Posted: 3 Oct 2019 2:47 EDT Last activity: 10 Oct 2019 20:53 EDT
Integrating Pega Customer Service with Amazon Connect
I am facing an issue while setting up connection from Pega Call to Amazon connect services.
I followed the steps in "Pega Call Configuration and Operations Guide CTI Link with Amazon Connect Contact Control Panel" and tried to establish the connection .
In "Telephony Experience" Configuration Wizard when i try to make the test call, the screen takes me to "AWS login portal" and post logging in , i place a test call and the call gets successfully connected but still the screen shows me error that the "Please place a test call."
Could you please confirm whether you are able to see the phone call icon in the Pega application that turns to white after successful login in the amazon connect server. There might be a chance that you will get the call popup as browser notification if you just login in the amazon connect server window. Please be sure whether the traffic is established between the amazon connect and Pega CTI so that Pega CTI will receive and respond to the requests.
I have done all the required configurations but at the time when it says to place a test call , the call icon doesnt turn white even after giving correct AWS credentials and placing a call as well , the call icon on pega isn't turning white.