Amazon Connect

The CT Suite Softphone is located on the top of the CT Suite web client interface and allows you to control your phone and your agent state. The softphone is synchronized with your desk phone (if applicable), and you may change states using either option.

The sections below will describe how to begin using CT Suite.

Agent Controls

The Agent controls appear on the right side of the softphone pane.

This section covers how to control agent states, and how to log in and out of Amazon Connect using CT Suite. For instructions on how to log into the web application, please see the section Starting CT Suite.

To login to Amazon Connect, the agent should log into the Amazon Connect window using the AC credentials provided. This window should present immediately upon logging into the CT Suite web client.

Once logged in, the user may now select a state. Clicking the agent state button opens the drop-down that presents these options.

1. Available: When ready to handle contacts, agent can set their status in the CCP to Available. This means inbound contacts can be routed to them.
2. Offline: When agents want to stop taking inbound contacts, they can also change their status to Offline.
3. Other unavailable codes: These codes are customized by your administrator.

Call Control

Once you have logged into CT Suite, you can now receive and make calls using the CT Suite softphone. Your audio will be transmitted to your headset using one of several methods that will be configured by your administrator.

This section covers how to use the softphone controls to place, answer, hold, conference, transfer and end calls. Your desk phone (if you have one) is synchronized to this softphone and you may control the phone using either option.

To make an outbound call, type the phone number or use the dial pad to enter number in the dial line.

Click the Call button to place the call.

If an incoming call is coming in, the number will appear in the line appearance. Click Answer to accept the call.

Once a call is in progress, the agent can Mute or Unmute the microphone while on the call.

Once you have a call in progress, you can place call on hold by pressing the Hold button or end the call by clicking End.

Resume a held call by pressing the Resume button.

Enter DTMF input while connected on a call

While on a call, the agent can use the number pad in the line appearance to enter DTMF input (Touch Tones). The number pad in the main toolbar is for dialing purposes only and cannot be used to enter DTMF input.

Conference a Call

To Conference with another number or agent, click the Conference button in line appearance, then enter the number you wish to conference to in the dialog box, or select an agent from the quick-connect drop-down list. This will automatically place the first line on hold.

Before you Conference the two parties, you can switch between the lines by clicking Resume. This will place the alternate line on hold and resume your call with the line that was on hold.

When you are ready to put all parties into the conference, click the shaking Complete Conference icon in the active line appearance.

If you wish to leave the conference call while the other two parties stay joined, click the End button on the first line appearance.

The agent has the control to disconnect each party in the conference call by clicking the End button on the line appearance.

Transfer a Call

To Transfer an active call to another party, click the Transfer button in the active line appearance, then enter the number you wish to transfer to in the dialog box, or select an agent from the quick-connect drop-down list. This will automatically place the first line on hold.

Before you transfer the call, you can switch between the lines by clicking Resume. This will place the alternate line on hold and resume your call with the line that was on hold.

When you are ready to transfer the line, click the shaking Complete Transfer icon in the active line appearance.

Transfer a Call using Directory

1. With a party on line 1, click the Contacts widget.
2. Choose a Contact list.
3. Select a contact.
4. Click Call to dial the phone number listed in the "Phone" or "Mobile" field of the selected contact.
5. Click Complete Transfer in the line appearance.