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Signing In

Signing in takes two steps: authenticating with Amazon Connect, and — where the contact centre is configured to use multi-factor authentication — confirming a verification code sent by email or SMS.

The same sign-in screens are used by the Softphone and Workspace views, and adapt to the width of the window.

Before signing in

Sign-in opens a second window and needs a browser session, so pop-ups must be allowed for the site and cookies must be enabled. See Requirements for how to enable cookies.

Signing In with Amazon Connect​

The sign-in screen opens with a short summary of what happens next and a single button to start:

  • Sign In with Amazon Connect — for contact centres where agents sign in with their Amazon Connect credentials.
  • Sign In with Your Provider — for contact centres configured with single sign-on, where an external identity provider handles authentication.

Selecting the button opens the sign-in page in a new window or tab. Once authentication succeeds, that window closes on its own and sign-in continues automatically — there is nothing further to select.

If sign-in has not completed after a while, a Still Going message offers the option to reload the page.

Returning to a recognised session

Where a previous session is still recognised, the screen greets the user by name and shows Not You? alongside the sign-in button. Select Not You? to sign in as a different user instead.

If the screen reports a problem with the contact centre instead of offering to sign in, check that the URL is the right one for the organisation. A contact centre that could previously be reached may since have been archived or the account closed — an administrator can confirm.

Verifying It's You​

Where multi-factor authentication is enabled, a Just Confirming It's You screen follows the Amazon Connect step. It asks for a six-digit verification code, entered one digit per box, and Continue then completes sign-in.

The code is sent to the email address and mobile number held against the user in Amazon Connect. Both are optional there, so the methods on offer depend on what an administrator has set against the user — see Prerequisites.

Beside the form, a panel lists the steps to follow. On narrower screens that panel is replaced by a How It Works button, which opens the same steps in a dialog.

Sign Out is available on the verification screen to abandon sign-in and start again.

Email Verification​

Where email is the only method available, the code is sent as soon as the verification screen opens. The screen confirms the address it went to, partly masked — for example a··n@mycompany.com — and shows the code boxes straight away.

To verify by email:

  1. Open the message from no-reply@verificationemail.com in that email account.
  2. Copy, or make a note of, the verification code.
  3. Paste or type the code into the boxes on the sign-in screen.
  4. Select Continue.

If the message has not arrived, check the spam folder, then use the resend link on the screen. Immediately after a code is resent the link is unavailable and shows a countdown — resend (60s) — before it can be used again.

SMS Verification​

Where a mobile number is held against the Amazon Connect user, the code can be sent by SMS instead. The screen confirms the number it went to, masked to the last four digits — for example ······3494.

To verify by SMS:

  1. Make a note of the verification code in the text message.
  2. Type the code into the boxes on the sign-in screen.
  3. Select Continue.

If the message has not arrived, use the Resend link. As with email, the link shows a countdown after each send before it becomes available again.

Choosing Between Email and SMS​

Where both an email address and a mobile number are held, the verification screen does not send anything automatically. It names the address or number it will use and waits:

  • Select Send to send the code, then enter it on the screen that follows.
  • Select Verify with SMS or Verify with email to switch to the other method before sending.

Where only one method is available, no switch link is shown.

When a Code Is Not Accepted​

  • A code that does not match shows That code doesn't look quite right, give it another go. beneath the boxes. Re-enter the code and select Continue again.
  • Too many incorrect attempts, or too many requests for a new code, temporarily stops further attempts. The screen asks for a few minutes to pass before trying again.
  • If the sign-in session expires before verification finishes, the screen reports this and returns to the verification step.

If no code arrives at all, or the address or number shown is not the right one, contact an administrator. Those details come from the Amazon Connect user record and cannot be changed from the sign-in screen.