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        Article summary

        Softphone supports both inbound and outbound with blending capabilities. It also supports enabling only inbound functionalities for agents.

        Inbound

        When the application is configured only for inbound functionalities, the user must be logged in to Amazon Connect using the Connect Streams client library. When a user starts the login process, the Amazon Contact Control Panel (CCP) pops up in a new tab. The user has to enter the credentials. Upon validation, the Amazon CCP tab is closed and the user returns to the softphone page.

        Outbound

        If the softphone is configured for blended functionalities, after successful login to Amazon Connect through CCP, softphone logs in to Campaign Manager using secure web socket connection.

        To log in to softphone:

        1. Access the softphone URL where softphone is configured.

        1. Click Login. The application directs you to the login page of Amazon Connect.

        2. Enter the Username and Password.

        3. Click Sign In. The user is then redirected to softphone page.

        Note:

        To reset your password, refer Amazon Connect documentation.

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