Integrating Pega Customer Service with Amazon Connect

Hi All,

I am facing an issue while setting up connection from Pega Call to Amazon connect services.

I followed the steps in "Pega Call Configuration and Operations Guide CTI Link with Amazon Connect Contact Control Panel" and tried to establish the connection .

In "Telephony Experience" Configuration Wizard when i try to make the test call, the screen takes me to "AWS login portal" and post logging in , i place a test call and the call gets successfully connected but still the screen shows me error that the "Please place a test call."

Can anyone help on this.

Any inputs will be helpful

***Moderator Edit-Vidyaranjan: Updated Platform Capability***


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October 4, 2019 - 5:14am

Hi Sahil,

Thanks for posting the query.

Could you please confirm whether you are able to see the phone call icon in the Pega application that turns to white after successful login in the amazon connect server. There might be a chance that you will get the call popup as browser notification if you just login in the amazon connect server window. Please be sure whether the traffic is established between the amazon connect and Pega CTI so that Pega CTI will receive and respond to the requests.

October 6, 2019 - 6:11pm
Response to palas3

Hi Praveen,

I have done all the required configurations but at the time when it says to place a test call , the call icon doesnt turn white even after giving correct AWS credentials and placing a call as well , the call icon on pega isn't turning white.

Can you please advise , how to resolve this.

October 10, 2019 - 7:15am

Hello Sahil 

I have done this implementation recently on Version 8.3.

Did you make sure the Pega URL is whitelisted on Amazon Connect? 


Raju Botu 




October 10, 2019 - 6:29pm
Response to botur

HI Raju,


Thanks for the reply and yes i have whitelisted my ip.

i am getting below error :

ctiutils_12510381284.js!softphoneharnessutils_14163608675.js!strophe_14140858012.js!PegaCall_13135250780!!.js:22780 Unsafe JavaScript attempt to initiate navigation for frame with origin '' from frame with URL '*/!TABTHREAD3?pyActivity=FinishAssignment&pzFromFrame=pyWorkPage&pzPrimaryPageName=pyWorkPage&pzTransactionId=29d91e178e28829fcff4a6d98f53fb01&pzHarnessID=HIDE63ACDB7A8F1F291105038A7AB6A7AEC'. The frame attempting navigation is neither same-origin with the target, nor is it the target's parent or opener.

do you have any advise on the above issue.