How can I enable browser notifications on windows for Contact Centre calls?

Question

How do I activate DND mode? I don't want my browser tab to sleep, as it prevents Contact Center call notifications from Zendesk.

Answer

To allow browser notifications:

Allow Amazon Connect cookies in the browser

In the browser, open the cookies setting page using the URLs:

Chrome: chrome://settings/cookies

Edge: edge://settings/content/cookies

Under Sites allowed to use third-party cookies, click Add.

Add these domains:

[*.]amazon.com

[*.]connect.aws

[*.]my.connect.aws (or the specific instance URL)

The missed calls issue and sleeping tabs

Prevent the browser from putting Zendesk to sleep:

In the Edge browser, open the systems page: edge://settings/system

Select Performance and locate the Never put these sites to sleep setting

Click the Add site button and add your Zendesk subdomain, for example yoursubdomain.zendesk.com

Review the Windows Focus Assist setting to ensure Focus Assist or Do Not Disturb is Off. If the settings are enabled, the ringtone notification is suppressed and the agent won't hear the incoming call.

Disable Chrome Memory Saver

In Chrome, open performance settings using the URL: chrome://settings/performance

Locate the Memory Saver section. Even if the setting is enabled, you don't need to turn it off completely

Locate the Always keep these sites active setting, click Add, and select Add sites manually

Enter your Zendesk subdomain yoursubdomain.zendesk.com or enter zendesk.com to cover all Zendesk subdomains and click Add to save