Amazon Connect allows Kolleno to make and receive customer calls directly within the interface. Below is a step-by-step guide to initiate an outbound call.
Steps to Make an Outbound Call:
Log In to Amazon Connect
Open Kolleno and select Show Amazon Connect from your profile or toolbar.
You’ll be redirected to the Amazon Connect authentication page.
Enter your credentials and allow the system to connect.
Verify Connection
Click on Show Amazon Connect this will open the Amazon Connect interface in Kolleno
The phone status will display as Offline by default.
Set Agent Status to Available
Click the Offline dropdown and choose Available to receive or make calls.
Your agent state will update in real-time, ready for outbound calling.
Initiate a Call
Select a Customer profile within Kolleno.
Go to Action and select Phone call
Add the Contact number you want to call in Contact
Press on Make Call to begin the call with the contact
During the Call
You can add call notes or monitor the call status directly in the Amazon Connect panel.
The system tracks the call state, including whether it was answered, missed, or went to voicemail.
After the Call Ends
Once disconnected, the system returns to Available status automatically.
A Contact ID and Call Source (AmazonConnect) are generated for the record.
Add or update notes and these will be saved and displayed within the customer Timeline.