Setting Up and Getting Started with Engage (Engage Legacy)

This guide provides steps for how to set up and get started with Engage.

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Setting Up Your Internet Browser for Engage

For the optimal performance of Engage for Amazon Connect, it is recommended to use the Chrome browser. Alternatively you can use the Firefox browser or the Chromium version of Microsoft Edge.

Only have one Engage CCP window up at a time and do not have ‘Amazon Connect CCP’ and ‘Engage CCP‘ windows open at the same time.

Installation Steps

If you don't have Chrome, Edge or Firefox installed, you can click the links below to download and install them.

Download & install Google Chrome - Computer

Get Firefox for desktop — Mozilla (US)

Download & Install Edge

Note: Engage for Amazon Connect does not support Safari and Internet Explorer.

Browser Settings and Pop-ups

When you first log in to Engage for Amazon Connect it is recommended to allow notifications and enable pop-ups when prompted by the browser.

Open the Engage website: https://engage.syd.localmeasure.com. The URL may differ slightly if you’re in Europe or the Americas, so please check with your administrator to get the correct login link.

Click the information lock 🔒next to the URL.

Click on Site settings.

Click on the menu to access “Microphone” and “Pop-ups and redirects”.

Select Allow for both.

Refresh the page and wait 15 seconds.

Important: Failure to enable pop-ups may result in a message stating that “You are not signed into Amazon Connect”.

If Chrome blocks a pop-up from a website, an icon with a red X is displayed in the right corner of the Omnibox (search bar). To enable pop-ups, follow the steps provided below:

Locate and click on the pop-ups button in the web browser taskbar.

Choose the option to “Always allow pop-ups and redirects from https://engage.syd.localmeasure.com".

Click “Done” to save the changes.

Refresh the page and allow 15 seconds for it to load.

Note: Engage for Amazon Connect will not function correctly in “Incognito” mode.

Accessing Engage for Amazon Connect

To access the Engage platform start by launching your preferred browser and enter the following URL: https://engage.syd.localmeasure.com/login. The URL may differ slightly if you’re in Europe or the Americas, in which case please check with your administrator to get the correct login link.

You will be presented with the following screen:

Please contact your project manager for your unique workspace name for your Production and Staging environments. These are usually shared with you during the training sessions.

If you are using Single Sign On, then additional log in credentials may be requested at this stage.

Once authenticated with your SSO you will be presented with the following landing page:

You have now successfully logged into Engage.

Setting Your Status to Available

By default, your status will be set to "unavailable" when you first log in to the platform.

To start handling customer service conversations, click the "Set status to available" box.

Your status can also be modified by clicking on the gray emoticon button located in the top left-hand corner. A drop-down box will appear with the statuses available for you.

Select the Available status when you're ready to receive calls. To go offline, repeat these steps and select Offline.

Note: You can only set your status to "Offline" once all of your conversations have been closed.

Accepting a Call

When you receive an incoming call, a ringtone will sound, and a contact will be displayed on your screen with a green tick and a red x. To accept the call, click the green tick. If you decline the call by selecting the red x, it will be automatically passed to the next available agent.

If you don't answer the call, it will be transferred to the next available agent, and you'll receive a "Missed Call" message on your screen.  If you aren’t set to automatically clear the Missed interaction status in your Agent settings, you will have to clear the Missed status in order to receive further interactions.

Managing the Customer Profile Panel

If a contact is associated with a Customer Profile, all available information about the contact will be shown on the right-hand side of your screen.

You can hide the contact information panel to increase the size of the middle panel where you work. To do this, click on the "X" located in the top right-hand corner of your screen.

To display the contact information panel again, click on the icon located in the top right-hand corner.

Understanding Agent Statuses

Different statuses are available for you to use on the platform to indicate your availability and current state to your team.

Here are some examples:

Status | Reason
Available | Available to receive calls
Offline | When you are busy doing other work and cannot take any calls
Busy | To be used at the end of your shift
Out to Lunch | Before you go to Lunch, use this status
Training | When you are attending training and cannot take any calls
Toilet Break | When you want to take toilet break
Meeting | When you are attending meetings
Call notes | When you are busy making notes after a call and you want to finish this work before you are available to take calls