Enable persistent connection for Amazon Connect
agents
Note
This feature is currently in public preview. To obtain access, contact your AWS Technical Account Manager, Solutions Architect, or Sales Specialist.
When Enable persistent connection is selected for an agent, after a call ends the agent's softphone maintains its media connection to Amazon Connect for a few minutes. This enables subsequent calls to connect faster. In case the agent remains idle for an extended period of time, the softphone media connection is dropped to reduce agent workstation and network resource consumption. It is re-established upon the next call for this agent.
This functionality doesn't apply to chats or tasks.
How to enable persistent connection
for an agent
-
Log in to the Amazon Connect admin website at https://
instance name.my.connect.aws/. Use an Admin account, or an account with Users and Permissions - Users - Create or Edit permission in it's security profile. -
On the left navigation menu, choose Users, User management.
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In the list of users, select an agent, and then choose Edit.
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On the Edit users page, under Phone, choose Softphone, and then select Enable persistent connection.
-
Choose Save.
Bulk upload new users with
persistent connection enabled
You can't use the CSV template to edit information for existing users. If you include duplicate users with different information in the CSV template, you will receive an error.
-
Log in to the Amazon Connect admin website at https://
instance name.my.connect.aws/. Use an Admin account, or an account with Users and Permissions - Users - Create permission in it's security profile. -
On the left navigation menu, choose Users, User management.
-
Choose Add new users.
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Choose Import users using a .csv template.
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Download the template for a pre-formatted CSV file.
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In the CSV file, configure the details for the new users who you want to add. For persistent connection (yes/no), be sure to enter yes.
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After configuring the CSV file, in your Amazon Connect instance, choose Upload file, and then choose the configured CSV file from its location on your computer.
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Under Upload file and verify.
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Under Verify user details, verify that the information is correct for the new users, and then choose Save.
FAQ
When is the softphone connection created?
The media connection for agent softphone is created upon the first incoming or outbound call for the agent.
Does the softphone connection persist for the entire agent session?
If the agent makes or receives another call within a few minutes of a previous call ending, the softphone connection gets re-used to reduce call setup time for the new call. This process repeats (and the session persists) for as long as the agent keeps placing or receiving calls in quick succession. However, if the agent remains idle for several minutes, then the connection is dropped. In such cases, the connection is re-created silently upon the next call.
Can the agent opt-out of persistent connection?
Only the contact center administrator can enable or disable this feature for agents using steps mentioned above. Agents cannot disable persistent connection.
Are there any browser restrictions for using this feature?
This feature is available on supported versions of Chrome and Edge. It's not supported on Firefox.
Can this feature be used when VDI audio optimization is enabled?
Yes.
Is this feature supported on custom Call Control Panels (CCPs)? Is there a change needed to the Call Control Panel (CCP) to use this feature?
If your custom CCP uses the softphone from Amazon Connect embedded iframe (that is, if
allowFramedSoftphone is passed as true to initiate the CCP
using Amazon Connect Streams JS
If your custom CCP integrates Amazon Connect RTC JS
