AWS Connect CTI

This connector allows users to quickly pass data from AWS Connect into FreshDesk.

Install available only on Desktop

Version : 1.0

Published by VoiceFoundry
3 days ago

in Video, Telephony & SMS

Help and Supportfreshdesk@voicefoundry.com http://voicefoundry.com/freshdesk

AWS Connect CTI

This connector allows users to quickly pass data from AWS Connect into FreshDesk.

					        	The AWS Connect CTI Link allows customers to quickly integrate AWS Connect call details into a clean, simple modal within the FreshDesk workspace.  The app allows customers to quickly leverage AWS Connect to pass call details like ticket number, caller ID, and caller history quickly and easily into the workspace without agent intervention or additional lookup.  Rather than spending time on tedious redundant lookups, the FreshDesk integration will seamlessly allow agents to focus on servicing customers thereby reducing handle times and increasing customer satisfaction.

** Amazon Connect is currently only supported in the N. Virginia region in the US. Other regions will be supported soon. Performance can be impacted by attempting to use Connect instances from parts of the world where another region would be more appropriate.
					        	
							--This app--
1. Enter the name of your Freshdesk subdomain. If you log into voicefoundry.freshdesk.com, you should input voicefoundry. 

--CTI Application-- 
1. Download and install the FreshDesk CTI App from  https://apps.freshdesk.com/cti/

2. Once CTI app is installed, go to Settings

----Inside Settings--- 

1. Enable Softfphone iframe

2. Set the URL to https://freshdesk.voicefoundry.com?userid={{agent_id}}&connectAlias=MYCONNECTALIAS&freshDeskAlias=MYFRESHDESKSUBDOMAIN
Replace the text MYCONNECTALIAS with the subdomain associated with your Connect instance. Replace MYFRESHDESKSUBDOMAIN with the subdomain for your Freshdesk instance.

3. Ensure width = 550px  height = 250px

4. Enable 'Configure Click to Dial' 

5. Set request type to POST 

6. Set Callback URL to https://freshdesk.voicefoundry.com/api/clicktodial

7. Choose JSON from the "encoding" select list.

8. Enter the following into the Content text area: 
{"agentId" : "{{agent_id}}", "numberToDial" : "{{requester_number}}", "freshdeskAlias" : "MYFRESHDESKSUBDOMAIN" }
    a. Replace MYFRESHDESKSUBDOMAIN with the subdomain associated with your Connect instance.

9. Click 'Save' to complete setup
							

Log in to install app

Enter your helpdesk URL to proceed to login

Proceed