AWS telephone bar - possibility to see status

General
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1

I have a requirement where operators need to see their telephony status (Available, Busy, Offline, etc.) even when the AWS telephone/CTI bar is collapsed to minimized view. Currently, when the bar is minimized, operators can’t see their status, they don’t notice it and can remain in that status for the entire day, which impacts call handling. I want to add a visible status indicator (like a colored dot or badge) on the collapsed/minimized state of the telephone bar so operators can immediately notice their status without expanding the bar each time. Has anyone implemented something like this with the Pega CTI/Amazon Connect adapter, or is there an out-of-the-box way to show agent status on the minimized toolbar?

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2

There isn’t an out-of-the-box feature in Pega Customer Service with the Amazon Connect (AWS) CTI adapter that displays the agent’s telephony status on the collapsed/minimized CTI toolbar. The minimized view is generally controlled by the CTI gadget/adapter and exposes very limited UI for customization.

You can build a separate status indicator. Instead of modifying the minimized CTI bar, create a small status widget elsewhere in the portal (for example, in the header or utility area).

The widget can display the availability status - Available, Offline, Away etc.

The status can be refreshed whenever the CTI adapter publishes an agent state change.

3

I agree with the earlier answer. I do not see an OOTB option to show a separate status badge directly on the minimized Amazon Connect CTI bar. The safer approach would be to build a small portal-level status widget instead of trying to modify the minimized CTI gadget itself.

One possible implementation is:

  • subscribe to or read the current CTI agent state exposed by the Amazon Connect / Pega Call integration,
  • store/map that state to a property or client-side model,
  • display it in a small widget or header indicator as a colored dot/badge with labels such as Available, Busy, Offline, etc..

For customization references, these Pega resources may help:

  • Creating a custom widget
  • Custom case utility widgets
  • Creating custom case utility widget challenge/example
  • Configuring Amazon Connect links in Pega Call, since the CTI link is a generic connector intended for custom integration behavior

So while I do not see this exact feature delivered OOTB, the supported direction seems to be: keep the CTI bar as-is, and expose the agent status through a separate visible widget in the portal.