Training Video Covering this document:https://drive.google.com/file/d/1xHrSVmmeyfdwZbFOW97jXwkVQ4PRaTnu/view?usp=sharing Description This article will include the basic fundamentals of logging into and familiarizing yourself with Amazon Connect.  Amazon Connect Hyperlinks Main Console Agent Control Panel Link Quick Connects / Agent Extensions Spreadsheet Amazon Connect Video Use Cases  Logging into Amazon Connect Setting Status Accepting a Call Transferring a Call Checking Agent Availability Start/Stop Call Recording Launching Amazon Connect from Google Workspace Scroll to the bottom of your Google Apps Tray Click on Amazon Connect Icon Admin Console  Agent Console Amazon Connect Agent Dashboard Options Agent Application = Advanced Dashboard Contact Control Panel (Recommended) = Simplified Agent Dashboard Contact Control Panel  Incoming Call Answered Call After Call Agent Application The Agent application console has an additional window for previous call information. However this will be changed in the future to integrate SalesForce.  Quick Connects & Agent to Agent Transfers Link: https://docs.google.com/spreadsheets/d/1J0bm2jMjFI9OW--iWkan2yEtU1zaqD-8wqDfZADkpn8/edit?usp=sharing Quick Connect Options Agent to Agent: You will be brought into a queue to enter the agent extension, which can be found in the linked spreadsheet above This will put the Caller on Hold while this is going on Transferring Customer to a Queue The other options are all the queues you can currently transfer to When Selecting a queue, the customer will be put on hold while you start the warm transfer process Start/Stop Call Recording 1) When a call is received, it will automatically record with the red dot.   Should you need to turn off call recording, press pause and the dot will turn yellow. Press resume to start recording again and it will turn back to red. 

In the Amazon Connect/Google Voice window you will see a little lock in the left hand side of the address bar. Click on that.  In the drop down window, you should see both microphone and sound enabled as shown in the photo below. If you cannot hear calls ring, you may not have the sound option available at all or the option may be greyed out.  If you have a greyed out sound option, toggle the switch on.  If you do not have the Sound option available at all, click on Site Settings.  This is going to take you to the Privacy and Security page for Amazon Connect / Google Voice. In the menu listed is Sound which will be set to Automatic. Choose Allow instead.  Now go back to the Connect / Voice page and click the little lock again. You may get a notice to reload the site for the new settings to take effect. After that, you should have both microphone and sound settings enabled.  ********** The above is also true for mic issues. Same process to enable the microphone settings.  ********** If your sound settings are correct and you still cannot hear calls ring, signing out of Chrome and back in is the next thing to try.  1. Go to your gmail page.  2. Click on your icon next to the FCH logo.  3. In the drop dowm menu, click Sign Out of All Accounts.  4. Close Chrome completely.  5. Reopen and sign back in. You will have to reauthenticate. (Remember that your username in MFA is NOT your whole email address.) 6. Check the AC sound settings again when you get it reopen.  7. Have someone call you to test.  If this does not work for you, please contact the Helpdesk @ helpdesk@fchn.com and we can look into sound/mic setting issues on your machine.