Custom CCP – User Guide

The GN Custom CCP is a replacement for the old Amazon Connect Custom CCP. It gives you all the same call-handling features, plus several extras that make your day easier. It is still recommended to use the built-in CCP inside Zendesk and Salesforce, for fulll integration features. The Custom CCP does not offer any integrations to Zendesk or Salesforce:

The Custom CCP uses Single Sign-On (SSO) via Microsoft 365. You log in once through the GN Connect Tools Portal and the CCP opens automatically.

• 1
  Go to https://aws-connect-tools.gn.com/, can also be found on https://myapplications.microsoft.com/ and sign in with your GN Microsoft account.
• 2
  Contact mdenully@gn.com to get your permissions enabled.
• 3
  Click the "Custom CCP" tile on the portal homepage.
• 4
  A small sign-in popup will appear — log in with your Amazon Connect credentials here. The popup will close automatically once authenticated.
• 5
  The softphone will initialise and you should see it as before with the ability to change status and handle calls.

The Amazon Connect softphone sits in the left panel, exactly like the old custom CCP. All the usual controls are here: set your status, answer incoming calls, hold, mute, and transfer.

• 1
  Set your status to Available to start receiving calls — use the status dropdown inside the CCP widget.
• 2
  When a call arrives, the CCP will ring and show Accept / Decline buttons.
• 3
  During a call you can Mute, put on Hold, or initiate a Transfer from within the CCP widget.
• 4
  End the call with the End Call button. You'll enter ACW (After Call Work) before returning to Available.

Below the softphone you'll find the 📞 Call Details panel. While a call is active it shows you:

• •
  Caller's phone number
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  Queue the call came through
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  Call direction (Inbound / Outbound)
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  Duration of the current call

When there is no active call, the panel shows "No active call".

Click the ▼ arrow on the panel heading to collapse it if you need more screen space. Your collapsed/expanded preferences are remembered between sessions.

The 📱 Manual Outbound Calls panel lets you dial any phone number directly through Amazon Connect without leaving the page.

• 1
  Make sure your status is set to Available first.
• 2
  Type the number in E.164 format: start with +, country code, then the number. Example: +4512345678 (Denmark) or +12125551234 (US).
• 3
  Select the outbound queue to use from the dropdown below the number field.
• 4
  Click 📞 Call. The softphone will ring and connect you when the other party answers.

The 📋 Call History panel lists your recent calls (stored locally in your browser). Each entry shows:

• •
  The phone number
• •
  Direction badge — inbound or outbound
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  The queue the call was handled on
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  The call duration
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  The date and time

📋 Copying a Number

Each history entry has an orange 📋 button. Click it to copy the customer's number to your clipboard — ready to paste into the outbound dialer or anywhere else.

• 1
  Find the call in the history list.
• 2
  Click the 📋 button on the right side of the number.
• 3
  The button will briefly show ✓ and turn green to confirm it was copied.
• 4
  Paste into the Manual Outbound Calls dialer field with Ctrl+V.

The right panel of the CCP page embeds the Cato dashboard just like the old one.

Cato requires a separate login. The first time you use it in the custom CCP, you may need to sign in inside the embedded panel. Subsequent visits should remember your session.

The Custom CCP header includes several controls that let you personalise the layout. All preferences are saved automatically in your browser and restored on your next visit.

↔️ Resizable Columns

Between each column you'll see a thin drag handle (shown as three small dots). Click and drag the handle left or right to resize the CCP, panels, or Cato columns. Your custom widths are remembered between sessions.

◀ / ▶ Collapse Panels

Click the ◀ button at the top of the middle column to collapse the Call Details, Outbound and Call History panels. The Cato dashboard will expand to fill the freed space. Click ▶ to bring the panels back.

🔤 Font Size (A− / A+)

In the header you'll find A− and A+ buttons. These decrease or increase the font size across the entire page. Useful if you're on a smaller laptop screen or want larger text for readability.

↺ Reset Layout

Click the ↺ button in the header to reset all layout customisations back to their defaults — column widths, font size, and collapsed panels will all be restored.

⧉ Pop-Out CCP

Click ⧉ Pop Out in the header to detach the softphone into a standalone popup window. This is useful if you use multiple monitors and want the CCP on a separate screen while keeping Cato and the panels visible on the main page.

While the CCP is popped out, a "Bring Back CCP" button appears in its original position. Clicking it (or closing the popup window) will return the softphone to the main page.

☰ / ▤ Layout Toggle (3-col / 2-col)

Next to the font size buttons you'll find two small layout buttons:

• ☰
  3-col — the default. CCP, panels, and Cato are displayed side by side in three columns.
• ▤
  2-col — the CCP and panels stack vertically on the left, giving Cato more horizontal space on the right. Useful on wider monitors.

The active button is highlighted in orange. Your choice is saved and restored on your next visit.

🌙 Dark Mode

Click the 🌙 / ☀️ button in the top-right header to toggle between dark and light mode. Your preference is saved automatically.

❓ Common Questions