now and your scheduled upgrade date, we recommend the following change management steps: + Compare how the upgraded CCP differs from the earlier one. For side-by-side visuals, see [Compare the earlier and latest CCP](upgrade-browser-ccp.md#ui-comparison). + Upgrade your CCP in a test environment. Use the latest CCP to learn how it's different, and to check your configurations. + Communicate to your agents when the upgrade is going to take place. + Train your agents to help them get ready. ## Schedule for the automatic upgrade Your automatic upgrade date is dependent on your usage. Following is the schedule for when we will start migrating environments: + <100 weekly minutes - start migrating on August 16, 2024 + <1K weekly minutes - start migrating on August 30, 2024 + <10K weekly minutes - start migrating on September 13, 2024 + <100K weekly minutes - start migrating on October 4, 2024 + >100K weekly minutes - start migrating on November 1, 2024 # Upgrade your Contact Control Panel (CCP) when your CCP URL ends with /ccp\$1 Upgrading to the latest CCP is easy. If you want, you can try out the latest CCP and then at a later date make the switch. Here's what you do: 1. **Try it out**: Change the URL in your browser from **/ccp\$1** to **/ccp-v2**. The latest CCP appears automatically. If you want, change it back to /ccp\$1 to return to the earlier CCP. 1. **Upgrade**: Change the URL in your browser from **/ccp\$1** to **/ccp-v2**. Bookmark the URL. 1. If you access the CCP through the Amazon Connect console by choosing the phone icon on the top right of a page, you will be re-directed according to the automatic upgrade date sent by email. Please reach out to your Amazon Solution Architect if your request is more urgent. ![\[The Amazon Connect admin website, phone icon in top right corner.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-phone-icon.png) 1. After the upgrade happens, if you use the /ccp\$1 URL, it resolves to **/ccp-v2**. ## Verify your network settings We highly recommend setting up your network to use [Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allowlist](ccp-networking.md#option1). Using this option helps Amazon Connect Support to quickly troubleshoot any issues you have. Specifically, using **\$1.telemetry.connect.\$1region\$1.amazonaws.com** passes more metrics to our Support team to help with troubleshooting. ## Update your SAML URL to ccp-v2 If you use SAML 2.0 as your identity management system, be sure to update the destination in your relay state URL to **ccp-v2**. Change `destination=/connect/ccp` to `destination=/connect/ccp-v2`. For more information, see [Use a destination in your relay state URL](configure-saml.md#destination-relay) ## Compare the earlier and latest CCP The images in this section show you how the latest CCP differs from the earlier CCP for common tasks that agents perform. The images show both CCP versions in their default state. **Tip** The chat tab appears on an agent's CCP only if their routing profile includes chat. ### Set status, use chat, access quick connects and number pad ![\[The available status in earlier CCP, available status in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-status-available.png) 1. Agents use a dropdown to set their status. 1. If you have enabled chat for the agent’s routing profile, the chat tab appears. 1. Choose the **Quick connects** button to type and call a phone number, or select a quick connect. 1. Choose the **Number pad** button to type and call a phone number. This is useful when the phone number has letters. ### Receive a call ![\[Receive a call in earlier CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-receive-call-earlier-ccp.png) ![\[Receive a call in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-receive-call-latest-ccp.png) ### Miss a call ![\[Miss a call in earlier CCP, miss a call in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-missed-call.png) ### Make a call: When to use Quick connects ![\[Make a call in earlier CCP, Make a call in latest CCP using quick connect.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-make-call.png) + Use the **Quick connects** button to type a number or select a quick connect. ### Make a call: When to use Number pad ![\[Make a call in earlier CCP, Make a call in latest CCP using number pad.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-make-call2.png) + Choose the **Number pad** button to type and call a number. This is useful for corporate numbers with letters (for example, 1-800-EXAMPLE). ### Make an outbound call ![\[Make an outbound call in earlier CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-connected-outbound-call-earlier.png) ![\[Make an outbound call in latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-connected-outbound-call-latest.png) ### Agent ends a call before being connected to the other party ![\[Agent ends call before being connected in earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-end-outbound-call-before-connecting.png) 1. If an agent ends a call before being connected, they are then available for a new contact to be routed to them automatically. 