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Auto Accept Calls within Salesforce, controlled within AWS

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Hi,

I'm looking for some guidance on how to configure this feature. In summary: Agents handle calls within Salesforce Omni. The agents cofiguration, routing profiles and call routing is all defined within AWS. We would like to be able to switch agents on and off from 'Auto-accept' calls but would like to control this via AWS too (ie, the change to be controlled by making the change in AWS), rather than having to process the change to the user configuration within Salesforce. We know that Auto-Accept does not work in Salesforce unless the user is updated within there.... but are looking for a way to facilitate that change triggered by the change to the user in AWS

Is this possible and what is the best way to achieve this?

Thanks

Topics
ServerlessComputeMachine Learning & AIApplication IntegrationBusiness Applications
Tags
AWS LambdaAmazon Connect
Language
English
HLKenny
asked 7 days ago36 views
2 Answers
0

You can set auto answer within the Connect dashboard as mentioned here[1]. I'm not sure if this solves your issue but let me know if I am missing something here.

Thanks.

[1]https://docs.aws.amazon.com/connect/latest/adminguide/enable-auto-accept.html#enable-auto-accept-existing

AWS
Ernest-Rodriguez
answered 7 days ago
  • HLKenny
    6 days ago

    Thanks for the response, Ernest. Unfortunately it's not that simple when Connect is integrated with Salesforce (agents handling calls on Omni). Salesforce alerts continues 'offer' the call for the agent to accept and the work is not 'allocated' to the agent on Salesforce... even though the call is succesfully auto-accepted. This causes issues with workload management, contact handling and reporting then. Salesforce needs to be updated to set the advisor with auto-accept provisioned there. The trick is then in the question... We want to manage all agent configuration related to routing and contact handling in one place. but Auto-Accept must be adjusted on Salesforce to work properly.

  • Ernest-Rodriguez
    2 days ago

    Thanks for getting back to me. If you have Salesforce configured to auto accept but you have auto accept disabled in Amazon Connect, does it still work? Having Connect integrated within Salesforce will inherently add more steps and configuration that I don't believe we can simplify just yet. I think a good Feature Request would be what you are asking, simplify agent configuration and routing to one place that updates both.

0

Yes, it is possible to control the Auto-Accept Call feature for agents using Amazon Connect while they handle calls within Salesforce Omni. However, there are some considerations and steps to take to achieve this:

  1. In Amazon Connect, you can enable or disable the Auto-Accept Call feature for agents through their user settings. This can be done when configuring an agent's profile or when editing an existing agent.

  2. When Auto-Accept Call is enabled, available agents will automatically connect to contacts without needing to manually accept them. This feature applies only to voice calls and not to chats, tasks, or emails.

  3. To synchronize the Auto-Accept Call setting between Amazon Connect and Salesforce, you'll need to use the integration capabilities between the two systems. The CTI Adapter for Amazon Connect and Salesforce supports bidirectional synchronization of agent states.

  4. You can set up Presence Sync Rules to ensure that the agent's status and settings in Amazon Connect are reflected in Salesforce Omni. This allows for tighter control of agent availability across both platforms.

  5. To automate the process of updating the Auto-Accept Call setting in Salesforce when it's changed in AWS, you may need to develop a custom solution. This could involve:

    a. Creating a Lambda function that detects changes to agent settings in Amazon Connect. b. Using the Salesforce API to update the corresponding user settings in Salesforce when a change is detected. c. Implementing this function as part of your integration workflow between Amazon Connect and Salesforce.

  6. Keep in mind that while you can control the setting from AWS, the change still needs to be reflected in Salesforce for it to take effect in the Salesforce Omni interface.

By implementing this approach, you can manage the Auto-Accept Call feature primarily through AWS while ensuring that the changes are propagated to Salesforce, allowing for centralized control of this feature from the Amazon Connect side.

Remember to thoroughly test this setup to ensure it behaves as expected in all scenarios and that the synchronization between Amazon Connect and Salesforce is working correctly.
Sources
Enable auto-accept call for agents - Amazon Connect
Configure the agent's profiles and task settings in Amazon Connect - Amazon Connect
Keep agent status as "Available" - not "Missed" | AWS re:Post

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answered 7 days ago

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