Answer a call in Contact Center (Amazon Connect)

Overview

Amazon Connect is a cloud-based contact center service utilized by the University of Alaska, Anchorage (UAA) as our Contact Centers. This article provides instructions on how to answer a call in UAA's Contact Center, Amazon Connect.

What materials do I need?

• Access to Amazon Connect

How do I use this technology?

1. Log into Amazon Connect
2. In Applications, select the Amazon Connect instance.
   
    
3. Click Agent workspace
   
    
4. A new Window will open showing the Amazon Connect Agent Workspace
   
    
5. Change Offline to Available 
   
    
6. When there is an incoming call, Click Accept Call
   
    
7. Incoming call will show as connected
   

Next Steps

• Login to Contact Center (Amazon Connect)
• Transfer a call in Contact Center (Amazon Connect)
• Place a call in Contact Center (Amazon Connect)
• End a call in Contact Center (Amazon Connect)

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate <Service Form Name with Link> form. Requests generate a Ticket which will be worked in order received and urgency by UAA Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.