Amazon Connect - User Guide
Amazon Connect Zendesk Integration User Guide
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Amazon Connect: User Guide Copyright © 2017 Amazon Web Services, Inc. and/or its affiliates. All rights reserved. Amazon's trademarks and trade dress may not be used in connection with any product or service that is not Amazon's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Amazon. All other trademarks not owned by Amazon are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Amazon.
Table of Contents Amazon Connect Documentation ............................................................................................................................. 4 Amazon Connect Zendesk App ................................................................................................................................ 4 Amazon Connect Zendesk Integration ............................................................................................................ 4 Step 1: Install the Amazon Connect Zendesk App ................................................................................. 4 Step 2: Configure the Zendesk Application ............................................................................................ 5 Step 3: Configure Amazon Connect Instance ........................................................................................ 7 Step 4: Configure Optional Contact Flow Blocks ................................................................................... 7 Step 5: Test the Integration .................................................................................................................... 9 Using the Zendesk Application................................................................................................................................ 10 Logon ............................................................................................................................................................ 10 Receiving a call ............................................................................................................................................. 11 Ending a call .................................................................................................................................................. 12 Click2Call ...................................................................................................................................................... 13 AWS Glossary......................................................................................................................................................... 15
Amazon Connect Documentation User should be familiar with Amazon Connect prior to installing and configuring the Amazon Connect Zendesk App. Please refer to the Amazon Connect User Guide.
Amazon Connect Zendesk App The Amazon Connect Zendesk application (APP) is a Zendesk app that runs on top bar of Zendesk instance and provide an interface, within Zendesk, to control calls on the Amazon Connect platform. The APP will also generate tickets when new calls are handled and update tickets with additional call details at end of the call.
Amazon Connect Zendesk Integration Integration with Salesforce allows you to configure lookup details in Salesforce using the CLID of a customer contact via Amazon Connect. The procedure below covers setting up your integration to look in the Description field and return whether the caller is a VIP based on the contents of that field.
Step 1: Install the Amazon Connect Zendesk App The first step is to install the Amazon Connect Zendesk application to your Zendesk instance. In order to install, proceed to the Zendesk Market Place located within the settings of your Zendesk instance.
Locate the Amazon Connect Zendesk App and click install. Select your Zendesk instance and proceed.
Proceed to Step 2 to configure the Amazon Connect Zendesk Application.
Step 2: Configure the Zendesk Application During or after the initial installation the app configuration settings should be reviewed and updated. Please see the below screen image for reference.
The one setting that is required to be set is the Amazon Connect Directory. This must be set to the URL defined in the Amazon Connect instance as shown in following image. The other settings all have valid default values but can be changed based on customer need. Each setting has a description provided that describes its use.
Step 3: Configure Amazon Connect Instance In order for the Amazon Connect application within Zendesk to be allowed access to your Amazon Connect instance. In order to allow this you must add the URL of the Zendesk Application to the Integration Origins of your Amazon Connect instance. To do this add https://115829.apps.zdusercontent.com to the origins.
Step 4: Configure Optional Contact Flow Blocks In order to route calls to agent’s at least one contact flow is required. Please refer to the Amazon Connect User Guide for more information on general contact flow design and creation. Once you have a working contact flow additional contact flow blocks may be added to set attributes that will then be displayed in Zendesk. Two common contact flow additions that may be added are setting the DialedNumber and collecting an existing Zendesk ticket number. To set dialed number you must add a set attribute block to the contact flow and configure it to store the number desired. Important: The name of the attribute that is used to store the dialed number should be the same name that is configured within the Zendesk app configuration to store the dialed number.
To collect an existing ticket number from caller you must add a “Collect customer Input” and a “set attribute” block to the contact flow and configure it to store the number entered by the caller. If the ticket number is collected from the caller the Zendesk integration app will open the ticket entered rather than creating a new ticket when call is answered. It should be noted that you could also leverage other blocks, such as Lambda functions, to place calls to Zendesk to locate an existing ticket for customer and integration will open the ticket number found as well. Important: The name of the attribute that is used to store the ticket number, whether collected from caller or retrieved via a Lambda function, must be the same name that is configured within the Zendesk app configuration to store the Zendesk ticket number.
Contact attributes that are set in the Contact Flows will appear within Zendesk ticket comments for the created or opened ticket.
Step 5: Test the Integration Call your Amazon Connect number for the contact flow that is configured. The Zendesk app should alert and, when answered, display a new or an existing ticket to the answering agent. Please refer to the next section for more detail on use of the Amazon Connect Zendesk application.
