Others

AE Service URL

This is the URL to access Acqueon Campaigns to enable outbound dialing. If you do not add this configuration, the softphone does not support outbound calls.

Enable API Keys

Selecting this enables data service authentication using the API Key and Secret Key generated via Campaign Manager.

• Enable API Keys

• Secret Key

Enable data service authentication using Acqueon Campaigns API Key and Secret Key.

Clear call if outcome is set

Select this to clear the call when an Agent sets an outcome. Leaving this deselected means the call stays in the wrap-up state until manually cleared.

Block State Change on ACW

Select this checkbox to ensure the agent does not change state when in after-call work (ACW).

Show notification during browser Refresh/Close?

Select this to show notifications to the agent when the browser closes or refreshes.

Enable Auto-answer for Outbound (HVOC) calls

By default, the auto accept option is enabled. Settings of different deployment models work as follows:

• Standalone - Agents take untethered HVOC calls using one of the following:

  • Acqueon Workspace with softphone and widgets.

  • Acqueon Workspace Salesforce Connector with softphone in Salesforce.

  For Standalone, the Enable auto-answer for Outbound (HVOC) calls checkbox is disabled, and Acqueon Workspace manages auto-accept for outbound calls.

• Service Cloud Voice (SCV) - Agents take calls only through Service Cloud Voice.

  For SCV, the Enable auto-answer for Outbound (HVOC) calls checkbox is disabled, and Salesforce manages auto-accept for both inbound and outbound calls.

• Standalone + SCV - Agents take untethered HVOC calls through:

  • SCV

  • Acqueon Workspace with softphone and widgets

  • Salesforce Connector with softphone in Salesforce

    For Standalone + SCV, the Enable auto-answer for Outbound (HVOC) calls checkbox is disabled, and Salesforce manages auto-accept for inbound and outbound calls for SCV users. For agents using the Acqueon Workspace layout, auto-accept calls must be enabled in Amazon CCP settings (only for those using Acqueon Workspace).

Enable SAML SSO

Amazon Connect supports identity federation 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, you can configure, on Acqueon Workspace, a federated URL. When the user clicks the Login button, the application redirects the user to the Identity Federation page instead of the Amazon Connect login page.

Note

The SAML SSO option is disabled by default.

SAML SSO URL

Enter the identity provider’s URL.