Guidelines for Using Headset with Amazon Connect & Zoom Phone

Overview

Below are headsets recommended by ITS that agents and supervisors of the U-M Contact Centers can use with Zoom Phone and Amazon Connect. The following models are available at the Tech Shop and are compatible with the ITS Enterprise services and operability.

ITS Guidelines

Headset Model	Amazon Connect & Zoom Phone concurrently	Amazon Connect OR Zoom Phone Separately
Plantronics Voyager Focus UC Bluetooth Wireless Headset User Guide	Preferred as the first choice. Note: Not applicable to desksets with Amazon Connect	Preferred
Logitech H390 USB headset	Not recommended; audio device conflict.	Preferred
3.5 mm jack Apple Earbuds	Not recommended; audio device conflicts.	Preferred

For the best agent and supervisor experience, ITS recommends:

• Plantronics Voyager Focus UC is the only headset tested and validated by ITS that can work concurrently with Amazon Connect and Zoom Phone on the same computer using the Poly USB Hub. Units can purchase the headset from the TechShop to best meet their users’ needs.
• Project-funded headsets (Logitech and Apple Earbuds) work on both systems but not concurrently. You can’t answer calls from both systems using these headset models. 
• Amazon Connect and Zoom phone are compatible with all the headset models above for those who use Amazon Connect and Zoom phone separately. Depending on personal comfort preferences and work environment, users can select any of the models above. 
• Using a deskset with Amazon Connect is not feasible and not preferable. Users can't access the Contact Control Panel features of Amazon Connect when answering calls on desksets. Moreover, desksets are only available on U-M campuses, and  are not an optimal option for those who need to work remotely.
• Computer built-in speaker/microphone on laptop is not recommended at all. 
• Wireless Earbuds are not tested.
• Other configurations might work such as:
  • Using any headset models with Amazon Connect on computer and Zoom Phone on deskset.
  • Using any headset models with Amazon Connect and the built-in speaker/microphone on laptop for Zoom Phone. That way users don’t need to switch audio between the two systems.
• Users who wish to place an order to add a Zoom phone physical deskset may reach out the Telecommunications analysts (TAs) by Email: [email protected], or call: 734-763-2000. Please note that desksets are only available to be used on U-M locations.

How to Switch Audio from Zoom Phone to Amazon Connect

• Connect Voyager Focus UC to the computer through its Bluetooth adapter.

Zoom Phone

1. On the Zoom desktop app on your computer, navigate to your Profile at the top right corner → click Settings→ Audio tab.
2. Make sure Voyager Focus UC is selected for the Speaker and Microphone.
3. Check the button "Sync button on headset" if you would like to answer calls away from the computer.

Amazon Connect

1. Log into Amazon Connect Contact Control Panel using your U-M credentials.
2. Click Settings→ Audio→ Make sure that Voyager Focus UC is selected for the Microphone.

3. If you are logging for the first time on your computer, you’ll be prompted for permission to access your microphone. Click the “Allow” button.

Additional Information

Check the following Knowledge-base articles:

• Service Center Plantronics Headset Tips
• Troubleshooting Phone Call Audio Problems (Amazon Connect)
• ITS-SC Amazon Connect not Ringing for Incoming Voice or Chat Contacts
• Amazon Connect Troubleshooting Browser Audio Issues

Need Help?

Need additional information or assistance? Contact the ITS Service Center.