Using the Zendesk Application The Amazon Connect Zendesk Application (APP) resides within Zendesk and contains the Amazon Connect Contact Control Panel (CCP) for softphone controls and functions. This section will describe the features and functions that are specific to the Zendesk integration aspects of the application and the user should refer to refer to the Amazon Connect User Guide for detailed information on use of CCP.
Logon First, ensure you are logged in to the Amazon Connect instance. If you open the Amazon Connect Zendesk application and are not logged into Amazon Connect instance you will be presented with a screen similar to below screen. This indicates that you must first log into the Amazon Connect instance. Once you are logged in return to the Amazon Connect Zendesk application and refresh it.
If the user terminates their Amazon Connect session outside of the Amazon Connect Zendesk application they will be presented the above screen which indicates that they must log back into the Amazon Connect instance via its standard logon method.
Receiving a call When a call is routed to agent via Amazon Connect the APP will show alerting.
Once agent answers the call (or call automatically answers - if auto answer configured in Amazon Connect) the phone will display the connected call and a Zendesk ticket will be displayed that contains call related information. Please note recording information will only be displayed if the APP’s recording setting is enabled and recording will only be available in Amazon Connect if Amazon Connect is configured to record calls.
Ending a call When the caller of the agent releases the call the APP will update the ticket with a Zendesk Voice Comment that includes a summary of call information and will embed a media player in order to make the call recording available directly within the Zendesk ticket. Please note embedded media player will only be displayed if the APP’s recording setting is enabled and recording will only be available in Amazon Connect if Amazon Connect is configured to record calls. Also note that the call recording may not be available for playing for a few minutes after end of the call.
Click2Call The APP will display numbers that are stored in a user’s profile that support Click2Call when a Zendesk user profile is displayed in Zendesk. The agent can click on this buttons to place an outbound call to the user with Zendesk integration enabled.
Document History for Amazon Connect The following table describes the documentation for this release of Amazon Connect Zendesk Integration. • Latest documentation update: March 23, 2017
Change
Description
Date
Initial draft release
Initial release of the Amazon Connect Zendesk User Guide.
March 23, 2017
Added public AppId
Added public AppId
March 27, 2017
AWS Glossary For the latest AWS terminology, see the AWS Glossary in the AWS General Reference.
iiiiiiiiii
Amazon Connect: User Guide Copyright © 2017 Amazon Web Services, Inc. and/or its affiliates. All rights reserved. Amazon's trademarks and trade dress may not be used in connection with any product or service that is not Amazon's, in any manner that is likely to cause confusion among customers, or in any manner that disparages or discredits Amazon. All other trademarks not owned by Amazon are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by Amazon.
Table of Contents Amazon Connect Documentation ............................................................................................................................. 4 Amazon Connect Zendesk App ................................................................................................................................ 4 Amazon Connect Zendesk Integration ............................................................................................................ 4 Step 1: Install the Amazon Connect Zendesk App ................................................................................. 4 Step 2: Configure the Zendesk Application ............................................................................................ 5 Step 3: Configure Amazon Connect Instance ........................................................................................ 7 Step 4: Configure Optional Contact Flow Blocks ................................................................................... 7 Step 5: Test the Integration .................................................................................................................... 9 Using the Zendesk Application................................................................................................................................ 10 Logon ............................................................................................................................................................ 10 Receiving a call ............................................................................................................................................. 11 Ending a call .................................................................................................................................................. 12 Click2Call ...................................................................................................................................................... 13 AWS Glossary......................................................................................................................................................... 15
Amazon Connect Documentation User should be familiar with Amazon Connect prior to installing and configuring the Amazon Connect Zendesk App. Please refer to the Amazon Connect User Guide.
Amazon Connect Zendesk App The Amazon Connect Zendesk application (APP) is a Zendesk app that runs on top bar of Zendesk instance and provide an interface, within Zendesk, to control calls on the Amazon Connect platform. The APP will also generate tickets when new calls are handled and update tickets with additional call details at end of the call.
Amazon Connect Zendesk Integration Integration with Salesforce allows you to configure lookup details in Salesforce using the CLID of a customer contact via Amazon Connect. The procedure below covers setting up your integration to look in the Description field and return whether the caller is a VIP based on the contents of that field.
Step 1: Install the Amazon Connect Zendesk App The first step is to install the Amazon Connect Zendesk application to your Zendesk instance. In order to install, proceed to the Zendesk Market Place located within the settings of your Zendesk instance.
Locate the Amazon Connect Zendesk App and click install. Select your Zendesk instance and proceed.
