When logged into both Kolleno and Amazon Connect, agents can handle inbound customer calls if their status is set to Available.
If the agent’s status is set to anything other than Available (such as Lunch, Admin, or Offline), incoming calls will not be routed to them.
Step-by-Step Guide
Open Amazon Connect
Click “Show Amazon Connect” in your Kolleno interface.
This opens the Amazon Connect panel within the Kolleno platform.
Set Your Status to “Available”
Ensure your status is set to Available.
This allows you to receive inbound calls.
Wait for an Incoming Call
When a customer calls, their number will appear in a green bar with an Incoming call label.
Click the ✅ button to accept or ❌ to decline the call.
Managing an Active Call
Once connected, you can:
Hold the call
Mute yourself
Use the Number Pad
Access Quick Connects for internal transfers
Click End call when finished.
