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Amazon Connect - Tethered

The following table lists all the call types and events that can be configured within Salesforce workflows when using an Amazon Tethered setup. These events specify the various triggers and actions available for integration with Salesforce.

Supported Events for Salesforce Workflow Configuration

Pacing Mode	Channel Type	Event	Description
Preview	Regular-Call	Preview	When the Agent receives a preview screen with call details
		initiate	When the agent accepts the call
		CustAnswered	When the customer answers the call When the Conference call is successfully initiated with the agents and the customer (Consult Conference scenario) When the agent transfers the call to the consultant agent after consulting (Consult Transfer scenario) When the agent transfers the call to the consultant agent directly (Blind Transfer scenario)
		Hold	When the agent initiates a consult call and the customer call is on hold
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call that is the agent is moved to the next state from the ACW state
		Consult	When the agent initiates the call to the consultant agent
		Conference	When the agent initiates the conference call after consulting
Progressive	Regular-Call	CustAnswered	When the customer answers the call When the conference call is successfully initiated with the agents and the customer (Consult Conference scenario) When the agent transfers the call to the consultant agent after consulting (Consult Transfer scenario) When the agent transfers the call to the consultant agent directly (Blind Transfer scenario)
	Regular-Call	Hold	When the agent initiates a consult call and the customer call is on hold
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
		Consult	When the agent initiates the call to the consultant agent
		Conference	When the agent initiates the conference call after consulting
Predictive	Regular-Call	CustAnswered	When the customer answers the call
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
	Regular-Call	Hold	When the agent initiates a consult call and the customer call is on hold
Manual Outbound	Outbound	connecting	When the agent makes a call, but the call has not yet been answered
		connected	When the customer answers an Outbound Call
		ACW	When the agent or customer ends the call, and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
	Inbound	connecting	When the agent initiates the call to the consultant agent
		connected	When the consultant agent is connected
		ACW	When the agent or customer ends the call, and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
Inbound		connecting	When the agent makes a call, but the call has not yet been answered
		connected	When the customer answers an outbound call When the agent initiates the call to the consultant agent
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks (including Consult and Transfer calls)
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state (including Consult and Transfer calls)

Recommended Workflow Configurations

The following table outlines Acqueon's recommended configurations for Salesforce workflows including actions such as Screen Pop and creating/updating objects in an Amazon Tethered setup.

Pacing Mode	Channel Type	Event	Suggested Configuration	Description
Preview	Regular-Call	Preview	Screen pop (Look Up), Invoke SF Page	When the agent receives a preview screen with call details
		CustAnswered	Object Creation	When the customer answers the call
		Consult	Screen pop (Look Up), Invoke SF Page Object Creation	When the agent initiates the call to the consultant agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
Progressive	Outbound	CustAnswered	Screen pop (Look Up), Invoke SF Page, Object Creation	When the customer answers the call When the agent transfers the call to the consultant agent directly (Blind Transfer scenario)
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state When the agent transfers the call to the consultant agent directly (Blind Transfer scenario)
Predictive	Outbound	CustAnswered	Screen pop (Look Up), Invoke SF Page, Object Creation	When the customer answers the call
		Consult	Screen pop (Look Up), Invoke SF Page Object Creation	When the agent initiates the call to the consultant agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state When the agent transfers the call to the consultant agent directly (Blind Transfer scenario)
Manual Outbound	Outbound	connecting	Screen pop (Look Up), Invoke SF Page	When the agent makes a call, but the call has not yet been answered
		connected	Object Creation	When the customer answers an outbound call
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
	Inbound	connecting	Screen pop (Look Up), Invoke SF Page Object Creation	When the agent initiates the call to the consultant agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
Inbound		connecting	Screen pop (Look Up), Invoke SF Page	When the agent makes a call, but the call has not yet been answered
		connected	Object Creation	When the customer answers an outbound call
		connected	Screen pop (Look Up), Invoke SF Page, Object Creation	When the agent initiates the call to the consultant, agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state (including Consult and Transfer calls)

Amazon HVOC (untethered)

Supported Events for Salesforce Workflow Configuration

The following table lists all the call types and events that can be configured within Salesforce workflows when using an Amazon HVOC - Untethered setup. These events specify the various triggers and actions available for integration with Salesforce.

Pacing Mode	Channel Type	Event	Description
Direct Preview	Regular-Call	Preview	When the agent receives a preview screen with call details
	outbound	connecting	When the agent accepts the call When the agent initiates the consult call
		connected	When the customer answers an outbound call When the consultant answers the call
		hold	When the agent initiates a consult call and the customer call is on hold
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
Progressive	outbound	connected	When the agent accepts the call When the consultant answers the call
		hold	When the agent initiates a consult call and the customer call is on hold
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
Predictive	outbound	connected	When the agent accepts the call When the consultant answers the call
		hold	When the agent initiates a consult call and the customer call is on hold
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
Manual Outbound	outbound	connecting	When the agent makes a call but the call has not yet been answered
		connected	When the customer answers an outbound call
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
	Inbound	connecting	When the agent initiates the call to the consultant agent
		connected	When the consultant agent is connected
		ACW	When the agent or customer ends the call, and the agent enters the ACW state to complete any post-call tasks
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state
Inbound	inbound	connecting	When the agent receives an Inbound Call but the call has not yet been answered.
		connected	When the Agent accepts the call When the agent initiates the call to the consultant agent
		ACW	When the agent or customer ends the call and the agent enters the ACW state to complete any post-call tasks (including Consult and Transfer calls)
		DROPPED	When the agent clears the call and is moved to the next state from the ACW state (including Consult and Transfer calls)

Recommended Workflow Configurations

The following table outlines Acqueon's recommended configurations for Salesforce workflows including actions such as screen pop and creating/updating objects in an Amazon HVOC - Untethered setup.

Pacing Mode	Call Type	Event	Suggested Configuration	Description
Direct Preview	Regular-Call	Preview	Screen pop (Look Up), Invoke SF Page	When the agent receives a preview screen with call details
	outbound	Connecting	Screen pop (Look Up), Invoke SF Page	When the agent accepts the call
		Connected	Screen pop (Look Up), Invoke SF Page	When the agent initiates the call to the consultant agent
		Connected	Object Creation	When the customer answers an outbound call When the agent initiates the call to the consultant agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
Progressive	outbound	connected	Screen pop (Look Up), Invoke SF Page , Object Creation	When the agent accepts the call When the agent initiates the call to the consultant agent
		connected	Object Creation for the Consult call	When the agent initiates the call to the consultant agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
Predictive	outbound	connected	Screen pop (Look Up), Invoke SF Page, Object Creation	When the agent accepts the call When the consultant answers the call
Predictive	outbound	DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
Manual Outbound	outbound	connecting	Screen pop (Look Up), Invoke SF Page	When the agent makes a call but the call has not yet been answered
		connected	Object Creation	When the customer answers an outbound call
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state
	Inbound	connecting	Screen pop (Look Up), Invoke SF Page Object Creation	When the agent initiates the call to the consultant agent
Inbound	Inbound	connected	Object Creation	When the Agent accepts the call
		connected	Screen pop (Look Up), Invoke SF Page, Object Creation	When the agent initiates the call to the consultant, agent
		DROPPED	Object Update (Call Log)	When the agent clears the call and is moved to the next state from the ACW state (including Consult and Transfer calls)

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