Proceed to Step 2 to configure the Amazon Connect Zendesk Application.
Step 2: Configure the Zendesk Application During or after the initial installation the app configuration settings should be reviewed and updated. Please see the below screen image for reference.
The one setting that is required to be set is the Amazon Connect Directory. This must be set to the URL defined in the Amazon Connect instance as shown in following image. The other settings all have valid default values but can be changed based on customer need. Each setting has a description provided that describes its use.
Step 3: Configure Amazon Connect Instance In order for the Amazon Connect application within Zendesk to be allowed access to your Amazon Connect instance. In order to allow this you must add the URL of the Zendesk Application to the Integration Origins of your Amazon Connect instance. To do this add https://115829.apps.zdusercontent.com to the origins.
Step 4: Configure Optional Contact Flow Blocks In order to route calls to agent’s at least one contact flow is required. Please refer to the Amazon Connect User Guide for more information on general contact flow design and creation. Once you have a working contact flow additional contact flow blocks may be added to set attributes that will then be displayed in Zendesk. Two common contact flow additions that may be added are setting the DialedNumber and collecting an existing Zendesk ticket number. To set dialed number you must add a set attribute block to the contact flow and configure it to store the number desired. Important: The name of the attribute that is used to store the dialed number should be the same name that is configured within the Zendesk app configuration to store the dialed number.
To collect an existing ticket number from caller you must add a “Collect customer Input” and a “set attribute” block to the contact flow and configure it to store the number entered by the caller. If the ticket number is collected from the caller the Zendesk integration app will open the ticket entered rather than creating a new ticket when call is answered. It should be noted that you could also leverage other blocks, such as Lambda functions, to place calls to Zendesk to locate an existing ticket for customer and integration will open the ticket number found as well. Important: The name of the attribute that is used to store the ticket number, whether collected from caller or retrieved via a Lambda function, must be the same name that is configured within the Zendesk app configuration to store the Zendesk ticket number.
Contact attributes that are set in the Contact Flows will appear within Zendesk ticket comments for the created or opened ticket.
Step 5: Test the Integration Call your Amazon Connect number for the contact flow that is configured. The Zendesk app should alert and, when answered, display a new or an existing ticket to the answering agent. Please refer to the next section for more detail on use of the Amazon Connect Zendesk application.
Using the Zendesk Application The Amazon Connect Zendesk Application (APP) resides within Zendesk and contains the Amazon Connect Contact Control Panel (CCP) for softphone controls and functions. This section will describe the features and functions that are specific to the Zendesk integration aspects of the application and the user should refer to refer to the Amazon Connect User Guide for detailed information on use of CCP.
Logon First, ensure you are logged in to the Amazon Connect instance. If you open the Amazon Connect Zendesk application and are not logged into Amazon Connect instance you will be presented with a screen similar to below screen. This indicates that you must first log into the Amazon Connect instance. Once you are logged in return to the Amazon Connect Zendesk application and refresh it.
If the user terminates their Amazon Connect session outside of the Amazon Connect Zendesk application they will be presented the above screen which indicates that they must log back into the Amazon Connect instance via its standard logon method.
Receiving a call When a call is routed to agent via Amazon Connect the APP will show alerting.
Once agent answers the call (or call automatically answers - if auto answer configured in Amazon Connect) the phone will display the connected call and a Zendesk ticket will be displayed that contains call related information. Please note recording information will only be displayed if the APP’s recording setting is enabled and recording will only be available in Amazon Connect if Amazon Connect is configured to record calls.
Ending a call When the caller of the agent releases the call the APP will update the ticket with a Zendesk Voice Comment that includes a summary of call information and will embed a media player in order to make the call recording available directly within the Zendesk ticket. Please note embedded media player will only be displayed if the APP’s recording setting is enabled and recording will only be available in Amazon Connect if Amazon Connect is configured to record calls. Also note that the call recording may not be available for playing for a few minutes after end of the call.
Click2Call The APP will display numbers that are stored in a user’s profile that support Click2Call when a Zendesk user profile is displayed in Zendesk. The agent can click on this buttons to place an outbound call to the user with Zendesk integration enabled.
Document History for Amazon Connect The following table describes the documentation for this release of Amazon Connect Zendesk Integration. • Latest documentation update: March 23, 2017
Change
Description
Date
Initial draft release
Initial release of the Amazon Connect Zendesk User Guide.
March 23, 2017
Added public AppId
Added public AppId
March 27, 2017
AWS Glossary For the latest AWS terminology, see the AWS Glossary in the AWS General Reference.
