Configure Amazon Connect in SalesForce

Verint can capture post-call and real-time audio from Amazon Connect when it's used as the voice platform in Sales Force. Configuration is the same as for a regular capturing solution for Amazon Connect, except that the IAM role requires different permissions.

When you configure Amazon Connect, you must access the configuration dashboard from the SalesForce portal, as described in steps 1–4.

Procedure 

  1. Log in to your SalesForce portal using an administrator-level account.

  2. From the Setup menu, select Setup.

    setup

  3. Search for Partner Telephony Contact Centers.

  4. Select your instance of Amazon Connect.

    If the list is empty, make sure you are logged in to the customer's SalesForce instance and are using an administrator account. For a new CTI connection, contact the SalesForce support team to have them create a contact center entry.

    SalesForce portal Partner Telephone Contact Centers

  5. On the Contact Center Details page, under Settings, click Telephony Provider Settings.

    You are redirected to the Amazon Connect instance.

  6. If not already done by the SalesForce support team, configure Amazon Connect and enable the Capturing and Media Streams, as described in Configuring Amazon Connect.

What to do next 

Configuring Verint capture

Related topics 

Configuring Amazon Connect