1. Ensure Configuring Service Center is complete.

2. Ensure Amazon Connect is configured to support all required transfer scenarios. This includes setting up QuickConnects for transfer targets and configuring user and queue transfer flows with the appropriate ARN (Amazon Resource Name) attributes so that Service Center can track events.

3. Navigate to Admin > Configuration > Objects.
• Select user__sys
• Select Layouts
• Select the user_detail_page_layout__c layout
• Place the omnichannel_integration__v field on the General Info section
• Select Save
4. Navigate to Business Admin > Objects.
5. Select the Onmichannel Integrations object.
6. Select Create.
7. Select Amazon Connect in the Create Omnichannel Integration field.
8. Select Continue.
9. Enter the following:
   • Name
   • Select Amazon Connect in the Integration Platform field
   • Enter the dimensions recommended by Amazon in the Embedded UI fields, which designate the size of the control panel for managing calls:
   • Embedded UI Height: 472
   • Embedded UI Width: 412
   • Enter the URL provided by Amazon in the Omnichannel URL field
   • Enter the URL provided by your IT Admin into the Single Sign-On Redirect URL field to allow users to log in to Omnichannel using Single Sign On (SSO) (optional)

     If users do not use SSO to log in, they must enter their Amazon Connect credentials in a separate tab after opening Service Center.

     

10. Select Save.

For each Service Center Representative:

1. Navigate to Admin > Users & Groups > Vault Users.

2. Select the appropriate user.

3. Select the Edit icon.

4. Select Amazon Connect in the Omnichannel Integration field.
   

5. Select Save.

Configuring Phone Numbers

The Region where your Amazon Connect instance is created determines which countries you can call by default. See Amazon Connect's documentation for more information.

To enable Service Center Representatives to place an outbound call by selecting a phone number link:

1. Navigate to Admin > Configuration > Objects.

2. Select user__sys.

3. Select Fields.

4. Select the appropriate field.

5. Select Edit.

6. Configure the country code on the following fields:

   Format phone numbers in the international E.164 standard. For example, a United States phone number of (555) 123-4567 should be formatted as +15551234567 in Vault CRM. The following components are required:

   • ”+” symbol
   • Country code (for example, 1 for the United States, 44 for the United Kingdom)
   • National phone number (the remaining digits after the country code, without spaces or special characters)
   • person_contact__v
   • Mobile (mobile_phone__sys)
   • Office Phone (office_phone__v)
   • User Object (user_contact__v)
   • Facetime Phone (facetime_phone__v)
   • Mobile (mobile_phone__sys)
   • Office Phone (office_phone__v)
   • Account Object (account__v)
   • Assistant Phone (personassistantphone__v)
   • Home Phone (personhomephone__v)
   • Mobile (mobile_phone_cda__v)
   • Office Phone (office_phone_cda__v)
   • Other Phone (personotherphone__v)
7. Grant Read access to Service Center Representatives for country fields on the Person, User, and Accounts objects.

If Omnichannel is configured, you are able to answer inbound and place outbound calls from within the Service Center console.

Signing In

The steps for signing in to Service Center when Omnichannel is configured depend on whether SSO is configured.

Using SSO

1. Navigate to the SSO app.
2. Select Amazon Connect in the app and follow the authentication steps.
3. Open Vault CRM.
4. Select the Service Center tab.
5. Select the Omnichannel button in the lower left corner, which initially indicates a status of Not Ready. The button updates from Not Ready to Available without requiring you to sign in to Amazon Connect.

Not Using SSO

This method uses Third-Party Cookie Authentication, which is being deprecated by Google. When Amazon Connect switches to a different login method, we will update these instructions.

1. Sign in to Vault CRM.
2. Select the Service Center tab.
3. Select the Omnichannel button in the lower left corner, which initially indicates a status of Not Ready.
4. Select the Login button.

   If a pop-up blocker is enabled, the login dialog does not display.

5. Enter the Amazon Connect login credentials provided by your IT Admin in the Login browser tab, then close the tab.

6. Return to Service Center. The Omnichannel button updates to Available to indicate you are available to receive calls.

Indicating Availability for Calls

The Omnichannel button in the lower left corner enables you to indicate your availability to receive incoming calls. In this example, the button currently displays a status of Not Ready.

