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            Set Up Desk Phones for Your Contact Center

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            Set Up Desk Phones for Your Contact Center

            You can set up desk phones or headphones in your telephony system so that your reps can use them to answer and make calls.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.

            The process for setting up desk phones or headphones varies based on your telephony provider. Work with your telephony provider to get the procedure. The following procedure applies to the Amazon Connect telephony provider only.

            1. Log in to the AWS Management Console, click Services, and then click Amazon Connect.
            2. Click the Amazon Connect instance that matches the name of your Service Cloud Voice contact center.
            3. Click Users and then User management.
            4. Select the users you want to grant desk phone access. Click Edit.
            5. Select Desk phone as the Phone Type and enter the phone number.
              "Desk phone" selected as the Phone Type
            6. Save your changes.

            After you set up desk phone functionality, reps can select desk phone from the Omni-Channel utility.

            Phone tab in the Omni-Channel utility

            omni-channel settings

            When you enable a desk phone for Service Cloud Voice with Amazon Connect or Service Cloud Voice with Partner Telephony from Amazon Connect, the mute, accept, and decline functionality is disabled in the Omni-Channel utility. Reps must perform these actions from the desk phone.

            When you enable a desk phone for Service Cloud Voice with Partner Telephony, Omni-Channel utility functionality depends on the partner telephony provider’s integration. To confirm expected behavior, check with your partner telephony provider.

             
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