Accept customer calls using the Contact Control Panel (CCP)
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Whenever you set your status in the CCP to Available, Amazon Connect can deliver calls to you, based on the settings in your routing profile.
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When a call arrives, choose the Accept call button.
Note
The Accept call button does not appear if your admin has configured your user profile for Auto-Accept Call.
Firefox users: If you are using the Firefox browser and using auto-accept for calls, you must keep the CCP or Agent Workspace browser tab in focus when you accept and connect to a voice contact. The CCP conforms to Firefox microphone usage guidance, and only has access to connect to the user's microphone when the CCP tab is in focus.
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Before you're connected to the contact, Amazon Connect announces the name of the originating queue.
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You're now talking to the contact.
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You have 20 seconds to accept or reject a contact. If you miss a call, it will look similar to the following image. Choose Clear contact so you can accept another call.