The Omnichannel integration allows users to freely navigate throughout Vault CRM applications while connected to live calls. The only exception is Business Admin or Admin user interfaces. Calls do not persist when navigating to those interfaces.

Select the appropriate option (Available, On a Break, In a Call) from the Omnichannel drop-down list. The text on the Omnichannel button updates to indicate the selected option.

Answering a Call

When a call comes in, an alert displays in the lower left corner with options to answer or reject the call.

When you answer the call:

7. If you are in an area of Vault CRM other than Service Center, the display switches to the Account Search tab of Service Center
8. A telephone icon displays on the Account Search tab
9. The Omnichannel button indicates you are in a call and displays buttons for muting the call and placing it on hold
10. A control panel with options for managing the call displays in the lower left corner. Select the Omnichannel button to collapse or expand the control panel as needed.
11. An Account Search field auto-populated with the caller’s phone number displays

Creating a Case from the Account Search Results

Refer to Account Search for Service Center for details on searching and creating a case from the Account Search function.

Creating a Case Outside of the Account Search Results

If you cannot find the account in the search results, select the + Create Case button under Can’t find the right Account? The case status is set as New.

Refer to Using Service Center for more information on managing cases.

Placing an Outbound Call

Service Center Representatives can place outbound calls using either the Omnichannel number pad or phone number links. The Omnichannel status does not have to be set to Available to place a call.

Using the Number Pad

Service Center Representatives can place an outbound call using the Omnichannel number pad by manually selecting the numbers or pasting a phone number into the text field.

Using a Phone Number Link

If a phone number displays as a link, Service Center Representatives can select the link to initiate a call to that number.

Phone numbers display as links as long as the user is signed in to Omnichannel and the case is not Closed or Solved.

Outbound Call Behavior

While the outbound call is ringing, the Omnichannel button displays a status of Calling. If the call is answered:

12. The Omnichannel button status changes to In a Call
13. A telephone icon displays on the case tab
14. If multiple case tabs are open, the case tab from which the call was placed moves to the right of the Account Search tab

When the call ends, the Omnichannel status changes to After-Call Work for a length of time designated in the Amazon Connect settings. You do not receive calls during the After-Call Work period.

A record of the outbound call displays in the Case Timeline.

A warning displays if you try to make an outbound call while already on a call.

Outbound Call Errors

Service Center displays an error message if an attempted outbound call fails to initiate. The error message displays the reason for the failure.

Refreshing the Browser While Not Connected to a Call

Refreshing the browser when not connected to a call results in a reload of the embedded Omnichannel user interface. The Omnichannel status temporarily reverts to Not Ready before returning to the previous state.

Refreshing or Closing the Browser While Connected to a Call

Refreshing or closing the browser tab while on a connected phone call interrupts but does not disconnect the voice connection. A warning displays that can be dismissed by the user. This is a limitation of the browsers and cannot be controlled by the Service Center application.

For Chrome users, if the user does nothing with the warning after 5-10 seconds, the dialog times out and the action is carried out.

Transferring Calls

Service Center Representatives on an active call can initiate a transfer to another department or system, or to an external number. When a call is transferred, the system automatically creates new Conversation records and Case Timeline entries to track each segment of the call. For transfers to other Service Center users, the associated Case tab automatically screen-pops for the agent receiving the call.

To transfer an active call:

1. Select QuickConnects while on a connected call in the OmniConnect.
2. Select a transfer target (user, queue, or external number).
3. Select the Call action to initiate the transfer.

The following transfer types are supported:

• Cold (Blind) Transfer - Connects the customer immediately to the transfer target and disconnects the originating agent
• Warm (Consult) Transfer - Places the customer on hold while the originating agent consults with the transfer target. The agent can then complete the transfer, connecting the customer to the target. All three parties can also be added to the conference.
• Queue Transfer - Connects the customer to a specified ACD (Automatic Call Distributor) queue
• IVR/Flow Transfer - Connects the customer to a specified IVR (Interactive Voice Response) flow
• External Transfer - Connects the customer to an external, off-system phone number

After a transfer, the Case Timeline is updated with records for each conversation segment and transfer action. For outbound calls made during a transfer, the Case Timeline event displays the user who placed the call.