Question
Staidlogic
IN
Last activity: 28 Nov 2024 8:30 EST
Getting an error while Configuring Pega CTI Link with Amazon Connect
Hi Team,
We are encountering an issue while configuring the connection between Pega Call and Amazon Connect services.
Following the instructions in the Pega Call Implementation Guide CTI Link and the Amazon Connect Intelligent CTI for Pega Customer Service - Pega - Proof of Concept Proof of Concept (POC) documentation, we attempted to enable the connection. However, we are facing the following issues:
In the "Telephony Experience" Configuration Wizard, under the "Telephony Control" tab, clicking the "telephone" icon to make a test call redirects us to the AWS login portal. After logging in and successfully placing a test call, the AWS portal displays a blank screen with the message: "AWS has refused to Connect."
Additionally, upon clicking the "Next" button, an error message appears (please find the screenshot attached).
Could you kindly advise:
- Whether we missed any configuration steps.
- If the process we followed aligns with the correct procedure or if there is an alternative way to enable the connection.
- What is the configuration process that needs to be completed on the Pega side as well as the AWS Connect side?
Note: We are Using Pega Infinity Version 23 (Pega Customer Service - Pega Call)
Your guidance on resolving this issue would be greatly appreciated. Thank you, Koti.
***Edited by Moderator Marije to add Capability tags***
Staidlogic
IN
Updated: 27 Nov 2024 10:58 EST
Pegasystems Inc.
GB
It seems there might be an issue with the Amazon Connect configuration in Pega Call. Based on similar issues it is recommended to work with your Amazon Connect CTI admin to ensure that the Pega instance URL is whitelisted on AWS for the Amazon Connect instance. Please follow these steps: 1. Log in to AWS. 2. Search for Amazon Connect. 3. Click on the Amazon Connect instance you want to whitelist. 4. Click on Approve origins. 5. Click on Add domain provide the Pega instance URL and click on Add domain.
⚠ This is a GenAI-powered tool. All generated answers require validation against the provided references.
Pega Call configuration with Amazon Connect as CTI doesn't login
Pega Call with Amazon connectivity Issue
If product is not working as documented it sounds like you may need to log a support ticket via the MSP.
Please provide the INC id here so that we can help track it.
@SandeepPenumadu @kavup could one of you help here?
Pegasystems Inc.
IN
@Koti Reddy Sanagala -- If the system displays a Refuse to connect error! message after you save the server URL details, enter the server URL with the suffix /ccp-v2.
For example: https://example.awsapps.com/connect/ccp-v2
thanks for the feedback, we will update the documentation
Staidlogic
IN
Hi @SandeepPenumadu, Thank you for your response,
We have added the suffix to our configuration as you suggested, but it remains unchanged.
Could you please answer a few questions for us?
1. Do we need to create any flows for Pega CTI?
2. If yes, are these flows available by default, or do we need to create them ourselves? If we do need to create a new flow, how can we add it to the CTI Link Configuration?
3. Additionally, do we need to make any configurations on both the Pega side and the Amazon Connect side before creating the CTI Link for Pega Call in the App Studio?
After successfully logging into the AWS call portal, we noticed that our telephony icon still displays "Logged Off" when we hover over it. Can you please advise if there are any additional configurations we need to implement, or if we missed something in our current setup?
Thank You,
Koti.
Pegasystems Inc.
IN
Submitting an incident with all the relevant information would be a good idea. This will allow us to check and assist you more effectively and in a timely manner.