Amazon Connect Calls

Connect Amazon Connect to Sanka, configure the Calls workspace, and understand how call logs, notes, and customer matching should work.

Last updated: May 29, 2026

Use this guide to connect Amazon Connect to Sanka Calls, validate inbound and outbound calling, and understand what support teams should expect after calls are logged. It covers setup, expected behavior, customer matching, troubleshooting, and safe AI checkpoints.

What Sanka Calls does

Sanka Calls lets your team place, receive, and review voice conversations from a Calls workspace powered by Amazon Connect. After setup, users can:

Start outbound calls from Sanka with a selected queue and caller ID.
Answer and manage live calls in the browser or hosted desktop Calls window.
See recent call logs with direction, status, duration, phone numbers, queue, agent, notes, and disposition.
Match calls to contacts and companies by phone number.
Confirm or correct suggested associations when more than one customer record matches.
Link call context to related records such as deals, tickets, tasks, orders, or invoices when those records are relevant.

Call logs are useful for support automation only when the call status, notes, and customer association are accurate. If Sanka cannot match a phone number confidently, treat the call as needing human confirmation instead of assuming the customer.

Prerequisites

An active Amazon Connect instance with administrator access.
At least one queue, routing profile, and agent user in Amazon Connect.
A claimed phone number in Amazon Connect if you receive inbound calls.
A secure HTTPS origin for Sanka web and for the hosted desktop Calls window.
Workspace admin access in Sanka to create the integration and save Calls settings.
Permission to view and update the contacts, companies, and related records you want to associate with call logs.

Ask AI to prepare a setup checklist

Before changing call settings, ask Sanka-connected Claude or Codex to prepare a checklist. Do not ask it to place calls, change caller IDs, or update customer notes until you have reviewed the workspace and Amazon Connect settings.

Sample prompt

/sanka Prepare a checklist for connecting Amazon Connect to Sanka Calls. Include the required Amazon Connect instance details, queue and caller ID choices, Sanka workspace permissions, expected call-log behavior, and the validation calls I should run. Do not change settings or update customer records yet.

Prepare Amazon Connect

In the Amazon Connect admin console:

Create or open your Amazon Connect instance.
Claim a phone number if you need inbound calling.
Create or confirm the queue that Sanka should use for outbound calls.
Assign agents a routing profile and security profile that allow voice handling.
Confirm each agent can sign in to the Contact Control Panel and handle a test voice contact before connecting Sanka.

Allow the Sanka origin and use CCP v2

Sanka loads the Amazon Connect Contact Control Panel in the browser or hosted desktop Calls window, so the Sanka origin must be allowed in Amazon Connect.

In Amazon Connect, add the Sanka web origin to the approved origins for application integration.
Use HTTPS origins only.
Copy the Contact Control Panel v2 URL for your instance.

Examples:

https://your-instance.my.connect.aws/ccp-v2/
https://your-instance.awsapps.com/connect/ccp-v2/

Create and configure the integration

In Sanka, open Workspace > Integrations.
Select Amazon Connect to create the workspace integration.
Open Contacts > Calls.
Enter the Calls configuration:
- CCP URL: the Amazon Connect ccp-v2 URL
- Instance ID: your Amazon Connect instance identifier
- Region: for example us-west-2
- Default queue: the queue used for outbound dialing by default
- Default caller ID: the outbound number to display when Amazon Connect supports it
- Default outbound flow: optional, if your workspace uses a dedicated outbound flow
- Hosted Calls URL: required when agents use the hosted desktop Calls window
- Allowed origin status: the status of the Amazon Connect origin check
- Default country code: used to normalize phone numbers for matching
Save the configuration, refresh the Calls page, and sign in to Amazon Connect when prompted.

Validate expected behavior

Run these checks before rolling Calls out to the team:

Place an outbound test call from Sanka Calls.
Call the claimed Amazon Connect number from an external phone and confirm the inbound call appears in Sanka.
Confirm the live call controls show the correct state: ringing, in progress, completed, missed, or failed.
Confirm the call log shows direction, phone numbers, duration, queue, agent, notes, and disposition.
Confirm the call is linked to the correct contact or company when the phone number uniquely matches one record.
Confirm Sanka asks for association confirmation when a phone number matches multiple contacts or companies.
If you use the desktop app, open the hosted Calls window and confirm it loads from the configured HTTPS URL.

Search Sanka...

Call setup checkpoints

Logs

Search logsAll actionsAll dates

ID / ActionDateTarget / ItemChangeActor

1Amazon Connect settings savedMay 23, 2026Calls workspaceCCP URL, queue, caller ID, and country code reviewedWorkspace admin

2Outbound test call completedMay 23, 2026Test contactCall log created with completed status and durationSupport agent

3Association confirmedMay 23, 2026Call logContact and company match reviewed before notes were savedSupport lead

Use these checkpoints before treating a call issue as a product bug. Most failed calls come from Amazon Connect login, origin, queue, caller ID, or phone-number matching configuration.

Match calls to customers

Sanka matches calls by normalizing the phone number and comparing it with contact and company phone fields. The default country code helps Sanka compare local numbers and international numbers consistently. A call should link automatically when the phone number clearly matches one contact or company. If several records share the same phone number, Sanka should show suggested associations and mark the call for confirmation. In that state, users should choose the correct contact or company before saving notes, disposition, or follow-up tasks. If the caller is unknown, keep the call unassigned until the customer can be identified. Do not create a new contact from a call unless the team has confirmed the caller identity and consent rules for the workspace. Use the selected call panel to review or update:

Notes: concise context from the conversation.
Disposition: the outcome, such as answered, missed, follow-up needed, or resolved.
Contacts and companies: the customer records related to the call.
Linked records: related deals, tickets, tasks, orders, invoices, or other records used for follow-up.

For support workflows, notes should separate facts from assumptions. For example, "Customer reported invoice email was not received" is safer than "email sending is broken" until delivery settings and message history are checked.

Troubleshoot common issues

Issue	What to check
The embedded Contact Control Panel does not load	Confirm the Sanka origin is approved in Amazon Connect, the URL uses `ccp-v2`, and the agent is signed in to Amazon Connect.
The desktop Calls window does not open	Confirm the hosted Calls URL uses HTTPS and points to a page that can load the Amazon Connect panel.
Outbound calls fail	Confirm the default queue, caller ID, outbound flow, agent routing profile, and Amazon Connect permissions.
Inbound calls do not appear in Sanka	Confirm the Amazon Connect channel exists, Calls settings were saved, the agent is signed in, and the inbound number routes to the expected queue.
The wrong customer is linked	Check duplicate phone numbers across contacts and companies, then confirm or correct the suggested association.
Notes or disposition do not save	Confirm the user has access to the Calls workspace and permission to update the related customer records.
A follow-up task or workflow did not run	Check whether a workflow or action is configured for the relevant call status or linked record. Calls do not create follow-up work unless that automation is configured.

AI-safe support guidance

When a customer asks about a call issue, AI should first classify it as configuration, permission, matching, workflow, or product behavior. It should not claim a product bug until the setup and call-log checkpoints are verified.