CTI Link configuration using Amazon Connect


We trying to configure CTI Link using Amazon Connect and in the CTI Link form has a ffield: "Contact Center Instance" there. Could you please let me know from where we will get that instance?Also the the pdf document(Pega Call Operations and Config Guide CTI Link with Amazon Connect CTI 8.1.pdf) has mentioned 'Site ID' but that field is not present in the CTI Link.

Your help on this regard is highly appreciated.



Correct Answer
January 8, 2019 - 4:04am

you don't need the Site ID.

See the attachment of AWS Link


Keep up to date on this post and subscribe to comments

January 7, 2019 - 9:04am

If you have an Amazon account, you will have available that link. This is an example:
(the string "yourAccount" is an example)

January 7, 2019 - 4:54pm

Thanks for your update. We will try to get an Account to use that.

I need one clarification regarding Site ID which is mentioned in the document but the Site ID is not present in the CTI Configuration Form. Do we need that field. 

Please see the attached screenshot for details.

January 8, 2019 - 4:04am

you don't need the Site ID.

See the attachment of AWS Link

January 10, 2019 - 10:33pm

Thanks a lot. Now the CTI Link configuration part is completed with Amazon Connect. I have the below questions, could anyone please respond on that...

1. When we are trying to connect using the softphone with Amazon Connect(CTI Link) providing the UserID and Password, but one Popup is opening and again it is asking for credentials. Will it not automatically Login to the Amazon phone popup?

2. Also the Amazon CTI link does not showing any data for the following fields, are we missing any configuration? Please see the attached doc for reference.

onfigured Role




Current Role



October 4, 2019 - 2:39am
Response to ISLAMR02


Were you able to resolve this issue as i am facing the same issue while configuring the AWS connect with Pega.

Please let me know the steps if you have fixed this issue.

January 15, 2019 - 4:24pm

Could anyone please respond?

We are doing a POC and we need those information.


January 28, 2019 - 12:00pm
Response to ISLAMR02


Are you still needing assistance? I see that you marked the response from the 8th with the Correct Answer but you posted again on the 15th.


Marissa | Community Moderator | Pegasystems Inc.

October 4, 2019 - 2:45am
Response to MarissaRogers

HI MarissaRogers,


Can you please help in this as i am facing the same issue .

Configuration are done but still data is missing.


May 7, 2019 - 5:36am


if you have news about this topic, I am interested too, especially in the requests in the doc attached (AmazonConnect_CTILink.docx).


Thanks in advance,


May 8, 2019 - 7:01am
Response to sandroRome


Thank you for posting your query in the PSC. This looks like an inactive post and hence, we suggest you create a new post for your query. Click on the Write Post button here. Once created, please reply back here with the URL of the new post.

You may also refer this discussion link as a reference in the new thread.

Vidyaranjan | Community Moderator | Pegasystems Inc.