1. If an agent ends a call before being connected, they are prompted to choose **Clear contact**. ### Make another call while connected on a call ![\[Make another call while connected on a call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-another-call.png) 1. You can see the call that you are on while typing another number or selecting a quick connect. 1. After choosing **Quick connects**, you can choose the **Number pad** button. Then on the **Number pad** page, you can enter a number. ### Enter DTMF input while connected on a call ![\[Enter DTMF input while connected on a call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-dtmf.png) + While on a call, only use **Number pad** to enter DTMF input. ### Conference call scenario 1: Leaving a call when one party is on hold and the other is connected ![\[Leaving call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-conference-call.png) 1. Choose **Leave call** to leave the call. This automatically takes the first party off hold and connects them to the second party. 1. If instead you want to end the call, choose the **x** next to each party's number. This disconnects each party. ### Conference call scenario 2: Leaving a call when the other parties are joined ![\[Leaving call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-leave-call-keep-others-joined.png) 1. Choose **Leave call** to leave the call. The other two parties stay joined. 1. If instead you want to end the call, choose the **x** next to each party's number. This disconnects each party. ### Conference call scenario 3: Leaving a call when the other parties are on hold ![\[Leaving call earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-on-hold.png) 1. Choose **Leave call** to leave the call. The other two parties are automatically taken off hold and connected. 1. If instead you want to end the call, choose the **x** next to each party's number. This disconnects each party. ### Receive a queued callback ![\[Receive a queued callback earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-receive-callback.png) ### Miss a queued callback ![\[Miss a queued callback earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-miss-callback.png) ### Finish After contact work (ACW) ![\[Finish After contact work earlier CCP, latest CCP.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-acw.png) + During After contact work (ACW), agents can finish follow-up work, and then choose **Clear contact**. # Upgrade your Contact Control Panel (CCP) when using the Amazon Connect Streams API **Note** The Amazon Connect Streams API remains the same between the earlier and latest versions of the CCP. We recommend validating custom implementations built using the Amazon Connect Streams API when upgrading versions to ensure consistency in behavior. Use the following steps to upgrade to the latest CCP. 1. We recommend using the latest [Amazon Connect Streams API](https://github.com/amazon-connect/amazon-connect-streams). 1. Update the URL associated with `initCCP()` from **/ccp\$1** to **/ccp-v2**. For information about `initCCP()`, see [connect.core.initCCP()](https://github.com/aws/amazon-connect-streams#initialization) in the Amazon Connect Streams API documentation on GitHub. 1. Add your domain URL to the Approved origin list: 1. Log in to the [AWS Management Console](https://console.aws.amazon.com/console) (https://console.aws.amazon.com/console) using your AWS account. 1. Navigate to the Amazon Connect console. 1. Check that you're in the correct Region for your Amazon Connect instance. Choose your instance. ![\[The Amazon Connect virtual contact center instances page, the alias of your instance.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/tutorial1-lex-custom-bot18.png) 1. Choose **Application integration**, and then choose **Add origin**. ![\[The left navigation pane, application integration option, Add origin.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/upgradeccp-application-integration.png) 1. Enter your domain URL. All domains that embed the CCP for a particular instance to be explicitly added. For more information, see [this article](https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md#allowlisting) on GitHub. If you use Salesforce, you need to add the Salesforce domains to your allowlist to prevent any issues with the CTI Adapter CCP functionality. For detailed instructions, see the [Amazon Connect CTI Adapter for Salesforce Lightning installation guide](https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/lightning/notices/) or the [Amazon Connect CTI Adapter for Salesforce Classic installation guide](https://amazon-connect.github.io/amazon-connect-salesforce-cti/docs/classic/notices/). ## Verify your network settings We highly recommend setting up your network to use [Option 1 (recommended): Replace Amazon EC2 and CloudFront IP range requirements with a domain allowlist](ccp-networking.md#option1). Using this option helps Amazon Connect Support to quickly troubleshoot any issues you have. Specifically, using **\$1.telemetry.connect.\$1region\$1.amazonaws.com** passes more metrics to our Support team to help with troubleshooting. ## Update your SAML URL to ccp-v2 If you use SAML 2.0 as your identity management system, be sure to update the destination in your relay state URL to **ccp-v2**. Change `destination=/connect/ccp` to `destination=/connect/ccp-v2`. For more information, see [Use a destination in your relay state URL](configure-saml.md#destination-relay)