Agents can also use Amazon CCP for Agent state change and call controls instead of Acqueon softphone. The agent can receive, hold, mute, transfer, Conference, and end the call from Amazon CCP.
The standalone Workspace widgets can be used along with Amazon CCP to Screen Pop the customer information during an Outbound Call using HVOC. Amazon CCP can be added as a Widget using Workspace Configurator and can be placed in the layout.
Note:
For the tethered architecture, only Acqueon softphone must be used.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
This is a call that has more than two parties connected. When an agent on a call (with a customer) adds another party (either another agent, a supervisor, or a third party), this call becomes a conference.
This is the information that is automatically displayed (screenpopulation) on the desktop when an agent answers a call. This information is pulled from the database and populated to help the agent with relevant information when handling the call.
A call that originates from a contact center DN or a contact center IVR system and is dialed to an external entity.
This is a portion of an application's user interface that provides information / data relevant to a specific functionality.
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