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To configure the InitialAgentState in the Amazon Connect Contact Control Panel (CCP), you'll need to modify the CCP configuration in your Salesforce CTI Adapter setup. While the exact steps are not explicitly provided in the available sources, based on general knowledge of Amazon Connect and Salesforce integration, here's a general approach you can follow:
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Access your Salesforce org where the Amazon Connect CTI Adapter is installed.
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Navigate to the CTI Adapter configuration settings. This is typically found in the Setup menu under Call Center settings.
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Look for a section related to CCP configuration or Agent Status settings.
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There should be a field or option to set the InitialAgentState. This might be a dropdown menu or a text field where you can specify the desired initial status (e.g., "Offline" or a custom status you've created in Amazon Connect).
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Save your changes after setting the desired InitialAgentState.
If you can't find this setting in the Salesforce CTI Adapter configuration, you may need to consult the specific documentation for your version of the CTI Adapter or reach out to Salesforce support for guidance on where to implement this configuration.
Remember that agent statuses in Amazon Connect are managed manually by the agents themselves or by their supervisors. The InitialAgentState setting is specifically for controlling the default status when agents log back in, overriding the automatic "Available" status set by the SetAgentStatusOnSessionEnd feature you've implemented.
If you're using a custom CCP implementation, you might need to use the Amazon Connect Streams API to programmatically set the initial agent state when the CCP loads. This would involve using the agent.setState() method in your custom CCP code.
Sources
Add a custom agent status to the Amazon Connect Contact Control Panel (CCP) - Amazon Connect
Log out agents automatically when they close their CCP using the Amazon Connect CCPv1 - Amazon Connect
