Others

This section configures your Workspace to consume Acqueon Campaigns’ APIs, various call-related settings for the agents logging into Workspace, and more. Complete the following information:

1. AE Service URL - Provide the URL for the Acqueon Campaigns web service to enable outbound dialing. This URL is provided by the Acqueon Campaigns administrator. If you do not provide this URL, the softphone does not support outbound dialing.

   This data service fetches, via a web socket connection, contact-related information to flow from Acqueon Campaigns to the agent Workspace.  

2. Enable API Keys - Select this checkbox if your Workspace access to the data service is controlled by credentials like Access Key and Secret Key. These keys are required for Workspace to access data on Acqueon Campaigns. These keys are generated by Acqueon Campaigns.

   1. API Key - Provide the API Key.  

   2. Secret Key - Provide the Secret Key generated for the above API Key.

Note:

Use this only if your Acqueon Campaigns instance requires secure access via an API Key and Secret Key.

3. Clear call if outcome is set - Select this checkbox if you intend clearing the call from the agent softphone as soon as an agent sets the outcome.

Note:

If you do not select this checkbox, the call remains in the wrap-up, or ACW, state till it is cleared manually or till it times out, whichever happens earlier.

4. Block state change on ACW - Select this checkbox to ensure the agent does not change the agent state when in after-call work, ACW.

5. DTMF inter digit timeout duration (in milliseconds) - Type the time (in milliseconds) the application should wait for a customer’s DTMF response. If no input is received within this duration, a timeout occurs.

6. Show notification during browser Refresh / Close - Select this checkbox if you want the application to show notifications to the agent when the browser refreshes or closes. This helps the agent save any unsaved data before browser refresh or close.

7. Enable auto-answer for Outbound (ACOC) calls - Select this checkbox if you want Workspace to automatically answer Outbound calls dialed via ACOC (non-tethered) before connecting to the agent. This is enabled by default.

Note:

For SCV implementations, disable this checkbox. Auto answer is handled by Salesforce for both inbound and outbound calls.

8. Enable SAML SSO - Amazon Connect supports identity federation for agents by configuring SAML with AWS to enable web-based single sign-on (SSO) from the organization to the Amazon Connect instance. To support this feature, provide a SAML SSO URL. When the user clicks the Login button, the application redirects the user to the Identity Provider page instead of the Amazon Connect login page.

   1. SAML SSO URL - Provide the SAML identity provider URL.